Avenue5 is growing, and we are in search of a customer experience specialist to join our dynamic team of Fivers!

About Us

We are a vibrant third-party multifamily property management firm with locations across the United States. We are proud of our vibrant, inclusive, make-it-happen culture, where we: 

• Listen to our associates, recognize them, and give them room to grow
• Invest in our associates to help them become the best version of themselves
• Approach every important decision with our associates in mind
• Celebrate our associates’ successes and encourage them to raise the bar even higher

Summary of Responsibilities

The customer experience specialist manages ROI-driven marketing programs, partnerships, processes, strategies, and tools that provide support at scale for Avenue5’s regional marketing and operations teams. This role drives marketing performance and revenue for Avenue5 properties nationwide by executing innovative marketing solutions and leveraging best-in-class marketing techniques to maximize property performance by positively impacting the customer experience and resident retention.

Primary Responsibilities and Objectives

· Implement a comprehensive customer experience strategy aligned with the organization's goals and objectives

· Help to launch and maintain creative customer rewards experience programs that are unique to Avenue5, to enhance the resident experience by working with industry partners and local suppliers

· Help execute a go-to-market strategy for new customer experience endeavors/programs within Avenue5 and assist with the launch of these new products/execution of this strategy across various departments

· Create key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives

· Execute various duties to enhance customer satisfaction, retention, and lifetime value through data analysis and market research

· Help translate customer insights into actionable recommendations to address gaps and drive positive change

· Work cross-functionally with internal teams to implement program components as needed

· Develop, and disseminate promotional materials, and educate associates on program benefits and offerings

· Promote national marketing programs among internal stakeholders through a multi-faceted communications approach

· Enhance existing programs with additional functionality or customization

· Generate detailed reports, disseminate reports to internal stakeholders, and make specific recommendations for property and portfolio improvements based on reporting data

· Execute custom programs based on client needs or requests

· Field support questions and general inquiries from properties about specific programs Ensure all open and close procedures are completed daily

· Build effective property marketing programs and offerings including; customer experience, demand generation, retargeting, marketing automation, digital and social media to accelerate success for the properties nationwide in conjunction with other groups of the property marketing team

· Help create marketing campaigns by utilizing both digital and traditional marketing methods/channels (e.g., brochures, flyers, postcards, direct mail, billboards, email, landing pages, microsites, social media, and radio)

· Be able to understand the client and company business objectives to ensure maximization of property marketing and performance

· Understand the market landscape including technology trends, competitor strengths, and weaknesses as they relate to property management

· Maintain a working knowledge of all the features, functionality, and benefits that make Avenue5’s products and services superior in the multi-family property management space

· Perform other duties as assigned

Education and Experience

· A bachelor’s degree in marketing, communications, or business is required

· One year of experience in direct real estate multi-family marketing within the property management industry is preferred

· Pre-development, lease-up, and/or grand opening experience in the multi-family property management industry is a plus

· One to two years of experience in websites, ILSs, Craigslist, SEO, SEM, and digital data aggregators is a plus

· Experience in Yardi Suite of products, RealPage, or other equivalent systems is preferred

· Experience in OneSite and RENTCafé is preferred

· Participation in industry groups is a plus

· One to two years of digital, creative, and branding agency experience is preferred

· Intermediate level knowledge of project management software such as Wrike is preferred

· Experience in Google Drive, Google Docs, Google , Google Analytics and Google AdWords is preferred

Skills and Requirements

· Ability to work independently and prioritize effectively in a fast-paced environment

· Intermediate to advanced level knowledge of MS Office Suite including Outlook, Word, PowerPoint, and Excel (including Excel functions)

· Excellent written and verbal communication skills

· Exceptional project management skills are required (PMP certification is a plus)

· Strong understanding of property management industry trends, issues, and emerging technology

· Exceptional conceptual and creative thinking skills, as well as a solid knowledge of typography, color theory, design, and layout principles with a strong aesthetic sense

· Outstanding presentation skills, with the ability to command an audience of all internal and external stakeholders

· Demonstrated experience in managing, expanding, and developing relationships with clients

· Entrepreneurial mindset and go-getter attitude with proven ability to work independently as well as in a team setting

· Ability to create a climate in which associates want to do their best by leading and communicating a share vision with associates and providing coaching and development

· Ability to maintain a positive demeanor, voracious appetite to learn new things, and excellent professional judgment

· Required to complete and successfully pass the Avenue5 Fair Housing, Diversity and Inclusion Training within the first 30 days of employment

Scheduling

· Required to maintain a regular schedule which may require working overtime, weekends, and non-traditional holidays

Environment

· Exposure to an environment typically found in an office building

Physical Requirements

Avenue5 will make reasonable accommodations to enable individuals with disabilities to perform essential functions. These functions include, but are not limited to:

· Ability to lift, push and pull up to 25 pounds

· Must be able to observe and detect signs of emergency through visual and/or auditory cues

· Must be able to remain stationary, move around, reach, and position oneself as needed for extended periods of time

· Ability to communicate and express or exchange ideas with others, as well as, those activities in which they must convey detailed or important instructions to other workers accurately, loudly, or quickly

· Ability to perceive the nature of sounds at normal speaking levels, including the ability to receive detailed information through oral communication, and to make the discriminations in sound

· Visual requirements including color, depth perception, and field vision

· Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct

· Ability to tolerate stressful situations

· Ability to work under minimal to moderate supervision

This job description is not an all-inclusive list of functions and tasks. Over the length of employment, these functions and tasks may change.

Diversity

Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.