Customer Experience Marketing Manager | Phoenix, AZ - Avenue5 Residential, LLC

Avenue5 is growing, and we are in search of a customer experience marketing manager to join our dynamic team of Fivers!

About Us

We are a vibrant third-party multifamily property management firm with locations across the United States. We are proud of our vibrant, inclusive, make-it-happen culture, where we: 

• Listen to our associates, recognize them, and give them room to grow
• Invest in our associates to help them become the best version of themselves
• Approach every important decision with our associates in mind
• Celebrate our associates’ successes and encourage them to raise the bar even higher

Summary of Responsibilities

The customer experience marketing manager creates ROI-driven marketing programs, partnerships, processes, strategies, and tools that provide support at scale for Avenue5’s regional marketing and operations teams. This role drives marketing performance and revenue for Avenue5 properties nationwide by developing innovative marketing solutions and leveraging best-in-class marketing techniques to maximize property performance through positive impact to the customer experience and resident retention.

Primary Responsibilities and Objectives

·         Develop and implement a comprehensive customer experience strategy aligned with organizational goals and objectives.

·         Help to develop, launch and maintain creative customer rewards experience programs unique to Avenue5 to enhance resident experience by working with industry partners and local suppliers.

·         Develop roadmap for consistent go-to-market strategy for new customer experience endeavors/programs within Aveneu5 and assist with launch of these new products/execution of this strategy across various departments.

·         Analyze customer feedback and sentiment data to identify trends, pain points, and areas for improvement.

·         Define key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives.

·         Identify opportunities for enhancing customer satisfaction, retention, and lifetime value through data analysis and market research.

·         Translate customer insights into actionable recommendations to address gaps and drive positive change.

·         Drive strategy and process formation for national marketing programs

·         Create key performance indicators and benchmarks for national marketing programs

·         Work cross-functionally with internal teams to implement program components as needed, develop, and disseminate promotional materials, and educate associates on program benefits and offerings

·         Promote national marketing programs among internal stakeholders through a multi-faceted communications approach

·         Explore ways to enhance existing programs with additional functionality or customization

·         Generate and analyze detailed reports, disseminate reports to internal stakeholders, and make specific recommendations for property and portfolio improvements based on reporting data

·         Develop performance plans for properties and portfolios that require assistance in meeting their relevant key performance indicators

·         Execute custom programs based on client needs or requests

·         Field support questions and general inquiries from properties about programs

·         Provide subject matter expertise on all facets of national marketing programs

·         Help oversee national marketing program budgets, budget assumptions, and billbacks

·         Build effective property marketing programs and offerings including customer experience, demand generation, retargeting, marketing automation, digital and social media to accelerate success for the properties nationwide in conjunction other arms of the property marketing team

·         Apply considerable knowledge of marketing principles and techniques to create dynamic and engaging marketing campaigns by utilizing both digital and traditional marketing methods/channels (e.g., brochures, flyers, posters, postcards, direct mail, billboards, email, landing pages, microsites, social media, and radio)

·         Mentor marketing team in the availability of collateral for websites, ILS’, Craigslist, social media and print to serve clients in conjunction with the digital marketing automation and property marketing operations teams

·         Understand the client’s and company’s business objectives to ensure maximization of property marketing and performance

·         Understand the market landscape including technology trends, competitor strengths, and weaknesses as they relate to property management

·         Maintain a working knowledge of all the features, functionality, and benefits that make Avenue5’s products and services superior in the multi-family property management space

·         Perform other duties as assigned

Education and Experience

·         A bachelor’s degree in marketing, communications, or business is required

·         Three or more years of experience in direct real estate multi-family marketing within the property management industry is required

·         Pre-development, lease-up, and/or grand opening experience in the multi-family property management industry is preferred

·         Three to five years of experience with managing online review sites, social media, reputation management practices, website presence, and lead management required

·         Three to five years of experience in websites, ILS’, Craigslist, SEO, SEM, and digital data aggregators is required

·         Experience in the Yardi Suite of products, Real Page, or other equivalent systems is preferred

·         Experience in OneSite and RENTCafe is preferred

·         Participation in industry groups is a plus

·         Three to five years of digital, creative, and branding agency experience required

·         Intermediate level knowledge of project management software such as Wrike is preferred

·         Experience in Google Drive, Google Docs, Google+, Google Analytics and Google AdWords is preferred

Skills and Requirements

·         Ability to work independently and prioritize effectively in a fast-paced environment

·         Intermediate to advanced level knowledge of MS Office Suite including Outlook, Word, PowerPoint, and Excel (including Excel functions)

·         Excellent written and verbal communication skills

·         Exceptional project management skills are required (PMP certification is a plus)

·         Exceptional conceptual and creative thinking skills, as well as a solid knowledge of typography, color theory, design, and layout principles with a strong aesthetic sense

·         Strong understanding of property management industry trends, issues, and emerging technology

·         Outstanding presentation skills and can command an audience of all internal and external stakeholders

·         Demonstrated experience in managing, expanding, and developing relationships with clients

·         Entrepreneurial mindset and go-getter attitude with proven ability to work independently as well as in a team setting

·         Ability to create a climate in which associates want to do their best by leading and communicating a shared vision with associates and providing coaching and development

·         Ability to maintain a positive demeanor, voracious appetite to learn new things, and excellent professional judgment

·         Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses if assigned

Scheduling

·         Required to maintain a regular schedule which may also require working outside of regular schedule, weekends, and non-traditional holidays

Environment

·         Exposure to an environment typically found in an office building.

Physical Requirements

Avenue5 will make reasonable accommodations to enable individuals with disabilities to perform essential functions. These functions include, but are not limited to:

·         Ability to lift, push, and pull up to 25 pounds

·         Hearing and visual ability to observe and detect signs of emergency required

·         Must be able to sit, stand, reach, bend, and stoop for extended periods

·         Talking and expressing or exchanging ideas using the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

·         Perceiving the nature of sounds at normal speaking levels with or without correction

·         Ability to receive detailed information through oral communication, and to make the discriminations in sound

·         Visual requirements including color, depth perception, and field vision

·         Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct.

·         Ability to tolerate stressful situations

·         Ability to work under minimal to moderate supervision

This job description is not an all-inclusive list of functions and tasks. Over the length of employment, these functions and tasks may change.

Diversity

Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.