Related Companies
Customer Experience Manager
Related Companies, West Palm Beach, Florida, United States, 33412
Responsibilities
The CX Manager is responsible for executing the Related Ross customer experience strategy across retail, office and hotel environments and ensuring its success – all in collaboration with the operations, marketing, and property management teams. To this end, this role directly oversees the performance of the Ambassador team in retail and office collection (in collaboration with the CXD), as well as assists the portfolio in monitoring operations that could lead to deficiencies in the customer experience. In addition, they ensure their team stays within budgetary parameters and executes our brand behaviors as efficiently and effectively as possible.
Key Responsibilities Ambassadors
Recruit, interview, and onboard new Ambassadors
Train Ambassadors on how to provide existing/new amenities
Create staffing schedules
Manage Ambassador payroll
Conduct daily team briefings
Provide ongoing coaching to Ambassadors
Provide observations on performance and coaching updates of Ambassadors to CXD
Conduct bi‑weekly touch‑bases with each team member to discuss successes and opportunities
Draft and submit end‑of‑year performance reviews
Establish and communicate goals for each ambassador
Adjust staffing when call‑outs occur
Monitor weekly and monthly guest traffic reports
Compile retail and campus‑wide updates
Update Guest Services Desk information binder
Update all Contact List & Restaurant Hours spreadsheets
Provide objectives and updates to CXD prior to days off
Debrief with CXD about activities during days off upon return
Participate in daily property walks and compile deficiencies for CXD
Guest and Tenant Assistance
Support Ambassador team with customer interactions when required
Assist with and manage team answering tenant inquiries that come to the customer experience inbox, Kipsu
Partner with operations and marketing teams as needed
Events
Work with CXD to understand staffing needs for events and schedule coverage as needed
Ensure Ambassadors understand all aspects of events and can communicate to customers accordingly
Oversee event execution when on duty to ensure delivery of the Related brand
Reporting
Create and manage the following reports: The Square Rewards Amenity Inventory Spreadsheet
The Square Promotions tracker including costs associated with each reward
Restaurant referrals trackers, including goals
Monitor Kipsu, Google reviews, Yelp, TripAdvisor for feedback from customers and manage responses accordingly
Support launch and management of internal secret‑shopping program Open Shop, including monthly reporting
Compile TWISP Awards submissions, completing due diligence of stories to prepare for review with CXD and selection of winners
Uniforms
Work with CXD to understand uniform expectations and standards
Along with CXD, monitor campus‑wide compliance to uniform standards, communicating deficiencies as necessary
Lead execution of uniform program for new hires and replacement pieces
Monitor nametag compliance and place orders monthly across portfolio
Gift Cards
Manage The Square Gift Card program in all aspects
Process all special batch orders for Related and other groups as needed
Produce monthly spreadsheets for quarterly accounting audits
Liaison with Giftwise and Marketing team for inventory of new cards, card redesigns, etc
Qualifications Key Attributes
Build rapport quickly and effectively with customers and colleagues
Superior ability to inspire and galvanize staff around business objectives
Fearless commitment to exceeding expectations
Ability to hold themselves and others accountable
Experience developing employee performance development plans
Strong project management capabilities
Anticipating customer and business needs
Exceptional verbal and written communication skills
Impeccable meeting etiquette
Capacity to adapt and overcome challenging situations
Strong critical‑thinking skills, particularly around problem solving
Ability to continuously improve and seek growth
Vast experience interacting with and assisting customers
Clear sense of when and what to delegate
Education and Professional Qualifications
1+ years management experience
2+ years in Retail
2+ years in Customer Service/Experience/Hospitality
Minimum of Bachelor’s degree
Benefits
Personalized Health Care : Multiple medical, dental, and vision plan options; Employee Assistance Program
Financial Benefits : Competitive salary and incentive packages; matching 401(k); FSAs and HSA; employer‑paid life and AD&D insurance; paid leave & disability programs
Social Wellness : 19+ days of PTO; mental health counseling & resources; fertility, surrogacy, and adoption assistance; volunteer days and donation matching
Career Development : Learning & training programs; tuition & certification reimbursement; internal advancement opportunities
Overview Related Ross is transforming urban life in West Palm Beach and Palm Beach County, creating opportunities for all who live and work here. For over two decades, the company has worked to develop dynamic neighborhoods that are innovative, vibrant and inclusive. With completed, in development and planned properties in West Palm Beach and new development activity emerging in Palm Beach County, Related Ross is making long‑term investments to transform and support local communities and build growth in the region.
Related Ross is a West Palm Beach‑based organization that recently emerged as an independent entity from within Related Companies. Formed in 1972, Related Companies is the most prominent privately‑owned real‑estate firm in the United States with major developments within a premier portfolio valued over $70 billion across Boston, Chicago, San Francisco, LA, Washington DC and London.
Related Ross believes in investing in its talent and cultivates a positive, team‑oriented environment where every voice is valued. Employees are encouraged to boldly take on new challenges, transcend the status quo, and demonstrate a strong entrepreneurial spirit. In its relentless commitment to excellence, Related Ross works to foster an innovative approach in its team members so that they can positively impact the communities in which they conduct business.
Learn more about Related Ross at https://www.relatedross.com/.
