Client Relations Director

Overview

If you love making people feel at home, you’ll love working at Willow Bridge Property Company. Whether you’re just starting your career or joining later in your journey, we’re eager to help you find your perfect fit. Willow Bridge is a full-service residential property company with deep roots in the industry. Since our early days as Lincoln Property Company, we set the standard of excellence for multifamily operators and developers. Active in more than 75 markets in the U.S., Willow Bridge oversees over 180,000 apartment units and has $3B in owned assets under management.

Willow Bridge is currently hiring for an experienced Client Relations Director to oversee the development and implementation of strategic action plans that will promote growth, achieve client satisfaction and satisfy or exceed the stated goals of the organization. We are looking for an entrepreneurial-minded person who enjoys building relationships with their team and with customers. Does that sound like you? Become part of the Willow Bridge family and grow your career path today.

Responsibilities

Position Overview:

The Client Relations Director plays a pivotal role in managing and strengthening relationships with key clients within our multifamily property management portfolio. This strategic leadership position is responsible for ensuring client satisfaction, retention, and growth. This role involves working cross-functionally with internal teams to deliver exceptional service, aligning strategies with client expectations, and drive new business opportunities.

Key Responsibilities:

• Client Management and Retention:
• Build and maintain trusted relationships with key clients by understanding their strategic goals and aligning our services to meet their needs.
• Develop customized strategies to improve client satisfaction and foster long-term loyalty.
• Address client concerns and escalations promptly, ensuring high levels of satisfaction.
• Business Development and Growth:
• Identify and pursue opportunities to expand services and increase revenue within existing accounts.
• Collaborate with sales and business development teams to prepare proposals and deliver client pitches.
• Provide insights into client needs and industry trends to shape strategic growth initiatives.
• Operational Oversight:
• Partner with internal operations teams to deliver seamless service and address any performance gaps.
• Oversee client initiatives from planning through execution, ensuring timelines and deliverables are met.
• Monitor and report on project outcomes, aligning them with client goals and organizational objectives.
• Reporting and Performance Analysis:
• Track and analyze key metrics related to client satisfaction, revenue growth, and service performance.
• Generate data-driven reports to provide actionable insights to senior leadership and support decision-making.
• Continuously evaluate performance and identify opportunities for improvement.
• Strategic Communication:
• Serve as the primary liaison between clients and internal teams, ensuring clear and consistent communication.
• Keep clients informed about service updates, company initiatives, and relevant industry developments.
  
  

Qualifications

Critical Skills & Qualifications:

Required Skills:

• Account Management Expertise: Proven ability to manage complex accounts, ensuring client satisfaction and growth.
• Sales and Business Development Knowledge: Experience supporting sales teams and identifying up-selling opportunities.
• Project Management Proficiency: Ability to manage multiple projects using tools like Asana or Trello.
• Financial Acumen: Understanding of budgeting, forecasting, and presenting ROI to clients.
• Data Analytics and Reporting: Skilled in using CRM and analytics tools to track performance and trends.
  
  

Preferred Skills:

• Communication Excellence: Strong written and verbal communication skills tailored to various audiences.
• Relationship Building: Client-focused approach with a track record of building and maintaining trust.
• Problem-Solving: Creative and adaptable in addressing challenges and developing solutions.
• Negotiation and Persuasion: Confident negotiator who can align client and company objectives.
• Strategic Thinking: Ability to anticipate client needs and develop growth-focused strategies.
  
  

Willow Bridge Benefits:

Willow Bridge Property Company offers competitive pay, a benefits package that includes health, dental, vision and 401(k) and opportunities for career development and advancement.