Director OF Customer Service

Director of Customer Service Experience & Contractor Tenant Relations (Project Management) The Director of Customer Experience & Contractor/Tenant Relations serves as the senior leader responsible for all stakeholder-facing functions across Safe Harbor Lauderdale Marine Center. This role oversees a broad portfolio including captains, tenants, logistics and account management, member service specialists, contractor registration, and marina operations. The ideal candidate is a dynamic, people-first leader who excels at building cohesive teams, streamlining cross-functional operations, and ensuring every stakeholder touchpoint from initial reservation through departure and future follow-up reflects the highest standard of service. This position reports to General Manager. Essential Duties and Responsibilities Leadership & Team Management: Directly oversee department leads across office management/tenants & leasing, logistics & account management, member service specialists, contractor registration, and marina operations Foster a unified team culture centered on accountability, communication, and exceptional service delivery Conduct regular performance reviews, set departmental goals, and support professional development across all direct reports Ensure all teams are following standardized SOPs (e.g., Salesforce CRM protocols, onboarding and departure processes) and continuously improve those processes Reservation & Onboarding Oversight: Oversee the end-to-end customer onboarding process ensuring seamless handoffs between the logistics team, sales account managers (SAMs), and property account managers (PAMs) Ensure logistics team confirms resources, sends dockage agreements, collects insurance, and assigns PAMs in a timely manner for all short-term (under 7 days) reservations Monitor the reservation pipeline to ensure vessels are moved accurately from "bucket slip" to "Pending Review" to "Reserved" status upon contract and insurance completion Oversee PAM assignment logic: ensuring vessels with Safe Harbor Services or refit projects are matched to experienced PAMs and all others are distributed equitably Arrival & Stay Experience: Ensure PAMs are contacting all arriving vessels 10 days prior to confirm dates, crew lists, contractor access, and scope of work Oversee the 24-hour pre-arrival confirmation process, including slip assignment, tug coordination, and ETA confirmation Ensure day-of-arrival protocols are executed: vessel greeting, welcome packet delivery, length and scope confirmation, and fluid level checks for vessels being hauled Monitor ongoing stay management by PAMs including bi-weekly vessel touchpoints, contractor coordination, departure date tracking, and Salesforce updates Collaborate with events team for relationship-building activities such as crew events, client engagement meetings, and proactive upsell conversations around fuel, bottom jobs, tenants and Safe Harbor Service Departure & Post-Departure Process: Ensure PAMs initiate departure outreach 35 days in advance to confirm dates, fuel services, billing completion, and future reservation entry Oversee 24-hour departure confirmations including marina coordination, towing needs, and departure surveys Ensure day-of-departure procedures are followed: crew card collection, billing confirmation with Business Management, and hazardous materials fee advisement Confirm that post-departure follow-up is completed: system updates, departure emails to all relevant distribution lists, and SAM pipeline re-entry for future visits Contractor Registration, Sales & Office Operations: Champion contractors as a core and valued segment of the business treating registered contractors not merely as vendors subject to oversight, but as key partners whose success and satisfaction directly contribute to the quality of service delivered to vessel Oversee the contractor registration program ensuring all contractors working on vessels at the property are registered, authorized, in good standing, and meet all licensing and insurance requirements prior to vessel arrival Serve as the senior escalation point for all contractor registration issues, disputes, and policy exceptions Ensure PAMs are confirming contractor scope of work, lead times, and stay duration align with vessel reservation dates Lead the sales and work with marketing on strategy for contractor enrollment, actively recruiting qualified marine trades contractors, service providers, and vendors to become registered and approved contractors at the facility Develop and maintain contractor outreach materials, onboarding packets, and marketing collateral that clearly communicate the value, process, and requirements of the contractor registration program Build and manage relationships with contractor partners, serving as the primary point of contact for contractor inquiries, renewals, and escalations ensuring contractors feel supported, informed, and valued at every interaction Oversee the day-to-day operations of the customer-facing Contractor Registration Office, ensuring it is professionally staffed, welcoming, and equipped to assist contractors and vessel owners with registration questions, documentation submission, and badging Develop and implement a contractor services program that proactively supports registered contractors with resources, facility updates, scheduling assistance, and any tools that help them operate more