Marketing Customer Experience Manager

Want to learn more about this role and Jobot? Click our Jobot logo and follow
our LinkedIn page!

Job details:
This Jobot Job is hosted by: Jon Lopez
Are you a fit? Easy Apply now by clicking the "Easy Apply" button
and sending us your resume.
Salary: $75,000 - $90,000 per year

A bit about us:

Customer Experience Manager

Location: Troy, MI (100% On-Site)
Position Type: Full-Time
Department: Marketing
Reports To: Marketing Director
Target Compensation: $85,000 – $87,000 / year (Up to $90,000 max, Commensurate with Experience)

About the Role:

A leading property management firm in Troy, MI is seeking a Customer Experience Manager to join its newly restructured corporate marketing team. Supporting a growing portfolio of ~13,000 multifamily units across Michigan, this role bridges customer sentiment, digital discoverability, and brand strategy.

As the "voice of the customer" and searchability strategist, you will focus on optimizing the prospect and resident journey—from initial online search through leasing, move-in, and renewal. Working closely with the Marketing Director, Digital Experience Manager, and Regional Operations leaders, you will ensure property messaging, local search presence, and customer feedback strategies align to drive high engagement and occupancy.

📩Jon@jobot.com

Why join us?

New position due to growth
Full-time position
growing company
Full benefits: health, dental, and vision

Job Details

Key Responsibilities:

• Prospect & Resident Journey Optimization: Oversee customer touchpoints across the entire lifecycle, establishing communication standards and identifying opportunities to improve satisfaction and retention.
• Searchability & Local Content Strategy: Drive organic search visibility across the portfolio. Create and refine website copy, community descriptions, and messaging optimized for local SEO, search engines, and emerging AI/answer engines (AEO).
• Customer Sentiment & Feedback Analysis: Analyze survey data, resident feedback, and online reviews integrated within Yardi to identify operational gaps and highlight success areas.
• Reputation & Review Management: Utilize specialized tools (e.g., Zumper) to audit, manage, and mitigate negative online feedback across property channels.
• Cross-Functional Collaboration: Partner with Regional Managers and site teams during marketing reviews to present actionable data and strategy alignment (without direct site-level personnel management).
• Digital & AI Integration: Collaborate with the Digital Experience Manager (technical SEO, templates, Google Business Profiles) and Centralized Leasing team (EliseAI monitoring) to ensure unified marketing and communications.

Qualifications & Requirements

• Multifamily / Property Management Background: Direct experience in property management or residential real estate is required. (High-end hospitality experience may be considered if paired with strong digital marketing/SEO knowledge).
• Search & Content Expertise: Demonstrated experience in organic search, local SEO, content writing, and search engine discoverability strategies.
• Technical Proficiency:

o Hands-on experience with Yardi (PMS) required.
o Experience with review and reputation tools (e.g., Zumper, Google Business Manager).
o Exposure to AI leasing tools (e.g., EliseAI) is a plus.

• Data & Analytics Mindset: Ability to translate survey results and customer feedback into actionable marketing/operations recommendations.
• Strong Communication: Excellent writing and verbal skills with a keen focus on brand tone, intent, and messaging.
• Location: Must be able to work 100% on-site at the corporate headquarters in Troy, MI (Standard schedule: Monday–Friday, 8:30 AM/9:00 AM – 4:30 PM/5:00 PM).

Interested in hearing more? Easy Apply now by clicking the "Easy Apply" button.

Jobot is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. Jobot also prohibits harassment of applicants or employees based on any of these protected categories. It is Jobot’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

Sometimes Jobot is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.

Information collected and processed as part of your Jobot candidate profile, and any job applications, resumes, or other information you choose to submit is subject to Jobot's Privacy Policy, as well as the Jobot California Worker Privacy Notice and Jobot Notice Regarding Automated Employment Decision Tools which are available at jobot.com/legal.

By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Jobot, and/or its agents and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy here: jobot.com/privacy-policy

Want to learn more about this role
and Jobot?
Click our Jobot logo and follow our LinkedIn page!