Senior Manager - Signature Luxury Property

KAIZEN is seeking an experienced Senior Experience Manager to lead and enhance the customer experience across our premium branded buildings and luxury communities
. This role is ideal for a professional with a strong background in hospitality-driven service and community owners association management
, capable of driving operational excellence and delivering superior resident satisfaction.

• Customer Experience Leadership: Develop and implement strategies to deliver exceptional living experiences in branded buildings. Establish feedback mechanisms and community engagement initiatives to drive continuous improvement.
• Operational Excellence: Oversee automation, digitization, and process optimization across community management operations. Ensure efficient service delivery aligned with luxury standards.
• Service Provider Management: Lead the selection, evaluation, and performance monitoring of service providers, ensuring compliance with SLAs and quality expectations.
• Compliance & Regulatory Oversight: Ensure full adherence to RERA and industry regulations, conducting audits and maintaining all certifications and reports.
• Hospitality & Community Engagement: Enhance resident satisfaction through tailored programs that foster community engagement and a hospitality-first environment.
• Sustainability & Innovation: Implement energy efficiency initiatives and smart building solutions to reduce costs and support sustainability goals.
• Financial Oversight: Manage budgets effectively, optimize operational costs, and ensure timely payments while maintaining service quality.
• Team Leadership & Development: Mentor and guide Experience Managers and Associates, promoting a culture of continuous improvement and innovation.
• KAIZEN-Driven Improvements: Identify and implement process enhancements to reduce waste, improve service delivery, and increase operational efficiency.
• Reporting & Strategic Analysis: Prepare and present accurate reports on customer experience, operational performance, and financial metrics to senior management.

• Bachelor's degree in Business Administration, Real Estate, or a related field (Master's degree preferred).
• Proven experience in luxury branded buildings, hospitality, or community owners association management
  .
• Strong leadership and team development capabilities.
• Expertise in process improvement, digital tools, and smart building systems
  .
• In-depth knowledge of regulatory compliance and service provider management
  .
• Strategic, analytical, and results-driven mindset.
• Minimum of 5 years of experience in owners association management.
• Certification in property management or owners association management (e.g., CMCA, M100, PCAM).
• Strong knowledge of local laws and regulations related to owners' associations.
• Exceptional communication and interpersonal abilities.
• Proficiency in financial management and reporting.
• Commitment to sustainability and environmental stewardship.
• Technologically savvy with experience in property management software.