Director, Customer Experience and Marketing

Director, Customer Experience and Marketing

Job ID : 2024-2692

Ensure you read the information regarding this opportunity thoroughly before making an application.

Job Locations : US-GA-Atlanta

Department : Customer Experience

Overview

The Director of Customer Experience and Marketing will lead the strategic development and execution of comprehensive residential marketing initiatives and customer experience programs.

This role requires a visionary leader who can align marketing strategies with customer needs, drive engagement, and enhance overall satisfaction.

The ideal candidate will possess a strong blend of analytical skills, creativity, and a deep understanding of customer journeys.

Responsibilities

Strategic Leadership :

• Develop and implement a customer experience strategy that enhances brand loyalty and drives customer satisfaction.
• Collaborate with senior leadership to align customer experience initiatives with overall business objectives.
• Stay abreast of industry trends and competitor activities to identify opportunities for innovation.

Marketing Strategy :

• Create and execute integrated marketing campaigns that increase brand awareness and customer acquisition.
• Utilize data-driven insights to inform marketing strategies and enhance customer engagement across all channels.
• Oversee the development and management of content marketing strategies, ensuring consistent messaging and branding.

Customer Insights and Analytics :

• Leverage customer feedback, surveys, and analytics to assess customer needs and satisfaction levels.
• Develop metrics and KPIs to measure the effectiveness of customer experience and marketing initiatives.
• Conduct market research to identify target demographics and customer preferences.

Cross-Functional Collaboration :

• Partner with operations, sales, and support teams to ensure a seamless customer experience throughout the lifecycle.
• Work closely with IT to enhance digital customer engagement through website optimization, social media, and email marketing.
• Foster a customer-centric culture within the organization through training and development initiatives.

Team Management :

• Lead, mentor, and develop a high-performing team of marketing and customer experience professionals.
• Set clear goals and expectations for team members, conducting regular performance evaluations.
• Promote a culture of collaboration, creativity, and continuous improvement within the team.

Budget Management :

• Develop and manage the marketing budget, ensuring effective allocation of resources to maximize ROI.
• Monitor expenditures and financial performance against the budget, making adjustments as necessary.

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field; Master's degree preferred.
• Minimum 8-10 years of experience in marketing and customer experience roles, with at least 5 years in a leadership position.
• Proven track record of developing and executing successful marketing strategies.
• Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills, with a strong ability to influence stakeholders at all levels.
• Demonstrated creativity and innovation in developing marketing campaigns and customer engagement strategies.
• Proficiency in digital marketing tools and platforms, CRM systems, and customer analytics software.
• Customer-focused mindset with a passion for enhancing the customer journey.
• Strategic thinker with the ability to adapt to a fast-paced and evolving environment.
• Strong leadership qualities with the ability to inspire and motivate teams.

Company Overview

The RMR Group (Nasdaq : RMR) is a leading U.S. alternative asset management company, unique for its focus on commercial real estate (CRE) and related businesses.

RMR's vertical integration is strengthened by over 1,100 real estate professionals in more than 30 offices nationwide who manage over $41 billion in assets under management and leverage more than 35 years of institutional experience in buying, selling, financing and operating CRE.

RMR benefits from a scalable platform, a deep and experienced management team and a diversity of real estate strategies across its clients.

RMR has been recognized by The Boston Globe as a "Top Place to Work", by the Environmental Protection Agency (EPA) as an "ENERGY STAR Partner of the Year" and ranked by the Building Owners and Managers Association (BOMA) as having one of the highest number of BOMA 360 designated properties in its portfolio.

RMR is headquartered in Newton, MA and was founded in 1986.

RMR's mission is to create long term value for our clients by managing their investments and assets "like we own it" - an approach that consistently and repeatedly generates opportunities for all our employees, investors and stakeholders.

We are guided by six core values :

• Integrity at Our Core.
• Perform Passionately and Effectively.
• Inspired Thinking.
• Like We Own It.
• Power of We.
• Mutual Respect.

Visit our website to learn more about what makes The RMR Group a rewarding place to build a career.

Follow RMR on LinkedIn, on Instagram @thermrgroup and on Twitter @The RMR Group.

The RMR Group is an equal opportunity employer. Qualified applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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