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About
Are you passionate about creating exceptional experiences that connect people and elevate engagement? As a Customer Experience Manager, you will lead initiatives that deliver exception tenant experiences, strengthen community relationships, and ensure consistent, high-quality communication across all channels. This role is ideal for a leader who thrives on building meaningful customer relationships, inspiring teams to exceed expectations, and elevating service standards across every touchpoint. The successful candidate will be able to establish memorable and seamless experiences that are aligned with GWLRA's values.
RESPONSIBILITIES
Customer & Tenant Engagement
Develop, standardize, and continually improve tenant engagement platforms and processes, including training and service standards.
Work with various stakeholders to understand the life cycle of a tenant and find ways to anticipate their needs and personalize our approach.
Monitor and solicit tenant feedback to identify trends and drive improvements.
Establish KPIs and monitor performance using tools such as Angus and CRM systems.
Assist property teams in planning and executing tenant events and programs to foster community and improve satisfaction.
Utilize creative marketing practices to highlight guest experiences and amenities.
Communications & Digital Engagement
Manage and grow our social media presence by developing editorial strategies, creating compelling content, and measuring performance, in collaboration with Corporate Communications.
Oversee internal and external communications, including newsletters, announcements, presentations, and digital platforms (website, intranet) using hospitality-style storytelling.
Ensure brand consistency across all communication channels and collaborate with Corporate Communications for alignment.
Monitor online conversations, manage sentiment analysis, and assist with crisis communication when needed.
Community & Brand Engagement
Build and maintain relationships with local organizations (e.g., tourism boards, arts councils, BIAs, BOMA) to enhance community presence and connect our properties with cultural initiatives.
Promote amenities and services effectively, ensuring accurate usage data and identifying opportunities for improvement.
Identify opportunities to enhance community engagement.
Analytics & Continuous Improvement
Use quantitative and qualitative guest-experience data to evaluate engagement strategies and make informed decisions.
Recommend and implement hospitality-inspired best practices for communications measurement and customer experience enhancements.
Develop action plans to improve service consistency.
QUALIFICATIONS
Bachelor's degree in Hospitality, Communications and Marketing, Customer Experience, or related field.
3+ years of experience in guest services, hotel operations, hospitality management, or property management.
Strong writing and storytelling skills with the ability to create engaging content for diverse audiences.
Familiarity with social media platforms (LinkedIn, Instagram, YouTube) and tools (Sprout Social, Canva).
Experience with CRM systems, CMS platforms (e.g., WordPress), and analytics tools (Google Analytics).
Knowledge of SEO and digital optimization best practices.
Highly organized, resourceful, and able to manage multiple projects independently.
Strong interpersonal skills to build relationships and influence stakeholders.
The base salary for this position is between $59,800 - $99,700 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
Languages
- English
Notice for Users
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