BH Management Services, Inc.
Nationwide, Job DetailsRemote Type Optional Work from HomeJob Category MarketingDescription At BH Management Services, we are committed to creating value. We acquire, improve and manage apartment communities, and our success in this endeavor is evidenced by our growth from a start-up firm in 1993 to one of the largest multi-family management companies in the nation. BH understands that great customer service is what keeps residents satisfied, and that great service comes from engaged, happy and well-trained team members. In 2018 and 2017, BH was ranked as one of FORTUNE magazine and Great Place to Work s “Best Workplaces for Women.” BH was also ranked in 2018 and 2020 as one of the “Best Workplaces for Millennials. In addition, in 2019, BH was named to the 100 Best Workplaces for Diversity. We continue to recognize that we are only as strong as each individual employee, and we value our employees by providing a strong benefit package: 3 Weeks of Paid Time Off Medical/ Dental/ Vision 401(k) + company match Birthday Paid Day Off BH Gives Back (Paid Volunteer Time Off) 13 Paid Holidays BH Paid Leave Sabbatical Education Reimbursement Employee Assistance Program Qualifications You ll be BH s go-to corporate resource on all things leasing support, helping set the bar really, really high in our property leasing efforts. Your work is part process, part people, and a whole lot of talking as you collaborate with property teams and support departments to get buy-in on the upgrades coming to our leasing workflows and sales efforts. Along the way you ll work with existing stakeholders to see what works, what doesn t, and what opportunities exist to build a best-in-class sales workflow. You will directly support our new in-house contact center and create efficiencies that seamlessly transition a prospect from chatting with a contact center agent to touring with our talented onsite teams. And you ll do it all with a little sparkle to ensure we re delivering wildly awesome service during every step of the journey. As an important team member in our efforts to step-up and centralize leasing platforms, you will work alongside support team members in Marketing, Strategic Services, Performance Strategy, Application Support, and Training to ensure we re all moving as one to fulfill our promise to make living with BH mean living more. You will be the first of your kind in this brand-new role but fear not – you will have an incredibly strong support system around you! You ll report to the Director of Customer Experience and Contact Center Services and will be joining a powerhouse of talent on the BH Marketing Team. Key Responsibilities Leasing Workflows You ll start by working with members of the Marketing Team to understand all the means by which a prospect lead comes through to our CRM. You will then help build out new (and/or update existing) workflows to ensure we re nurturing new leads and converting hot ones to drive virtual and onsite tours. You will fully understand the online application and leasing process to help identify roadblocks in the lead-to-lease pipeline. You ll be an important voice in identifying and recommending new workflow settings that weren t previously available to make our processes even better. Plus, we will want you to stay abreast of best practices in lead management efforts to continue refining our sales processes. Prospect and Resident Communications This is where process meets people and you become the voice of BH by augmenting our prospect and resident communications in contact center and CRM. You ll update existing templates to ensure they reflect our brand voice and work together with other departments to see where we can turn a simple automated email into an opportunity for wonderfully unique part of the customer experience. You will also help build out prospect and future resident follow-up schedules in our communication platforms and work to refine the cadence of communications based on open and response rates. You will provide support on resident communications to ensure we re putting our best foot forward during every stage of the customer journey. Once built, fine tuning will be the name of the game as regulations and data privacy laws evolve, process updates are made, or new features are added. Sentiment Measurement You will have access to contact center transcripts, survey, and reputation management data for insights into what s working, what s not, and explaining why. You ll use data to refine our workflows while communicating opportunities for additional training to property teams and partnering with our Strategic Learning team. As time and budget allows, BH will look to you to help run portfolio-wide campaigns aimed at improving our customer sentiment and leasing performance. You ll identify top performers across our 300+ communities who can help us replicate best practices and communicate regional trends to our Operations Team. Contact Center Support You ll be a pivotal part of the buildout and ongoing management of our in-house contact center, which will serve as the first point of contact for leasing inquires at contracted communities. You will help with scripts, FAQs, contact center training videos, and how-to s for our agents to ensure a consistent BH brand voice across contact center and property leasing efforts. We will also ask for your help in measuring contact center support relative to industry metrics and onsite teams to ensure our contact center is raising the bar (while setting the BH standard) in lead management and tour scheduling efforts. At times you may be an on-call leadership resource for contact center agents if their manager is out of the office. Our Ideal Team Member Has 4+ years in a sales or leasing position, working with prospective residents to find their future home. Ideally 2+ years of experience in a sales or marketing support role with experience communicating with both property teams and corporate support departments. Expert-level knowledge of CRM systems, follow-up cadences, and automated touchpoints. Top-notch written communication skills. You re someone who can summarize a 500-word email in 2-3 sentences and knows the value of short, direct written communications with a positive spin. Record keeping. You know the value in documenting your work for use in replicating best practices. Service-focused attitude with an extroverted personality. Instead of selling to prospects, you ll be selling your vision to our property teams and corporate support departments. You love a challenge and are ready to come in, make a positive impression after every interaction, and leave things better than you found them. Your best. We know it s hard to bring 100% every day but bring us your best and know that you ll have a team there when things get tough. The ability and means to travel locally, overnight, in specific regions or states via automobile and airplane may be required. Equal Opportunity Employer. Drug Free workplace. Employment is contingent upon successful completion of a background check and drug screen.
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