Customer Experience Manager at Rose Avenue Group

Job Responsibilities

Exceptional Customer Experience

• Creating a customer centric culture by continuously engaging the team at the properties and empowering them towards delivering an awesome experience at every touch point.
• Stakeholder engagement especially residents and partners to drive community engagement activities within the properties that ensure residents Live, Study and Connect.
• Continuously reducing pain points for the customers, through cross-functional collaboration with the Property operations team, IT, Finance, Sales & Marketing, to ensure delivery of the brand promise.
• Continuous review, audit amend and updating of SOPs and Operations Manuals based on feedback, changes in the environment and adjusting to reflect the improvements required to deliver exceptional experience.
• Voice of customer through consolidating feedback from residents, partners and staff for improved customer experience.

Financial

• Monitoring property budgets and costs.
• Customer retention hence reducing the customer costs of acquisition.
• Revenue assurance by effective debt management with zero exposure and complete collections.
• Resource optimization through stakeholder management and resource optimization to provide economies of scale.

Occupancy

• Managing the design and audit process that ensures the properties are ready for occupancy.
• Building strong relations with residents and institutions to drive referrals across all the properties.
• Stakeholder engagement and growing vital relations with retailers and other partners that bring Brand endorsement.

Operational Excellence

• Training and team capacity building to continuously improve at every touch point with the customer to build trust and enhance their experience.
• Ensuring a safe and secure environment at the properties, reducing the probability of any critical incidents which may impact the brand negatively.
• Managing customer operation processes at the properties, and institute auditing and monitoring compliance on documentation and on other requirements.
• Drive property operations processes to ensure the buildings are habitable and achieve set standards for 6S (sort, setting in order, shine, standardise, sustain and safety).
• Review the trends of customer complaints as a process with the aim to institute corrective measures and improvements in processes.
• Engaging with projects, design, and procurement teams to provide insights into customer needs and requirements, to improve the life cycle and improve quality of experience at the properties, by suggesting improvements in design, amenities being provided, and material being used at the properties

Other Requirements

• A Degree in Business – Marketing, Business Administration, Real Estate or Finance
• Over 10 years in leadership experience within a customer facing environment, performance management and people development
• Engaging with stakeholders, including residents, institutions, vendors, and partners, to drive customer acquisition, satisfaction, loyalty, and retention is essential
• Ability to build relationships internally and externally with partners
• Excellent communication & Interpersonal skills
• Problem solving skills
• Attention to Detail and Analytical skills
• Flexible Working hours and Remote working abilitie