• Senior Manager, Customer Experience (Marketing)

    Location : Name
    Community Support Office
    Type
    Full-Time
    Location : Address
    7902 Westpark Dr
    Location : City
    McLean
    Location : State/Province (Full Name)
    Virginia
  • Job ID

    2018-86761

    JOB OVERVIEW

    "Sunrise is the best place that I've ever worked, simply because of the people. We provide quality care in an environment that feels like home. Our focus is doing what’s right for the resident. For me, that’s a big breath of fresh air."

    - Sunrise Leader
     

    We are currently seeking a Customer Experience Senior Manager at our Community Support Office located in McLean, Va. The position will be responsible for leading Sunrise’s Customer Experience program to create a culture fixated on customers and creating memorable experiences. The position will positively impact resident and family satisfaction and loyalty, as well as increase referrals, and drive operational and brand standards based on learnings from Sunrise’s customer journey.

    RESPONSIBILITIES & QUALIFICATIONS

    • Identify and apply learnings from all customer feedback, including proprietary survey, and brand positioning efforts to drive marketing and operational consistency, further enhancing the customer experience.
    • Lead customer feedback platform and survey program, including system optimization, data analysis, insight gathering and action planning.
    • Refine and launch operational standards; ensuring alignment with feedback and supporting execution.
    • Partner with cross-functional teams to introduce new standards and optimize customer experiences; foster cross-function consensus and help ensure business decisions are consumer oriented.
    • Consult with digital marketing team to enhance Sunrise’s digital customer experience.
    • Drive organizational understanding of customer needs and pain points, proposing brand-consistent solutions, as well as testing and implementing solutions through an agile approach.
    • Identify new business opportunities based on understanding of current and future customers in a challenging and complex environment.
    • Serve as a brand steward by ensuring brand standards and operating principles are being adhered to across all client-facing interactions.
    • Provide timely and effective communications to community and regional teams throughout Sunrise regarding initiatives that support business goals.
    • Manage team members driving survey program and community support.

    Qualifications:

    • Bachelor’s degree, and experience in real estate, healthcare or hospitality industry preferred
    • At least 7 years of marketing and/or customer experience practice
    • Excellent interpersonal, oral and written communication skills
    • Ability to lead, facilitate and influence solutions in areas where you may not have direct decision-making authority.
    • Strong understanding of the impact of a company’s brand and how to operationalize standards to drive consistency
    • Accountable for effective communications and active listening, willing to adapt, adjust and be supportive when objectives shift
    • Strong initiative and ability to management multiple projects/roles in an evolving environment both individually and within a team
    • Willingness to do what it takes to complete projects with a dedication to quality and innovative thinking
    • Strong critical thinking and problem-solving skills
    • Ability to work collaboratively with Corporate Marketing & Communications team members to contribute to all team initiatives
    Sunrise maintains a drug-free work environment and all offers of employment with Sunrise are conditioned on submitting to and successfully completing and passing a drug and alcohol test.

    ABOUT SUNRISE

    Sunrise Senior Living has championed quality of life in senior care for more than 30 years. We believe team members are our greatest resource and are looking for people who share our commitment to provide quality care for seniors and their families. It's no surprise that many of the world's leading experts in Senior Living entrust their career to Sunrise.
     
    At Sunrise, you will…

    Make a Difference Every Day
    We are passionate about our mission — to champion quality of life for all seniors. We deliver high-quality care with a personal touch and encourage our residents to enjoy life to the fullest.
     

     

    Be Part of a Uniquely Supportive Community
    The care-focused environment we create for residents extends to our team members. We offer programs, rewards, and benefits to help you live your best.
     

     

    Ignite Your Potential
    We believe potential has no limits. We offer best-in-class leadership development programs designed to grow our leaders. We are committed to helping our team members achieve their career goals.
     
    Apply today to learn why Sunrise Senior Living is a certified Great Place to Work®

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