Director Customer Innovation

Join Bell Partners and be a difference maker.

At Bell Partners, our mission is to be the apartment company of choice by creating value and honoring commitments to our residents, partners, and associates. We proudly serve our community of 85,000+ homes across 13 states and the District of Columbia. As stewards entrusted to contribute with care and appreciation, our 2,000 associates succeed in a dynamic space where everyone impacts. We take pride in producing outstanding results and fostering a work environment that allows everyone to contribute to their fullest potential. We rise above industry standards when every associate embraces their unique role and seizes the opportunity to make an impact.

The Director Customer Innovation is responsible for the oversight, development and implementation of initiatives that improve resident relations and brand loyalty.  By using their leadership and planning skills, and in partnership with and at the direction of the SVP Customer Experience (CX) and the VP Marketing, they will establish goals and metrics that can help improve and measure Bell’s customer experience.

Essential Functions and Responsibilities

• In partnership with the SVP CX, create company-wide goals to measure and improve customer experience. 

• Meet with Operations department heads to discuss potential plans and initiatives to implement CX strategies. 

• Conduct research to document and track Bell’s customer behaviors and preferences. 

• Build a streamlined customer experience across all Bell-managed properties. 

• Determine and implement ways to increase customer satisfaction and build brand loyalty. 

• Identify problem areas within the company’s current CX approach and partner with Marketing and Operations to create solutions for them. 

• Network with company stakeholders and industry business leaders to develop better strategies for the customer experience. 

• Collect and analyze data to make well-informed CX decisions. 

• Gather feedback, such as surveys, from customers to learn more about their experience with Bell’s properties. 

• Coordinate with marketing and branding activities to ensure a consistent end-to-end customer experience. 

• Develop comprehensive customer segmentation and the corresponding personalized marketing strategy to help drive loyalty program membership and desired member behavior. 

Knowledge, Skills and Abilities

• Strong analytics and research background 

• Excellent communicator  

• Adept at goal-setting and prioritization 

• Exceptional strategic thinker; curious, life-long learner and problem solver 

• Excellent written and verbal communication skills

Education and Background

• Bachelor's  Degree Business Administration, Marketing, Communications or Computer Science 

• 5-7 years experience in marketing/innovation 

• Understanding of the Real Estate or hospitality industry preferred 

Competencies

• Ensure Accountability – Holding self & others accountable to meet commitments. 

• Action Oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 

• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives. 

• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. 

• Courage* - Stepping up to address difficult issues, saying what needs to be said. 

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions. 

• Decision Quality* - Making good and timely decisions that keep the organization moving forward. 

• Drives Results* - Consistently achieve results, even under tough circumstances. 

• Instills Trust* - Gaining the confidence and trust of others through honesty, integrity, and authenticity. 

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required for this position.

About Bell Partners

Our purpose at Bell Partners is to create communities our residents are proud to call home. We currently own or manage over 85,000 homes in North America and continue to grow. Our people are the most important part of our company. We believe in building a culture that encourages our associates to invest in and serve one another, while pushing each other to take risks, allowing us to grow together and make a difference.

Join Bell to be a difference maker. Apply today!

Bell Partners reserves the right to amend this job description at any time. We are an Equal Opportunity Employer, and as such, we recognize our responsibility to embrace and promote Diversity, Equity, and Inclusion (DEI) throughout all aspects and levels of our organization including talent recruiting and retention, training, workplace culture, and community engagement.