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.
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!
We are an international force of 20,000 individuals united to advance the profession of real estate management. Through training, professional development, and collaboration, we support our members and others in the industry through every stage of their career.
We believe in our people, and we provide the tools they need to succeed. We open doors, we forge connections, and we help show the way forward. Backed by the power that comes with being an affiliate of the National Association of REALTORS®, we add value to our members, who in turn add value to their teams, their workplaces, and the properties in their commercial and residential portfolios.
Our memberships empower college students, young professionals, and industry veterans who are committed to career advancement. Earning our credentials, including the CPM, ARM, ACoM, and AMO, demonstrates a commitment to, and passion for, good management. These credentials, along with our courses and array of resources, all exist with one goal in mind – to make a difference in the careers of those who manage.