Chicago, IL
Indianapolis, Indiana
Mount Laurel, NJ
Houston, Dallas-Fort Worth, or Austin, Texas
Alexandria, VA
Alexandria, VA
Hybrid in Park Ridge, IL
Chicago Loop or Remote (nationwide)
Posted: 26-May-23
Location: Chicago
Type: Full Time
Salary: $101,000 - $108,000
Preferred Education:
Who we are
We’re IREM® (Institute of Real Estate Management), an international institute for property and asset managers, providing complete knowledge to take on real estate management’s most dynamic challenges. That means knowledge prepared for the day-to-day and the one-of-a-kind: from solving the latest tenant crisis to analyzing market conditions.
For 90 years, our members have made us the world’s strongest voice for all things real estate management. Today, almost 20,000 leaders in commercial and residential management call this home for learning, certifications, and networking.
Join us
We’re seeking a member experience & customer solutions director to lead our efforts to be a customer-centric organization by developing and executing programs and services that increase engagement and retention and enhance customer and member satisfaction.
In this role, you’ll:
- Develop and execute both customer experience and member retention strategies. You’ll then evaluate the effectiveness of these strategies, creating and monitoring metrics and trends with the goal of providing direction for making improvements and enhancements.
- Conduct research that analyzes membership participation and engagement. You’ll then harness the findings to create and execute plans that engage members and expand IREM’s membership base.
- Oversee programs and initiatives designed to recruit and engage the next generation workforce.
- Develop and oversee new member onboarding and engagement programs, collaborating with our chapter team to arm our chapters to execute.
- Oversee our front-line customer experience team to ensure the goals, standards of practice, and service level agreements are met. You’ll also create and monitor metrics to identify opportunities to deepen customer and member engagement.
- Identify “high touch” opportunities during our members’ life cycles to enhance their member experience.
- Oversee our third-party call center, ensuring appropriate training.
- Oversee policies, procedures, and processes for membership admissions. You’ll also develop and execute chapter-related membership admissions training and resources.
- Interface with our IT and knowledge solutions teams to optimize systems for customer and member records and processing.
- Lead and guide a talented team of three direct reports and support and inspire our three-person customer experience team.
What we can offer you
If you’d like to be part of an organization that is far more than just a place to work, then IREM is the place for you. We’re committed to providing our team members with a space they can show up and be their best authentic self. We genuinely care about our team members as individuals, and it shows. We’re committed to providing a culture that embraces gratitude, authenticity, and flexibility. If you’d like to devote your talents and skills to making a difference in the lives and careers of the people we serve, then consider joining our team.
Our hybrid work schedule allows for team members to balance their personal and professional lives. We connect and collaborate in our office 1 – 2 days per week. For this reason, we can only consider candidates who reside in the Chicagoland area.
Let your passions and talents shine
We’re looking for candidates who have at least five years of business experience, preferably in association management that allowed you to showcase your ability to create, execute, and have oversight of initiatives designed to engage and service customers and members. Other qualifications we're seeking include:
- At least three years of motivating, leading, and supervising a team.
- Being a self-starter, critical thinker, and problem solver.
- Knowledgeable using database management systems and CRM systems.
We're interesting in meeting candidates who have this experience as well as thrive in member-driven organizations and want to make an immediate impact!
