Customer Experience Manager

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GWLRA is a leader in both the commercial and multi-residential real estate industries. We believe in generating value by creating vibrant, sustainable communities that engage, excite, and inspire. Our people live our values through the work they do and the results they deliver. Our core values are keeping our word, working better together, and embracing diversity.

Are you passionate about creating exceptional experiences that connect people and elevate engagement? As a Customer Experience Manager, you will lead initiatives that enhance tenant satisfaction, strengthen community relationships, and ensure consistent, high‑quality communication across all channels. This role blends strategic communications, digital engagement, and customer service excellence to deliver a best‑in‑class experience for our tenants and stakeholders.

Customer & Tenant Engagement

• Develop and standardize tenant engagement platforms and processes, including training and service standards.
• Establish KPIs and monitor performance using tools such as Angus and CRM systems.
• Assist property teams in planning and executing tenant events and programs to foster community and improve satisfaction.
• Gather and analyze feedback to continuously improve the tenant experience.

Communications & Digital Engagement

• Manage and grow our social media presence by developing editorial strategies, creating compelling content, and measuring performance, in collaboration with Corporate Communications.
• Oversee internal and external communications枢 including newsletters, announcements, presentations, and digital platforms (website, intranet).
• Ensure brand consistency across all communication channels and collaborate with Corporate Communications for alignment.
• Monitor online conversations, manage sentiment analysis, and assist with crisis communication when needed.

Community & Brand Engagement

• Build and maintain relationships with local organizations (e.g., arts councils, BIAs, BOMA) to enhance community presence and connect our properties with cultural initiatives.
• Promote amenities and services effectively, ensuring accurate usage data and identifying opportunities for improvement.

Analytics & Continuous Improvement

• Use quantitative and qualitative data to evaluate engagement strategies and make informed decisions.
• Recommend and implement best practices for communications measurement and customer experience enhancements.

• Bachelor’s degree in Communications, Marketing, Customer Experience, or related field, or equivalent work experience.
• 3+ years of experience in communications, customer engagement, or property management.
• Strong writing and storytelling skills with the ability to create engaging content for diverse audiences.
• Familiarity with social media platforms (Linked In, Instagram, You Tube) and tools (Sprout Social, Canva).
• Experience with CRM systems, CMS platforms (e.g., Word Press), and analytics tools (Google Analytics).
• Knowledge of SEO and digital optimization best practices.
• Highly organized, resourceful, and able to manage multiple projects independently.
• Strong interpersonal skills to build relationships and influence stakeholders.

The base salary for this position is between $59,800 and $99,700 annually. This represents base salary only and does not include other variable compensation components of our total compensation (e.g., annual bonus, commission).

• 3 weeks of vacation per year
• 3 paid personal days per year
• Half‑day every Friday before a long weekend
• Eligible to participate in our annual performance‑based bonus program
• A comprehensive health benefits plan that supports you and your family
• Up to $2,000 annual education allowance
• Up to $5,000 annual mental health coverage
• A friendly, welcoming, and supportive culture
• Many social and team events!

G sometimes nearest opportunity employer. It prohibits discrimination based on age, color, disability, national origin, race, religion, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial, and local laws. We are committed to creating and maintaining...