Director, Customer Experience

Director, Customer Experience

SROA Capital is seeking a Director of Customer Experience to lead the development and execution of exceptional, insight-driven customer interactions that drive engagement, retention, and brand affinity across all touchpoints. This role will focus on translating market trends, consumer insights, and storytelling into impactful experiences that elevate the brand for both self-storage customers and investors.

Reporting to the Chief Innovation Officer, the Director will collaborate across marketing, sales, operations, and investor relations to identify opportunities for innovation, create meaningful customer connections, and deliver compelling digital and in-person experiences. This individual must be curious about markets and consumer behaviors, passionate about branding and customer experience, and comfortable presenting creative ideas to internal teams and external audiences.

Key Responsibilities

Customer Engagement & Market Insights

• Engage directly with customers (self-storage tenants and investors) to understand their needs, motivations, and friction points, using these insights to enhance the overall experience.
• Develop localized customer engagement strategies, leveraging community trends, data insights, and on-the-ground feedback to craft compelling marketing campaigns.
• Serve as the bridge between customer sentiment and internal teams, identifying trends, opportunities, and innovations that shape SROA’s go-to-market strategy.
• Regularly interact with external customers, delivering impactful storytelling and presentations that demonstrate SROA’s value proposition and digital transformation initiatives.

Brand Strategy & Content Leadership

• Oversee all branded channels (website, social media, email marketing, paid media, and investor communications) to ensure a consistent and compelling brand voice.
• Lead the brand transformation strategy, ensuring messaging, visuals, and customer touchpoints reflect SROA’s industry leadership and innovation.
• Develop high-impact marketing materials, including one-pagers, brochures, presentations, videos, and innovation-focused content for internal teams and external audiences.
• Partner with internal teams and agencies to roll out brand initiatives, enhance digital presence, and improve marketing communication efforts.

Social Media Growth & Digital Experience

• Expand and optimize SROA’s presence across key social media platforms, leveraging audience insights and engagement trends to inform content strategy.
• Develop and execute platform-specific storytelling for LinkedIn, Twitter, Facebook, Instagram, and emerging channels.
• Collaborate with internal teams and content creators to develop compelling videos, interactive experiences, and thought leadership content that strengthens brand credibility.
• Measure and optimize social performance through data-driven testing, audience segmentation, and engagement tracking.

Marketing Innovation & Event Strategy

• Drive strategic customer initiatives that highlight SROA’s capabilities, whether through digital content, virtual events, or in-person experiences.
• Support proactive and reactive customer-driven projects, ensuring marketing activations align with business goals and create commercial impact.
• Oversee marketing communication and event execution, including trade shows, investor summits, and localized engagement activations.
• Collaborate with category marketing, growth teams, and product teams to ensure cross-functional alignment on key messaging and innovation strategies.

Qualifications & Experience

• 7-10 years of experience in customer experience, brand strategy, marketing communications, or digital experience within real estate, private equity, finance, or consumer-facing industries.
• Strong storytelling skills, with the ability to translate customer insights and data into compelling presentations and market strategies.
• Passion for customer engagement, with experience working directly with customers and internal teams to shape brand perception and drive growth.
• Experience with social media strategy, audience engagement, and performance tracking.
• Proficiency in marketing automation platforms (Klaviyo, HubSpot, Marketo, Pardot), CRM strategies, and customer journey mapping.
• Strong presentation skills, with the ability to engage stakeholders and customers in impactful ways.
• Experience in event management, marketing activations, or experiential campaigns is a plus.

SROA Offers:

• Competitive pay with bonus potential
• UKG Wallet – on-demand pay option
• 100% paid medical coverage options for employee-only
• Dental and vision plans for optimal care
• Eight (8) paid holidays
• Generous Paid Time Off (PTO), increasing with years of service
• Paid Maternity and Parental Leave for growing families
• 401(k) with substantial employer match and 100% immediate vesting
• Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and Dependent Care Flexible Spending Accounts (DCFSA) for tax-advantaged savings
• GAP Insurance for added financial protection
• Employer-paid Life Insurance and Short-Term Disability coverage
• Long-Term Disability (LTD) coverage for added peace of mind
• Pet insurance – because your pets are family too
• Storage Discounts to help you declutter and organize
• Access to Voluntary Benefits for personalized coverage
• Learning and development opportunities to maximize your potential and excel in your career
• A great culture that values collaboration, innovation, and inclusivity

SROA Capital is a vertically integrated private equity real estate and technology platform. Our success is driven by a focused strategy of investing in self-storage on behalf of our principals and partners under the brand Storage Rentals of America. Currently, our portfolio comprises over 667 self-storage facilities totaling over 22 million square feet.

At SROA, we offer a career and opportunity to grow. We strongly believe in growing our talent and promoting within. We are proud to be honored as one of the TOP WORKPLACES of South Florida by the Sun Sentinel.

SROA is an Equal Opportunity employer and uses the federal government E-Verify system to verify employment eligibility.