Customer Experience Manager
About The Position
About the Role: Bainbridge is seeking a Customer Experience Manager to drive our customer experience strategy and support high-performance lease-ups across our portfolio. This role combines sales leadership, leasing training, market insights, and resident experience programming to ensure every community delivers on our mission of Creating Exceptional Living Environments. If you are a strong communicator, problem-solver, passionate about sales, and excel at coaching to elevate customer experience in multifamily communities, we want to meet you. This position reports to the VP, Talent Acquisition, Development, and Experience (TDX).
Requirements
- Minimum 5 years of experience in the multifamily industry, ideally in sales, leasing, or customer experience.
- Proven success supporting or leading lease-ups, especially regarding customer experience.
- Strong communication, sales acumen, and customer service skills.
- High energy, enthusiastic, and genuinely passionate about elevating the resident journey.
- High school diploma or GED required.
- Ability to read, write, and communicate professionally.
- Ability to use AI.
- Strong mathematical and analytical skills.
- Understanding of lease terms, property operations, and collections.
- Proficiency with Word, Excel, and property management software (Yardi/OneSite preferred).
- Valid driver’s license required.
- Ability to travel up to 40%.
Responsibilities
- Lead customer experience initiatives across Bainbridge lease-ups, including rollouts, promotion, analysis, and ownership of certain resident rewards and portal software programs (Bilt and Loft).
- Drive resident survey initiatives and programming, monitoring and reporting on Satisfacts scores, online reviews, and help in the creation of action plans to achieve 4.5+ ratings.
- Support resident event programming, including Founders Club events.
- Coordinate and deliver Bainbridge Brand Camps with marketing.
- Support and reinforce lease-up operations to achieve high occupancy and conversion rates.
- Provide targeted virtual and in-person leasing and software training, coaching, and development to support Bainbridge’s best-in-class learning and marketing initiatives.
- Serve as the company’s sales expert, supporting teams with tactics that close leads and reporting on property visits to increase resident satisfaction and sales performance.
- Conduct market research and provide insights on competitors, pricing, and demand, partnering with TDX, software, and marketing teams to shape targeted traffic driving and retention strategies.
- Prepare operational, financial, and administrative reports as needed.
- Identify opportunities for improved efficiency, profitability, and customer satisfaction.
- Collaborate with community managers and leadership to share performance updates.
- Stay current on industry trends, tools, and best practices.
Benefits
- We provide a positive, growth-oriented environment and a workplace committed to respect, inclusion, and excellence.
- Bainbridge is a drug free, harassment free, and equal opportunity employer.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
