Manager, Customer Experience

  • National Association of REALTORS®
  • Chicago
Full time Marketing

Job Description

Location: This position is only located in the Chicago or DC area

Position Summary:
We're seeking a talented Customer Experience Manager to join our Customer Experience Team. You’ll be part of a team working towards accelerating product growth, processes, and technology with the goal of delivering an extraordinary customer experience.  Successful candidate will report to the Director of Customer Experience and will help promote the importance of CX across the organization and work in collaboration with other NAR teams and business leaders to drive synergies across other businesses within the Strategic Business, Innovation & Technology Group and the National Association of REALTORS®.
Duties and Responsibilities:
Act internally as an advocate for NAR members bridging communication from them to our teams
Identify research opportunities, and unknown customer needs through data analysis, primary and secondary research and competitive/industry intelligence.
Collect customer data from different sources (surveys, mapping customer journeys, Voice of the Customer, etc), to analyze and to convert into insights to identify opportunities
Identify improvement opportunities and develop innovative CX strategies to increase member experience
Define key success metrics, set performance goals, and continually monitor key performance indicators for improvement withing the REALTORS® Benefits Program
Work with the production and creative teams to ensure delivery of high-quality products and programs
At least 5 years of related experience and leadership
Demonstrated ability to create shared vision, inspire collaboration, and drive change
Track record of customer-centric decision-making
Demonstrated ability to develop, adapt, and manage short & long-term plans and strategies to create value
Effective communication skills—verbal, written, and presentation
Demonstrated ability to work cross-functionally
Strong member relations and interpersonal skills with a high level of response to all inquiries
Ability to travel up to 20% (when business travel resumes)