Digital Leasing Experience Manager
Apply on
Job Description
Hillpointe is a fully integrated real estate development and investment management firm focused on developing market-rate workforce housing across the Sun Belt. Ranked at the top of NMCH's Builders and Development companies, our team ensures best-in-class execution. This position is more than just a job - it's a career-defining opportunity! At Hillpointe, you'll be part of a dynamic, innovative team that makes tangible impacts on day-to-day operations and contributes directly to overall success.
Digital Leasing Marketing Manager
Job Summary:
The Digital Leasing Experience Manager will lead the strategic implementation, management, and optimization of key digital leasing technologies, including the CRM, video messaging platform, and self-guided touring platform. By focusing on technology adoption, enhancing customer experience, and maintaining rigorous performance monitoring, this role will ensure that our self-service digital leasing process and leasing teams are equipped to deliver consistent, branded, and efficient leasing services that increase conversion rates and customer satisfaction. In addition, the Digital Leasing Experience Manager will conduct regular audits, provide data-driven insights, and ensure continuous training to ensure the leasing teams deliver branded and consistent customer experience to further support ongoing success and scalability. Homing in on best practices, the Digital Leasing Experience Manager will begin to shift initiatives from a dominant agent-led model to a self-guided model for lead to lease conversions.
The Digital Leasing Experience Manager is a key leader responsible for shaping the customer journey through innovative digital leasing platforms. This role will drive the integration and optimization of technology solutions that enhance the leasing experience, streamline operational processes, enhance customer communications, and improve conversion rates. Focused on creating a seamless and intuitive experience for prospective residents, this role will ensure that our customers engage an intuitive and engaging means to tour and make decisions independently, and leasing teams have the tools, training, and insights necessary to deliver outstanding customer service throughout the entire leasing cycle.
Essential Responsibilities:
- Lead initiatives that enhance customer engagement and overall conversion success throughout the digital leasing process, ensuring prospects experience an intuitive, personalized, and responsive journey.
- Work closely with the leasing teams to ensure that all digital tools and processes support an elevated level of customer satisfaction, from inquiry through lease signing.
- Gather and act on customer feedback, making continuous improvements to ensure that leasing technology meets the evolving needs of prospects.
- Manage the deployment, optimization, and continuous improvement of digital leasing platforms that directly enhance customer interactions and simplify the leasing process.
- Manage the deployment, optimization, and continuous improvement of Hillpointe branded leasing content, including personalized messaging, videos, and tour routing to directly enhance customer interactions and simplify the leasing process.
- Collaborate with technology vendors and internal teams to ensure seamless integration of tools like video messaging, virtual tours, self-guided leasing, and automated communication systems.
- Conduct regular audits of leasing technologies to ensure they deliver consistent and branded customer experience across all touchpoints.
- Capture, document, and streamline leasing workflows to reduce friction and improve operational efficiency.
- Monitor and assess leasing team interactions to ensure proficiency in using digital platforms, technology packages, and relative narrative to enhance customer experience.
- Create and maintain process documentation to ensure that leasing teams can consistently deliver efficient, customer-first leasing experience.
- Produce and publish weekly leaderboard statistics and Hillpointe branded 'Profit Pulse' calculators by Community and by individual.
- Monitor and report on key performance indicators (KPIs) focused on both customer satisfaction and digital leasing success.
- Analyze customer journey data and leasing metrics to identify areas for improvement, providing actionable insights to the leasing and marketing teams.
- Create feedback loops that enable leasing teams to continuously refine processes and technologies based on real-time performance data.
- Educate new leasing team members, introducing them to the platforms and processes mapped for conversion success.
- Provide ongoing training for the leasing team on recent technologies and best practices for digital customer engagement.
- Regularly assess conversion margins and skills gaps to develop targeted messaging and training to ensure full leverage of digital platforms/tools to enhance the leasing experience.
- Collaborate with the leasing and marketing teams to develop strategies for closing performance gaps and recognizing high achievement.
Other Responsibilities:
- Maximize Leasing Technology Impact: Successfully implement and optimize leasing technologies (CRM, video messaging platform, self-guided tour platform) to enhance operational efficiency and customer experience.
- Improve Leasing Team Performance: Provide leasing teams with tools, scripts, and training to streamline the leasing process, overcome objections, and increase application-to-lease conversions.
- Maintain a Branded Customer Experience: Ensure all digital touchpoints maintain consistent branding and a seamless customer journey.
- Monitor and Improve Digital Conversion Performance: Leverage KPIs to track leasing performance, close skill gaps, and guide continuous improvements in leasing activity.
Organizational Responsibilities:
- Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).
- Practices proper safety techniques in accordance with Company, community, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).
- Identifies areas for improvement and offers suggestions to improve the community's efficiency, profitability, and productivity.
- Keeps abreast of current changes in technology, leasing and sales tools, processes, and standards within the industry and area(s) of responsibility by attending internal and external training programs and by accessing other sources of information and applies knowledge and practices to area(s) of responsibility.
Knowledge, Skills, Abilities:
- Demonstrated ability to read, write, and communicate effectively to comprehend and complete legal documents, sell, and explain apartment features, and answer questions.
- Demonstrated ability to apply sales skills, such as generating sales leads, conducting sales presentations, qualifying prospects, and closing.
- Demonstrated proficiency in word processing, property management software (preferably Yardi and/or One Site), and spreadsheet management programs to complete required reports and employment documents.
- Demonstrated mathematical skills necessary to add, subtract, multiply, and divide numbers, decimals, and fractions, and calculate percent to complete financial records, budgets, and other fiscal reporting information.
- Proficiency and fluency in using the internet for marketing, advertising, and sales-related circumstances, including using Craigslist, Google, and other search engines, and navigating the internet and websites.
- High School diploma, GED or an employment history that demonstrates the application and usage of a sales, marketing, internet, and customer service background sufficient to resolve customer complaints and issues and complete financial records, documents, and reports.
NOTE: This document outlines the general nature and level of work expected from individuals in this role. It's important to understand that this is not an exhaustive list of responsibilities, duties, and skills. Additional tasks or job functions that can be safely performed may be required as necessary by supervisory personnel. This flexibility in additional duties showcases the company's adaptability and encourages employees to be versatile. The employee is expected to adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the employee handbook.
