Director, Customer Experience

Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life’s potential. For more information, visit Tricon Residential. 

Job Description

Job Summary:
The Director, Customer Experience drives our Customer Experience (CX) 3-5 year strategy development and execution of the plan. The Director of CX will be responsible for ensuring that our residents receive the highest level of service and satisfaction throughout their entire rental journey, from being a prospective resident to moving out. The Director is the torchbearer of a customer-centric culture in our organization that leads to a great rental experience. This is a new position at Tricon and will help drive the CX strategy across all Operational functions, while partnering closely with IT and Marketing. Areas of focus may include, but not limited to, elevating the customer experience within the contact center, self-show process, leasing, move in and move out, etc. In addition, this role will work closely with the field offices to ensure that the plan is executed and meeting expected outcomes.

Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein.  Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.

• Support the development and lead the implementation of a customer experience strategy that aligns with the organization’s overall business goals and objectives.

• This role will be representing the CX outcomes and deliverables to the COO, CXO, and CTO directly.

• Work cross-functionally with other departments to ensure a consistent and exceptional customer experience across all touchpoints.

• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.

• Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer services and other customer facing functions/ channels.

• Identify opportunities to improve the customer experience by analyzing customer feedback, customer journey mapping, and conducting market research.

• Develop and implement customer-centric policies and procedures to improve the customer experience and promote customer loyalty.

• Develop and maintain strong relationships with customers, industry professionals, and partners to enhance the customer experience.

• Collaborate with the marketing team and asset management team to develop and execute customer retention and acquisition strategies.

• Monitor and report on key performance indicators (KPIs) related to customer experience and provide regular updates to the executive team.

Qualifications:

• Experience articulating strategy, outcomes and key success indicators to C-suite.

• Data-driven mindset and an aptitude for technology: being adept on all the tools and technologies that help businesses deliver, manage, measure and improve customer experience.

• Strategic thinking and foresight:  able to foresee market changes, dynamism in customer expectations and strategize to guide the company to live up to those expectations in the fast-evolving digital world.

• Interpersonal, networking and influencing skills: able to nurture great relationships internally and understand the pulse of customer and external stakeholders such as vendors and channel partners.

• Working backwards to lead the end-user experience: able to visualize end-user experience and then work backwards to plan, strategize, and execute RX efforts to deliver great experiences.

• Strong analytical skills with experience in data analysis and customer journey mapping:  adept at interpreting and leveraging data insights for constantly enhancing customer experience.

• Knowledge of customer experience, best practices, and industry trends.

• Display strong leadership, team building, project-management, and delegation skills.

• Ability to communicate financial justifications and analysis for key CX initiatives.

Minimum Requirements:

• 8+ years of experience in customer experience, customer service, or related field.

• 5+ years of experience in real estate or property management industry.

• Experience in developing and implementing customer-centric policies and procedures.

• Ability to travel to East and West coasts 30% of the time.

• Knowledge or experience with Design Thinking, documentation of pain points, and utilizing empathy to ideate.

• Knowledge and experience working with CX journey mapping tools such as Mural, UXPressia, or Smaply.

• Experience working with contact centers to improve the customer experience with omnichannel capabilities and advanced CRM capabilities – ideally with AI.

• Experience working with technology such as marketing and sales automation to guide Marketing partners on personalized communications, next best action, etc.

Preferred Attributes:

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:

• Frequently required to sit; talk; and hear.

• Occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch.

• Occasionally lift and/or move up to 25 pounds.

• Vision abilities required by this job include close vision, distance vision and depth perception.

At Tricon Residential, we know that the best ideas happen when people bring their uniqueness to work with them. Inclusion is an integral part of how we leverage that uniqueness into our Company. Supporting Diversity, Inclusion and Belonging is not only the right thing to do; it is the right thing to do for our business. 

Salary Range

Placement within this compensation range will be determined by the candidate's knowledge, experience and skills.

$132,090.00 - $220,150.00