Manager, Customer Experience

POSITION: Manager, Customer Experience (The Cardinal Standard – Pathfinder/Self-Guided Tours) (Full Time, Exempt)

COMPENSATION:Pursuant to applicable regulations, if this job is performed in a relevant State, the salary range is $78,000-$84,000 plus bonus potential. ​Eligible to participate in the company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts.

SUMMARY

At Cardinal Group Companies, we are redefining the future of multifamily leasing by creating a seamless, innovative, and customer-first prospect journey. As the Manager of The Cardinal Standard (or Manager, Prospect Innovation), you will be responsible for shaping and optimizing how potential renters engage with our communities, from the first touchpoint to the signed lease. You’ll leverage cutting-edge marketing strategies, sales excellence, and emerging technologies to elevate the prospect experience and drive occupancy performance.

This role is perfect for a forward-thinking marketer and sales strategist who thrives on innovation, deeply understands prospect behavior, and can execute large-scale, high-impact marketing and sales initiatives.

RESPONSIBILITIES (Including but not limited to)

Sales & Marketing Excellence

• Develop and implement a standardized, best-in-class approach for leasing, ensuring consistency in prospect engagement across all communities.
• Partner with operations and onsite teams to enhance leasing conversion rates through training, data-driven insights, innovation, and an optimized sales process.
• Oversee digital marketing efforts, including SEO, paid media, and website optimization, to drive high-quality leads and increase tour conversions.
• Align to benchmark data for leasing and marketing to ensure we have operational accountability and are building true best-in-class solutions.

Innovation & Rollouts

• Lead the strategy and execution of Pathfinder, ensuring prospects have flexible, frictionless touring options that enhance their leasing experience.
• Partner with centralized services initiatives to optimize lead management, appointment setting, and follow-ups.
• Drive the adoption of autonomous site technologies, including AI, chatbots, self-guided tours, and digital leasing solutions.
• Identify and evaluate emerging technologies, platforms, and trends that can further streamline the leasing process and improve prospect engagement.

Cross-Functional Leadership

• Work closely with operations, CX3, and technology teams to align marketing and leasing efforts with broader business goals.
• Develop clear KPIs and reporting structures to measure the success of marketing and sales initiatives, optimizing based on data-driven insights.
• Serve as a thought leader and champion for innovation, ensuring our marketing and sales approach stays ahead of industry trends.
• Partner with People & Culture on next-generation Cardinal Way of Leasing content and execution of the program.

QUALIFICATIONS

• 5+ years of experience in multifamily marketing, leasing, sales strategy, or a related field.
• Proven track record in optimizing the prospect journey, from lead generation to lease conversion.
• Deep knowledge of AI-powered leasing tools, digital marketing, centralized leasing, and emerging proptech solutions.
• Strong analytical skills, with the ability to translate data into actionable strategies.
• Excellent communication, collaboration, and project management skills.
• Passion for innovation, technology, and reimagining the leasing experience.
• Expert knowledge of CRM platforms to manage leads and optimize the prospect journey.
• Strong understanding of evolving renter preferences and the ability to create personalized and seamless experiences

WORK ENVIRONMENT

The work environment characteristics described here represent those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents work in an office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

PHYSICAL DEMANDS

The physical demands described here represent those that a Team Member must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

 While performing the duties of this job, the Team Member is regularly required to use hands to finger, type, handle, or feel and talk or hear.  The Team Member must frequently stand, walk, reach with hands and arms, and stoop, or squat.  The Team Member is often required to sit.  The Team Member must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Routine local travel may be required to attend training classes, client visits, or other situations necessary for the accomplishment of some or all of this position's daily responsibilities. Non-routine, overnight travel may be required to attend company functions, training, property visits, and other situations necessary to accomplish special projects that may be assigned occasionally.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions and perform any other related duties as assigned by their Team Leader.