Director, Experience Management

Position Summary

RE/MAX is seeking an experienced and visionary Director of Experience Management to lead and drive our efforts to deliver world-class experiences for our agents, franchisees, and customers. This role is responsible for developing strategies, managing teammates, and leveraging data-driven insights to enhance every interaction across the customer journey. The ideal candidate will have a deep understanding of customer experience (CX) principles, a passion for innovation, and the ability to work collaboratively across departments to foster a culture of exceptional service and continuous improvement.

Key Responsibilities

Strategy Development & Execution

• Assist in the design and implementation of a comprehensive customer experience strategy aligned with RE/MAX’s mission, vision, and business goals.
• Define and prioritize CX initiatives to enhance customer satisfaction, loyalty, and retention across all touchpoints.
• Drive cross-functional collaboration to integrate customer-centric practices into the organization’s culture and operations.

Customer Journey Optimization

• Map and analyze the customer journey to identify pain points and areas of opportunity.
• Lead the development of personalized, seamless experiences that deliver value to customers and improve their engagement with RE/MAX.
• Implement strategies to improve self-service adoption through tools like portals, apps, and knowledge bases.

Data & Insights

• Utilize customer feedback, surveys, analytics, and market research to inform decisions and optimize the customer experience.
• Define and track key performance indicators (KPIs) such as NPS, CSAT, CES, and customer retention rates.
• Present actionable insights to executive leadership and stakeholders to influence decision-making.

Team Leadership & Collaboration

• Lead, mentor, and develop a team of CX professionals and effectively partner with cross-departmental resources.
• Work closely with Support, Marketing, Sales, Technology, Education and Product teams to align efforts and ensure a cohesive experience.
• Foster a culture of accountability, innovation, and customer obsession within the CX team and across RE/MAX.

Technology & Tools

• Evaluate, recommend, and oversee the advancement and maturity of CX technologies, including CRM systems, customer portals, and CX feedback platforms.
• Drive automation and efficiency while maintaining a personalized, human-centric approach to service.

Operational Excellence

• Ensure the CX organization meets aggressive response times, resolution rates, and customer satisfaction benchmarks.
• Develop scalable processes and frameworks to support RE/MAX’s growing network of agents and franchisees.

Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, or related field (Master’s preferred).
• 8 years of experience in customer experience management, customer service, or related roles, with at least 3 years in a leadership capacity.
• Proven success in designing and implementing CX strategies at a multi-channel, multi-location organization.

Skills & Competencies

• Strong knowledge of CX frameworks, including NPS, CSAT, CES, and customer journey mapping.
• Exceptional leadership skills with the ability to inspire and develop high-performing teams.
• Strong analytical skills, with the ability to interpret data, generate insights, and drive data-informed decisions.
• Outstanding communication, presentation, and stakeholder management skills.
• Proficiency in CX tools and technologies, such as Qualtrics, Dialpad telephony, Salesforce, Zendesk, or similar platforms.

Personal Attributes

• Customer-obsessed mindset with a passion for delivering value and exceeding expectations.
• Strategic thinker with a hands-on approach to problem-solving.
• Collaborative team player who thrives in a fast-paced, results-driven environment.

Why Join RE/MAX?

At RE/MAX, we are committed to empowering our agents, franchisees, and employees to succeed. By joining our team, you’ll have the opportunity to shape the future of the customer experience at one of the most recognized names in real estate. You’ll work alongside passionate, innovative professionals who are dedicated to making a difference for customers and communities worldwide.

Hire Range/Rate:

$98,800 - $130,000

Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level, experience, industry specific knowledge, education/certifications, or geographic location.  The offer rate represents one component of the RE/MAX Holdings total compensation package.  Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.

• Competitive Medical, Dental, and Vision benefits
• Retirement plans with optimal company match
• Annual bonus/merit opportunity
• Educational Assistance
• Mental Health support program
• M.O.R.E. Events offered in-person and virtually
• Mentorship program
• Employee Resource Groups 
• Community Engagement
• Diversity, Equity, and Inclusion
• Parenting
• Remote
• Women at RE/MAX

RE/MAX, LLC & Motto Mortgage

Now is your chance to become part of a world-class, industry leading organization. RE/MAX Holdings, Inc. is a business that builds businesses. We provide the tools, education and tech to our real estate network, which includes RE/MAX and Motto Mortgage franchises, agents, brokers, and consumers. Join us and build a career where your contribution is heard, your innovative ideas are valued, and hard work and collaboration truly makes a difference. Nobody in the world sells more real estate than RE/MAX!*

RE/MAX Holdings, Inc. is proudly headquartered in Denver, Colorado.  Certain roles may be location specific, however in addition to Colorado, we welcome qualified candidates in the following states: Arkansas, California, Florida, Georgia, Illinois, Massachusetts, Michigan, Ohio, and Texas!

RE/MAX Holdings, Inc. is proud to be an equal opportunity employer committed to diversity and inclusion, as well as non-discrimination in employment. All persons shall be afforded equal employment opportunity, and all qualified applicants receive consideration without regard to race, color, religion, gender, sexual orientation, national origin, age, veteran status, disability unrelated to performing the essential task of the job or other legally protected categories. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. 

*As measured by transactions sides

Application Deadline: February 1, 2025

Salary : $98,800 - $130,000