Client Experience Manager (New Homes)

(Must be able to report to the office which is located in Annapolis, MD)

Schaefer Homes is more than just a construction company; we're a dream factory for families looking for their perfect home! Located in Maryland, we're a fast-growing, highly reputable small production builder. Our commitment to quality and customer experience sets us apart, and now we're looking for a dynamic Client Experience Manager to add to our powerhouse team. If you want to make a lasting impact in a company that values innovation and dedication, your future begins here!

Learn more about us at: https://schaeferbuilthomes.com/

Responsibilities:

• Provide an exceptional home buying experience by conducting informative pricing appointments for potential buyers. Identify opportunities for lead-specific upselling prior to the appointment and use proactive follow-up techniques to nurture promising leads and convert them into buyers.
• Serve as the primary point of contact, support system, and knowledgeable resource for customers throughout their experience with us. Includes advocating for the customer, providing exceptional customer service. Observe and document buyer behavior, sentiment, and preferences at our sales centers, and provide trend recommendations to the Marketing team.
• Regularly conduct reviews and audits of competitor offerings to stay informed on unique value propositions.
• Analyze customer satisfaction trends at your community and use the insights to identify areas for improvement.
• Collaborate with your team to develop solutions and leverage the expertise of the Marketing team.
• Demonstrate superb knowledge of the community, its products, our construction techniques and materials, as well as real estate market trends and competition overall to enable effective communication of the community's value and benefits to potential buyers.
• Monitor sales and performance metrics to identify opportunities for improvement and optimize team performance.
• Provide exceptional communication via personalized outreach and plan engaging initiatives.
• Meet settlement goals by managing backlog and ensuring the accuracy of delivery dates and buyer data.
• Foster a collaborative, team-oriented culture by cultivating relationships with other members of the brand experience team and promoting a growth mindset.
• Forecast challenges, pre-determines solutions, and creatively problem solve issues.
• Works independently and cross-functionally within internal and external teams.
• Approaches a challenge as an opportunity to innovate and improve performance.
• Support, facilitate & coordinate the work of multiple project teams and Project Managers.
• Prepare contracts, track permits, maintain change orders and any other associated client documents
• Excellent customer service skills, excellent organizational, and communication skills
• Strong follow-up skills / Positive and outgoing attitude / Outstanding customer service skills.
• Manage day-to-day sales office operations and provide training and mentorship opportunities.
• Ensure an optimal community appearance, both within the homes and around the community.
• Provide exceptional communication via personalized outreach and plan engaging initiatives.
• Meet sales goals by conducting tours, pricing, and contract appointments, and leveraging closing tactics.
• Meet settlement goals by managing backlog and ensuring the accuracy of delivery dates and buyer data.
• Ensure integrity of data used to generate sales reports and relay consumer trends in real-time.
• Attend meetings with construction, loan officers, and other partners to ensure optimal operations.

Qualifications:

• 2+ years experience in sales and marketing, preferably in the hospitality or real estate industry
• Experience in sales, in any industry, preferred
• Proven track record of meeting or exceeding goals
• Ability to work a flexible schedule, including weekends and evening hours
• Exceptional problem-solving, analytical, communication, presentation, and negotiation skills
• Valid Drivers License
• Bachelors degree preferred
• Minimum High School Diploma or equivalent
• Proficiency with MS Word, MS Excel, Outlook, and Adobe Acrobat
• A Real Estate License or previous Real Estate experience preferred

Compensation:

• Full-time position.
• Salary: $70,000 - $80,000 per year, commensurate with experience