Customer Engagement Learning & Outreach Manager

At OneKey, when we hire an individual to fill a position, it is not to simply perform a function, but to contribute to the culture of the entire organization. OneKey MLS is an Equal Opportunity Employer, and our valued team members possess different strengths, experiences, and backgrounds, yet share a passion for collaborating to solve problems. All our employees’ points of view add value and contribute to our organization’s success. In this position, OneKey MLS is looking for a team member that leads and succeeds, thinks creatively and critically, and adds positively to our team. We’re looking for an individual contributor who embraces our organizational values of Integrity, Service, Collaboration, Adaptability, and Innovation.

OneKey MLS is looking for a Customer Engagement Learning & Outreach Manager that will help amplify the OneKey MLS brand through learning & outreach channels to our customers. This role will serve as a critical voice for the company and brand. The ideal candidate for this newly created role will have a passion for learning, service, increasing customer engagement, and ensuring alignment with the vision of the OneKey MLS and business strategy. This position reports to the VP of Customer Engagement and is an exempt, full-time position.

Salary Range: $85,000-$100,000/ year

Essential Duties and Responsibilities

Learning & Development:

• Customer Onboarding: Improve the customer onboarding process to ensure new customers have a positive experience.
• Customer Retention: Identify at-risk customers and implement actions to prevent churn.
• Product Adoption: Understand how our customers use our products and make decisions to improve their experience and drive use of OneKey solutions.
• Create and manage a live outreach event calendar that maximizes existing resources and nurtures good customer rapport.
• Building & maintaining learning library components
• Ideate, create, and deliver compelling and shareable learning and development content.
• Act as a learning channel owner, establishing and advising on best practices and overseeing responses and engagement to customer learning comments and queries in a timely manner.
• Manage outreach & learning campaigns from start to finish.
• Setting, monitoring, and providing regular reporting to better inform future efforts.
• Contribute to social media live events.
• Identify ongoing L&D needs and build future roadmap.
• Stay up to date with the latest learning & engagement tactics, trends, and platform changes to optimize future efforts.
• Monitor competitor and industry activity and proactively share relevant updates with internal teams.
• As needed, work with contracted trainers to ensure deliverables are met and that their plans are informed by our strategies.
• Document and cross train duties for coverage.
• Other duties as assigned.

Advocacy & Engagement:

·      Brand Advocate: Act as the face and voice of the OneKey brand

• Communications: Maintain clear and consistent communication with customers.
• Data Analysis: Use data and metrics to make informed decisions.
• Collaboration: Work with other departments to ensure a cohesive approach to customer success and engagement.
• Customer Feedback: Develop a feedback loop to boost internal understanding of customer needs and behaviors, and assure customers feel heard.
• Identify and engage with key customers.
• Engage in active listening to stay abreast of timely conversations, events, and brand activations to implement into our efforts.
• Work with internal teams on implementing strategies that engage, inspire and connect consumers, subscribers, potential subscribers, vendors and partners with the OneKey MLS Vision, Mission, and strategic priorities.
• Be an advocate and voice for the customer, capturing testimonials and feedback, and coordinating internally to incorporate OneKey MLS user voices into our decision-making.
• Thoroughly document, review, analyze, and report on plans and assets.
• Develop systems and approaches for measuring performance of programs and bringing visibility across the organization to the work.

Educations, Certifications, and Experience

Required Skills:

• Experience managing learning and outreach for accounts, ideally working within a collaborative team.
• Demonstrated success in building and implementing learning and success content and plans that engage, educate, and deliver results against pre-defined measurement criteria.
• Experience with engagement plans and strategies.
• Deep understanding of learning platforms and analytics.
• Ability to work within deadlines with multi-tasking skills.
• Strong program and project management skills and the ability to execute cross-functionally on multiple projects with multiple stakeholders in a fast-paced, agile environment.
• Exceptional written, verbal, organizational, and presentation/training skills
• Ability to work individually and remotely and to collaborate within a team environment to achieve goals.
• Self-motivated and proactive, with a strong sense of ownership and accountability.
• Enthusiasm for learning.
• Willingness to travel, as needed.
• Flare for finding efficiencies and solutions.

Nice to have:

·      Experience with learning, knowledge, and presentation platforms.

·      Experience with account management, client relationship, and experience software.

·      Knowledge and experience in the real estate technology or real estate professional realm.

(These essential job duties, requirements and skills are not to be construed as a complete statement of all duties, requirements, and skills. This position will be required to perform other job-related essential and non-essential duties, requirements, and skills as required).