We are proud to be an equal opportunity employer and are deliberate about the team and culture we are building. We aim to ensure competitive total compensation that is commensurate with experience, workplace geography, and market standards.
For information about how we use your personal information, including information submitted for career opportunities, please review our Privacy Policy at https://www.related.com/privacy-policy.
#J-18808-Ljbffr
Key Responsibilities Ambassadors
Recruit, interview, and onboard new Ambassadors
Train Ambassadors on how to provide existing/new amenities
Create staffing schedules
Manage Ambassador payroll
Conduct daily team briefings
Provide ongoing coaching to Ambassadors
Provide observations on performance and coaching updates of Ambassadors to CXD
Conduct bi‑weekly touch‑bases with each team member to discuss successes and opportunities
Draft and submit end‑of‑year performance reviews
Establish and communicate goals for each ambassador
Adjust staffing when call‑outs occur
Monitor weekly and monthly guest traffic reports
Compile retail and campus‑wide updates
Update Guest Services Desk information binder
Update all Contact List & Restaurant Hours spreadsheets
Provide objectives and updates to CXD prior to days off
Debrief with CXD about activities during days off upon return
Participate in daily property walks and compile deficiencies for CXD
Guest and Tenant Assistance
Support Ambassador team with customer interactions when required
Assist with and manage team answering tenant inquiries that come to the customer experience inbox, Kipsu
Partner with operations and marketing teams as needed
Events
Work with CXD to understand staffing needs for events and schedule coverage as needed
Ensure Ambassadors understand all aspects of events and can communicate to customers accordingly
Oversee event execution when on duty to ensure delivery of the Related brand
Reporting
Create and manage the following reports: The Square Rewards Amenity Inventory Spreadsheet
The Square Promotions tracker including costs associated with each reward
Restaurant referrals trackers, including goals
Monitor Kipsu, Google reviews, Yelp, TripAdvisor for feedback from customers and manage responses accordingly
Support launch and management of internal secret‑shopping program Open Shop, including monthly reporting
Compile TWISP Awards submissions, completing due diligence of stories to prepare for review with CXD and selection of winners
Uniforms
Work with CXD to understand uniform expectations and standards
Along with CXD, monitor campus‑wide compliance to uniform standards, communicating deficiencies as necessary
Lead execution of uniform program for new hires and replacement pieces
Monitor nametag compliance and place orders monthly across portfolio
Gift Cards
Manage The Square Gift Card program in all aspects
Process all special batch orders for Related and other groups as needed
Produce monthly spreadsheets for quarterly accounting audits
Liaison with Giftwise and Marketing team for inventory of new cards, card redesigns, etc
Qualifications Key Attributes
Build rapport quickly and effectively with customers and colleagues
Superior ability to inspire and galvanize staff around business objectives
Fearless commitment to exceeding expectations
Ability to hold themselves and others accountable
Experience developing employee performance development plans
Strong project management capabilities
Anticipating customer and business needs
Exceptional verbal and written communication skills
Impeccable meeting etiquette
Capacity to adapt and overcome challenging situations
Strong critical‑thinking skills, particularly around problem solving
Ability to continuously improve and seek growth
Vast experience interacting with and assisting customers
Clear sense of when and what to delegate
Education and Professional Qualifications
1+ years management experience
2+ years in Retail
2+ years in Customer Service/Experience/Hospitality
Minimum of Bachelor’s degree
Benefits
Personalized Health Care : Multiple medical, dental, and vision plan options; Employee Assistance Program
Financial Benefits : Competitive salary and incentive packages; matching 401(k); FSAs and HSA; employer‑paid life and AD&D insurance; paid leave & disability programs
Social Wellness : 19+ days of PTO; mental health counseling & resources; fertility, surrogacy, and adoption assistance; volunteer days and donation matching
Career Development : Learning & training programs; tuition & certification reimbursement; internal advancement opportunities
Overview Related Ross is transforming urban life in West Palm Beach and Palm Beach County, creating opportunities for all who live and work here. For over two decades, the company has worked to develop dynamic neighborhoods that are innovative, vibrant and inclusive. With completed, in development and planned properties in West Palm Beach and new development activity emerging in Palm Beach County, Related Ross is making long‑term investments to transform and support local communities and build growth in the region.
Related Ross is a West Palm Beach‑based organization that recently emerged as an independent entity from within Related Companies. Formed in 1972, Related Companies is the most prominent privately‑owned real‑estate firm in the United States with major developments within a premier portfolio valued over $70 billion across Boston, Chicago, San Francisco, LA, Washington DC and London.
Related Ross believes in investing in its talent and cultivates a positive, team‑oriented environment where every voice is valued. Employees are encouraged to boldly take on new challenges, transcend the status quo, and demonstrate a strong entrepreneurial spirit. In its relentless commitment to excellence, Related Ross works to foster an innovative approach in its team members so that they can positively impact the communities in which they conduct business.
Learn more about Related Ross at https://www.relatedross.com/.
We are proud to be an equal opportunity employer and are deliberate about the team and culture we are building. We aim to ensure competitive total compensation that is commensurate with experience, workplace geography, and market standards.
For information about how we use your personal information, including information submitted for career opportunities, please review our Privacy Policy at https://www.related.com/privacy-policy.
#J-18808-Ljbffr