Director of Customer Experience

The Related Ross Director of Customer Experience oversees brand delivery across all Related Ross properties. This role ensures all staff members demonstrate consistent brand behavior across every customer-facing environment and experience including commercial office, retail, residential, hospitality and public spaces. They also ensure all program activations are executed in alignment with the brand. In order to achieve a successful program and culture, the individual in this role will be responsible for all aspects of the three-pronged approach to customer centricity: development and delivery of learning and coaching programs for Related Ross customer-facing staff; measurement of satisfaction and advocacy via customer and employee feedback; and employee acknowledgement and engagement. The Director of Customer Experience works closely with Related Ross and vendor/partner HR departments to establish and uphold recruitment protocols that effectively test candidates' CX proficiency. This person takes the lead in solving difficult customer situations, orchestrates responses to customer issues, provides on-brand recovery options, and personally interacts with customers on an as-needed basis. This role is also responsible for exploring ways to positively impact revenue, both directly and indirectly, including overseeing the CityPlace restaurant and retail referral program and managing the office tenant employee satisfaction platform.