effectively on property Establish and maintain a contractor database tracking registration status, license and insurance expiration dates, performance history, and renewal pipeline Develop contractor retention strategies including recognition programs, streamlined renewal processes, and regular communications to keep the contractor community engaged and informed Collaborate with marina and PAM teams to monitor contractor activity on property and ensure adherence to facility rules and safety standards Tenant Relations, Leasing & Business Development: Champion tenants as a vital and valued part of the business treating tenant relationships not merely as transactional lease agreements, but as long-term partnerships whose success, satisfaction, and growth are integral to the overall health and vitality of the property Oversee all aspects of tenant relations including lease administration, move-in/move-out coordination, day-to-day tenant communications, and issue resolution to ensure a consistently positive tenancy experience Serve as the senior escalation point for tenant concerns, disputes, and lease-related matters, working proactively to resolve issues and maintain strong, productive relationships Lead leasing efforts to maximize occupancy across all available rental spaces, including proactive marketing of vacant units, prospecting new tenants and managing the full leasing cycle from inquiry to signed agreement Develop and execute a tenant business development strategy that supports existing tenants in growing their presence and operations on property, connecting them with resources, referrals, and opportunities within the broader marina and vessel owner community Conduct regular tenant check-ins to understand business needs, satisfaction levels, and any challenges they are facing using that insight to improve the tenant experience and inform retention and leasing strategies Maintain a current and accurate picture of all rental inventory, vacancy rates, and lease expiration timelines to proactively address upcoming availability and minimize gaps in occupancy Develop tenant retention initiatives including lease renewal outreach, recognition of long-term tenants, and programming that fosters a sense of community among tenants and the broader property ecosystem Collaborate with marketing to promote available rental spaces and position the property as a premier destination for marine-related businesses and services Marina Operations Support: Champion the marina as the front door of the business the first and last impression for every vessel, captain, and crew member who visits the property and hold the team accountable to delivering a consistently warm, professional, and world-class waterfront experience. Ensure the marina is properly staffed seven days a week, including weekends and holidays, with adequate coverage across all shifts to meet the operational demands of a full-service marine facility and the service expectations of guests at all times. Set and enforce standards for how marina team members greet, assist, and interact with vessel owners, captains, crew, and guests ensuring every arrival is met with a friendly, proactive welcome and every departure is handled with professionalism and care. Oversee the marina teams role in providing comprehensive dockside support including line handling, vessel mooring and unmooring, power and water hookups, tug coordination, and general assistance to ensure vessels are safely and comfortably settled upon arrival. Ensure the marina team is briefed daily on scheduled arrivals, departures, haul-outs, and any special vessel or guest needs so they are prepared to deliver personalized, anticipatory service. Establish clear protocols for marina team communication with PAMs, logistics, and the broader operations team to ensure seamless coordination and information flow throughout a vessels stay. Oversee marina rules and regulations enforcement in a manner that is firm but respectful maintaining safety and order on the property while preserving positive relationships with guests and vessel crews. Ensure the marina team proactively identifies and escalates any vessel, safety, or guest experience issues to the appropriate team members in a timely manner. Oversee coordination with the maintenance department to ensure docks, power pedestals, water connections, and all marina infrastructure are in safe working order at all times. Monitor marina guest satisfaction through feedback, surveys, and direct observation, and implement continuous improvement initiatives to elevate the on-the-water experience.strategic oversight of marina operations to ensure a safe, well-managed environment for all members and guests Ensure marina team is coordinating power, water, tug needs, and mooring for all arrivals and departures Oversee marina's role in supporting PAMs during vessel stays, including electrical needs, rules and regulations enforcement, and tug support CRM & Systems Accountability: Ensure all customer data, vessel information, opportunities, and reservation statuses are accurately maintained in Salesforce and the property CRM in accordance with established SOPs Audit team compliance with data entry standards and system workflows Any other task assigned by the supervisor related to the job Customer Experience Customer satisfaction scores from arrival and departure surveys PAM bi-weekly touchpoint completion rate (target: 100% of