Vice President, Client Experience

Reporting to the SVP of Sales, the Vice President of Experience (VPX) defines how the company creates exceptional client and resident experiences, while partnering with Human Resources to ensure best-in-class associate experiences. The VPX engages with associates and communities through support, social media, and relationship-building efforts. This role is at the core of how Valet Living creates a remarkable experience to retain and grow our business. The VPX will regularly collaborate and liaise with all areas of the business, requiring both creative and operational muscle to excel.

Essential Duties:

• Increase the understanding of clients among all associates
• Increase the understanding of associates among company leaders
• Create experience strategies and initiatives that best support both Valet Livings clients and associates
• Execute deliberate, disciplined design and delivery of experiences to clients and associates
• Create connections between CX and AX, and advocate for the integration they require, whether technical or otherwise
• Champion clients and associates perspectives in the companys strategic decision-making
• Map the customer journey and foster a culture where every client touchpoint is a chance to make their experience remarkable
• Measure the impact of CX on associates, the impact of AX on clients, and the impact of both on the companys KPIs
• Create the CX/AX team vision and roadmap, track metrics, organize projects, and remove blockers
• Drive client and associate retention and increase client and associate satisfaction
• Continually review and evolve the collection of processes the company uses to track, oversee and organize every interaction between the client and Valet Living throughout the client lifecycle
• Oversee the hiring, onboarding, and training of an organizations C/AX experience team
• Strategize with the marketing team to ensure delivery of high-quality C/AX collateral focused on creative retention efforts
• Lead Client Advisory Board program and initiatives

Qualifications:

• Driven to win, competitive and intellectually curious
• Flexible, passionate and a team player
• Comfortable with scrappy environments where one must do a lot with a little and where speed matters
• A self-starter with a deep passion for this field

Education & Experience Requirements:

• Have a proven track record for building excellent client and associate experiences
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (e.g., Salesforce) and MS Office (particularly MS Excel and PowerPoint)
• Experience delivering client-focused solutions to meet client needs
• Excellent listening, negotiation, and presentation abilities
• Strong verbal, written and interpersonal communication skills
• BA/BS degree in Business Administration, Sales, or relevant field
• Multifamily industry experience a plus, but not required

Valet Living is an Equal Opportunity Employer that values the strength diversity brings to the workplace. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, gender identity, marital status, disability, veteran status, or any other basis protected by applicable federal, state or local law.