The CX Manager is responsible for executing the Related Ross customer experience strategy across retail, office and hotel environments and ensuring its success – all in collaboration with the operations, marketing, and property management teams. To this end, this role directly oversees the performance of the Ambassador team in retail and office collection (in collaboration with the CXD), as well as assist the portfolio in monitoring operations that could lead to deficiencies in the customer experience. In addition, they ensure their team is staying within budgetary parameters and are executing our brand behaviors as efficiently and effectively as possible.

Key Responsibilities:

Ambassadors

• Recruit, interview, and onboard new Ambassadors
• Train Ambassadors on how to provide existing/new amenities
• Create staffing schedules
• Manage Ambassador payroll
• Conduct daily team briefings
• Provide ongoing coaching to Ambassadors
• Provide observations on performance and coaching updates of Ambassadors to CXD
• Conduct bi-weekly touch bases with each team member to discuss successes and opportunities
• Draft and submit end of year performance reviews
• Establish and communicate goals for each ambassador
• Adjust staffing when call outs occur
• Monitor weekly and monthly guest traffic reports
• Compile retail and campus-wide updates
• Update Guest Services Desk information binder
• Update all Contact List & Restaurant Hours Spreadsheets
• Provide objectives and updates to CXD prior to days off
• Debrief with CXD about activities during days off upon return
• Participate in daily property walks and compile deficiencies for CXD

Guest and Tenant Assistance

• Support Ambassador team with customer interactions when required
• Assist with and manage team answering tenant inquiries that come to customer experience inbox, Kipsu
• Partner with operations and marketing teams as needed

Events

• Work with CXD to understand staffing needs for events, schedule coverage as needed
• Ensure Ambassadors understand all aspects of events and can communicate to customers accordingly
• Oversee event execution when on duty to ensure delivery of the Related brand

Reporting

• Create and manage the following reports:

• The Square Rewards Amenity Inventory Spreadsheet
• The Square Promotions tracker including costs associated with each reward
• Restaurant referrals trackers, including goals
• Monitor Kipsu, Google reviews, Yelp, Trip Advisor for feedback from customers and manage responses accordingly
• Support launch and management of internal secret shopping program Open Shop, including monthly reporting
• Compile TWISP Awards submissions, completing due diligence of stories to prepare for review with CXD and selection of winners

Uniforms

• Work with CXD to understand uniform expectations and standards
• Along with CXD, monitor campus-wide compliance to uniform standards, communicating deficiencies as necessary
• Lead execution of uniform program for new hires, replacement pieces
• Monitor nametag compliance, place orders monthly across portfolio

Gift Cards

• Manage The Square Gift Card program in all aspects
• Process all special batch orders for Related and other groups as needed
• Produce monthly spreadsheets for quarterly accounting audits
• Liaison with Giftwise and Marketing team for inventory of new cards, card redesigns, etc

Key Attributes:

• Build rapport quickly and effectively with customers and colleagues
• Superior ability to inspire and galvanize staff around business objectives
• Fearless commitment to exceeding expectations
• Ability to hold themselves and others accountable
• Experience developing employee performance development plans
• Strong project management capabilities
• Anticipating customer and business needs
• Exceptional verbal and written communication skills
• Impeccable meeting etiquette
• Capacity to adapt and overcome challenging situations
• Strong critical thinking skills, particularly around problem solving
• Ability to continuously improve and seek growth
• Vast experience interacting with and assisting customers
• Clear sense of when and what to delegate

Education and Professional Qualifications:

• 1 + years management experience
• 2 + years in Retail
• 2 + years in Customer Service/Experience/Hospitality
• Minimum of Bachelor’s degree

Benefits:

• Personalized Health Care: Multiple medical, dental, and vision plan options; Employee Assistance Program
• Financial Benefits: Competitive salary and incentive packages; matching 401(k); FSAs and HSA; employer-paid life and AD&D insurance; paid leave & disability programs
• Social Wellness: 19+ days of PTO; mental health counseling & resources; fertility, surrogacy, and adoption assistance; volunteer days and donation matching
• Career Development: Learning & training programs; tuition & certification reimbursement; internal advancement opportunities

Related Ross is transforming urban life in West Palm Beach and Palm Beach County, creating opportunity for all who live and work here. For over two decades, the company has worked to develop dynamic neighborhoods that are innovative, vibrant and inclusive. With completed, in development and planned properties in West Palm Beach and new development activity emerging in Palm Beach County, Related Ross is making long-term investments to transform and support local communities and build growth in the region.

Related Ross is a West Palm Beach-based organization that recently emerged as an independent entity from within Related Companies. Formed in 1972, Related Companies is the most prominent privately-owned real estate firm in the United States with major developments within a premier portfolio valued over $70 billion across Boston, Chicago, San Francisco, LA, Washington DC and London.

Related Ross believes in investing in its talent and cultivates a positive, team-oriented environment where every voice is valued. Employees are encouraged to boldly take on new challenges, transcend the status quo, and demonstrate a strong entrepreneurial spirit. In its relentless commitment to excellence, Related Ross works to foster an innovative approach in its team members so that they can positively impact the communities in which they conduct business.

Learn more about Related Ross at https://www.relatedross.com/.

We are proud to be an equal opportunity employer and are deliberate about the team and culture we are building. We aim to ensure competitive total compensation that is commensurate with experience, workplace geography, and market standards.

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