Customer Experience Marketing Specialist

Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®. At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life.

The Customer Experience Marketing Specialist is responsible for implementing, monitoring, and analyzing customer experience strategies that enhance customer satisfaction, retention, and loyalty. Conduct customer surveys and analyze data to identify customer/resident needs, pain points, and opportunities for improvement. Maintain customer journey maps (i.e., visual representation that illustrates the various stages and touchpoints our Leads and Residents go through when interacting with our people, technology, and processes) and other marketing campaigns relevant customer experience documents to guide the development of customer-centric initiatives.

Responsibilities:

• Monitor and analyze customer feedback and engagement metrics to measure the effectiveness of customer experience initiatives and make data-driven recommendations for improvement.
• Implement survey campaigns that target both customers and residents. Maintains and deploys CRM views and PowerBI reports; customizes views and reports to satisfy market needs; organizes reports to address specific questions about customer experience strategies.
• Maps out the customer journey and identifies pain points and works with Director, Customer Experience to develop strategies to improve the overall customer/resident experience.
• Stay up to date on the latest survey trends and innovations in the CX space (i.e., subscribe to industry publications, blogs, and stay up to date with the technology we use and new features that are added).

Requirements:

• Bachelor’s degree in Marketing, Consumer Insights or a related field required.
• Master’s degree in Marketing or a related field preferred.
• Minimum of two (2) years of experience working in a marketing capacity required, preferred experience in customer journey, brand/customer surveys and/or consumer insights.
• Minimum two (2) years of active marketing experience with hands on, development and execution of marketing strategies preferred.
• High knowledge of reporting software preferred (i.e., Power BI or Tableau).
• Experience using survey tools (Customer Voice, Qualtrics) and CRM (Salesforce, Dynamics365).
• Any marketing certifications such as American Marketing Association (AMA) Certified Professional Marketer, Direct Marketing Association (DMA) Certifications, Hootsuite Certifications, Google Analytics certification, Adobe Certification etc. are preferred.
• Experience in social media listening, insights tools, analytics, reporting
• Excellent verbal and written communication, problem-solving, planning and analysis skills.
• Strong data entry/typing skills.
Strong relationship management, organizing and customer service skills.

Build your career with us:
At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. #LI-SC1, #LI-Hybrid

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