vessels in stay) Welcome and onboarding completion rate (welcome packet, tour, gate cards delivered on day of arrival) Net Promoter Score (NPS) or equivalent member/guest feedback metric Arrival & Departure Process Compliance: 35-day pre-arrival contact completion rate 24-hour pre-arrival and pre-departure confirmation completion rate Day-of-arrival protocol adherence rate (greeting, fluid checks, scope confirmation) Departure survey completion rate Billing cleared prior to departure rate Contractor Registration & Service: Number of new contractors enrolled per quarter Contractor registration renewal rate Percentage of contractors verified as registered and in good standing prior to vessel arrival (target: 100%) Contractor registration issue escalation resolution time Contractor office walk-in and inquiry response time Contractor satisfaction score or feedback rating Size and growth of active contractor database year-over-year Contractor services utilization rate (usage of resources, scheduling assistance, and support programs) Tenant Relations & Leasing: Overall occupancy rate across all rentable spaces Vacancy fill time average days from unit becoming available to new lease signed Tenant satisfaction score or feedback rating Lease renewal rate Number of proactive tenant check-ins completed per quarter Number of new tenant inquiries generated through marketing and outreach efforts Escalation resolution time for tenant issues and disputes Percentage of lease expirations addressed 90+ days in advance Revenue & Upsell: Fuel service offer rate at departure Conversion rate on Safe Harbor Services and bottom job upsell conversations Future reservation capture rate at departure Occupancy rate across slips and tenant spaces Team Performance: PAM caseload balance and equitable assignment adherence Salesforce data entry compliance rate across the team Staff retention and engagement within managed departments Safety and Environmental Responsibilities: Follow SHM Safety and Environmental rules and complete required related training. Wear proper personal protective equipment as required for the task or work area. Report all accidents, injuries, spills and near misses immediately. Technical and Physical Requirements: 7+ years of progressive experience in operations, marina, hospitality, or a related field 3+ years in a senior leadership role managing multiple departments or teams Proven track record of delivering exceptional customer or member experiences at scale Experience managing CRM platforms (Salesforce preferred) and enforcing data entry standards Strong organizational and project management skills with the ability to prioritize across competing demands Excellent interpersonal and communication skills; ability to build relationships with diverse stakeholders including vessel owners, captains, contractors, and tenants Demonstrated experience in sales, business development, or contractor/vendor relationship management Experience in leasing, tenant relations, or commercial property management is strongly preferred Experience in marina, boatyard, or waterfront property operations strongly preferred Familiarity with dockage agreements, haul-out processes, and contractor registration frameworks is a plus Minimum Soft Skill Qualifications: Eagerness to engage in a growing, fast paced, and industry-leading company Consistently treats others with dignity and respect Genuinely serves others with humility and a positive attitude Frequently demonstrates a bias toward action Always communicates effectively and courteously to establish strong networks internally and externally to ensure that decisions are thoughtful of all stakeholders Follows policies and procedures while seeking out new and better ways of accomplishing duties Shows resolve and overcomes difficulties in a positive and productive manner Provides responsive service to our Teammates and Members Continuously puts forth the extra effort to accomplish duties Develop sound conclusions and makes decisions based on analysis of data and understanding of the business Works to build high performing teams while taking an interest in Teammates professional development Organize, plan and manage Teammates and processes efficiently Unfailing commitment to continuous learning and growth Acts with integrity and is open to feedback from all Teammates Willingly coaches teammates through change and leads all situations with positivity Safe Harbor Marinas, LLC (SHM) is the largest owner and operator of marinas in the world. As a fast growing company, SHM cultivates a team dynamic of passionate individuals led by the sharpest minds in the industry in order to serve the vibrant boating community that encompasses the SHM network. SHM teammates are committed to thinking critically, providing outstanding service and building relationships with all that we serve. SHM offers professional education and training opportunities and the chance to work with and learn from highly experienced professionals in the marine industry. In addition, SHM offers eligible employees healthcare benefits, 401(k) plans, paid time off, and relocation opportunities. Safe Harbor Marinas provides equal employment opportunities (EEO) to all employees and applications for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Safe Harbor complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The policy applies to all terms and conditions of employment #J-18808-Ljbffr