VP of Marketing & Customer Experience

Job Description

Job Description

Vice President of Marketing and Customer Experience

Job Summary

As the Vice President of Marketing and Customer Experience, you will lead the development and execution of strategic marketing and sales initiatives that drive the growth and performance of our multifamily communities. A strong, compassionate leader, you will inspire high-performing teams in delivering innovative marketing strategies, brand consistency, and revenue growth while ensuring alignment with overall company objectives.

In addition to overseeing marketing and sales efforts, you will also be responsible for enhancing customer experience, managing the company’s online reputation, and leveraging resident feedback to continuously improve satisfaction and retention. This role requires a data-driven approach, ensuring all brand and marketing efforts are closely tied to improving community performance, brand image and customer engagement.

Key Responsibilities

Marketing and Sales Leadership: Develop and execute comprehensive marketing strategies to drive brand awareness, lead generation, and community occupancy. Oversee corporate sales efforts, ensuring alignment with community goals and revenue targets.

Brand Consistency and Presentation: Ensure the company’s brand is consistently presented across all platforms, including social media, websites, recruitment materials, public relations and etc. Lead the creation of brand marketing materials that reflect the company’s values and appeal to prospective residents, residents, potential employees and associates.

Performance-Driven Marketing: Ensure marketing efforts are directly tied to improving the performance of multifamily communities by increasing occupancy, retention, sales conversions and overall financial success.

Lead and Inspire Teams: Build, mentor, and motivate high-performing marketing and sales teams, fostering a culture of collaboration, innovation, and accountability.

Data-Driven Decision Making: Use data and analytics to assess the effectiveness of marketing strategies, measure the impact of sales efforts, and optimize lead generation campaigns to drive occupancy and growth.

Sales Strategy and Execution: Oversee sales activities, including lead generation, leasing sales process, to enhance community performance. Collaborate with the training team on sales training.

Collaboration with Leadership : Work closely with property management, asset management and corporate operations to ensure marketing and sales initiatives align with business goals, community objectives and operational needs.

Customer Experience Responsibilities

Customer Experience Enhancement: Oversee initiatives that improve the overall resident experience, ensuring marketing and customer service efforts are aligned to enhance satisfaction and retention.

Online Reputation Management: Actively manage the company’s presence across online review platforms, responding to resident feedback and proactively improving community ratings.

Resident Surveys and Feedback: Implement and manage regular resident surveys to gather feedback, identify areas for improvement, and use data to drive enhancements in customer experience and service delivery.

Customer Service Training: Collaborate with operations and training teams to ensure on-site teams are equipped to provide outstanding customer service and address resident needs effectively.

Public Relations and Crisis Management: Lead the company’s public relations efforts, managing crisis communications and protecting the company's reputation in the market.

Qualifications

• 10+ years of experience in marketing and sales management, with at least 5+ years in leadership roles. Multi-family marketing experience preferred.
• Bachelor’s degree in marketing required – Master’s degree in marketing preferred.
• Experienced driving team performance in the areas:
  • Portfolio strategy
  • Digital marketing and demand generation
  • Brand, content and creative
  • Analytics, reporting and optimization
  • Stakeholder & Vendor management
• Strong leadership skills with a proven ability to inspire, build, and lead a high-performing marketing team that drive revenue growth and community performance.
• Expertise in developing and executing data-driven marketing strategies, with a clear focus on lead generation, brand management, and community success.
• Proven ability to collaborate across departments, particularly with property operations, to ensure marketing and sales efforts support community performance.
• Excellent communication skills with a natural ability to inspire, lead, and motivate teams while focusing on both marketing performance and customer experience.

Competencies

• Strategic Marketing and Sales Mindset: Ability to develop and execute comprehensive strategies that drive occupancy and community performance.
• Customer-Centric Approach: Prioritize creating meaningful resident interactions and elevating satisfaction to foster long-term loyalty and community engagement.
• Data-Driven Decision Making: Uses analytics and performance metrics to inform marketing and sales strategies, continuously optimizing efforts for better results.
• Online Reputation Management: Proactively manages the company’s online presence and leverages feedback to drive improvements in reputation and community performance
• Compassionate Leadership: Inspires and motivates teams to achieve excellence through empathy, collaboration, and innovation.