Marketing Customer Experience Manager

Marketing Customer Experience Manager

$75000 - $90000 per year | Troy, MI | On-site | Permanent

A bit about us:

Customer Experience Manager

Location: Troy, MI (100% On-Site)

Position Type: Full-Time

Department: Marketing

Reports To: Marketing Director

Target Compensation: $85,000 – $87,000 / year (Up to $90,000 max, Commensurate with Experience)

About the Role

A leading property management firm in Troy, MI is seeking a Customer Experience Manager to join its newly restructured corporate marketing team. Supporting a growing portfolio of ~13,000 multifamily units across Michigan, this role bridges customer sentiment, digital discoverability, and brand strategy.

As the "voice of the customer" and searchability strategist, you will focus on optimizing the prospect and resident journey—from initial online search through leasing, move-in, and renewal. Working closely with the Marketing Director, Digital Experience Manager, and Regional Operations leaders, you will ensure property messaging, local search presence, and customer feedback strategies align to drive high engagement and occupancy.

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Why join us?

• New position due to growth
• Full-time position
• growing company
• Full benefits: health, dental, and vision

Job Details

Key Responsibilities

• Prospect & Resident Journey Optimization: Oversee customer touchpoints across the entire lifecycle, establishing communication standards and identifying opportunities to improve satisfaction and retention.
• Searchability & Local Content Strategy: Drive organic search visibility across the portfolio. Create and refine website copy, community descriptions, and messaging optimized for local SEO, search engines, and emerging AI/answer engines (AEO).
• Customer Sentiment & Feedback Analysis: Analyze survey data, resident feedback, and online reviews integrated within Yardi to identify operational gaps and highlight success areas.
• Reputation & Review Management: Utilize specialized tools (e.g., Zumper) to audit, manage, and mitigate negative online feedback across property channels.
• Cross-Functional Collaboration: Partner with Regional Managers and site teams during marketing reviews to present actionable data and strategy alignment (without direct site-level personnel management).
• Digital & AI Integration: Collaborate with the Digital Experience Manager (technical SEO, templates, Google Business Profiles) and Centralized Leasing team (EliseAI monitoring) to ensure unified marketing and communications.

Qualifications & Requirements

• Multifamily / Property Management Background: Direct experience in property management or residential real estate is required. (High-end hospitality experience may be considered if paired with strong digital marketing/SEO knowledge).
• Search & Content Expertise: Demonstrated experience in organic search, local SEO, content writing, and search engine discoverability strategies.
• Technical Proficiency:
  • Hands-on experience with Yardi (PMS) required.
  • Experience with review and reputation tools (e.g., Zumper, Google Business Manager).
  • Exposure to AI leasing tools (e.g., EliseAI) is a plus.
• Data & Analytics Mindset: Ability to translate survey results and customer feedback into actionable marketing/operations recommendations.
• Strong Communication: Excellent writing and verbal skills with a keen focus on brand tone, intent, and messaging.
• Location: Must be able to work 100% on-site at the corporate headquarters in Troy, MI (Standard schedule: Monday–Friday, 8:30 AM/9:00 AM – 4:30 PM/5:00 PM).

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