Director Experience Management
Director Experience Management
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$ 98800 - 130000
1 Vacancy
Job Description
Position Summary
RE/MAX is seeking an experienced and visionary Director of Experience Management to lead and drive our efforts to deliver worldclass experiences for our agents franchisees and customers. This role is responsible for developing strategies managing teammates and leveraging datadriven insights to enhance every interaction across the customer journey. The ideal candidate will have a deep understanding of customer experience (CX) principles a passion for innovation and the ability to work collaboratively across departments to foster a culture of exceptional service and continuous improvement.
Key Responsibilities
Strategy Development &
- Assist in the design and implementation of a comprehensive customer experience strategy aligned with RE/MAXs mission vision and business goals.
- Define and prioritize CX initiatives to enhance customer satisfaction loyalty and retention across all touchpoints.
- Drive crossfunctional collaboration to integrate customercentric practices into the organizations culture and operations.
Customer Journey Optimization
- Map and analyze the customer journey to identify pain points and areas of opportunity.
- Lead the development of personalized seamless experiences that deliver value to customers and improve their engagement with RE/MAX.
- Implement strategies to improve selfservice adoption through tools like portals apps and knowledge bases.
Data & Insights
- Utilize customer feedback surveys analytics and market research to inform decisions and optimize the customer experience.
- Define and track key performance indicators (KPIs) such as NPS CSAT CES and customer retention rates.
- Present actionable insights to executive leadership and stakeholders to influence decisionmaking.
Team Leadership & Collaboration
- Lead mentor and develop a team of CX professionals and effectively partner with crossdepartmental resources.
- Work closely with Support Marketing Sales Technology Education and Product teams to align efforts and ensure a cohesive experience.
- Foster a culture of accountability innovation and customer obsession within the CX team and across RE/MAX.
Technology & Tools
- Evaluate recommend and oversee the advancement and maturity of CX technologies including CRM systems customer portals and CX feedback platforms.
- Drive automation and efficiency while maintaining a personalized humancentric approach to service.
Operational Excellence
- Ensure the CX organization meets aggressive response times resolution rates and customer satisfaction benchmarks.
- Develop scalable processes and frameworks to support RE/MAXs growing network of agents and franchisees.
Qualifications
Education & Experience
- Bachelors degree in Business Administration Marketing Customer Experience or related field (Masters preferred).
- 8 years of experience in customer experience management customer service or related roles with at least 3 years in a leadership capacity.
- Proven success in designing and implementing CX strategies at a multichannel multilocation organization.
Skills & Competencies
- Strong knowledge of CX frameworks including NPS CSAT CES and customer journey mapping.
- Exceptional leadership skills with the ability to inspire and develop highperforming teams.
- Strong analytical skills with the ability to interpret data generate insights and drive datainformed decisions.
- Outstanding communication presentation and stakeholder management skills.
- Proficiency in CX tools and technologies such as Qualtrics Dialpad telephony Salesforce Zendesk or similar platforms.
Personal Attributes
- Customerobsessed mindset with a passion for delivering value and exceeding expectations.
- Strategic thinker with a handson approach to problemsolving.
- Collaborative team player who thrives in a fastpaced resultsdriven environment.
Why Join RE/MAX
At RE/MAX we are committed to empowering our agents franchisees and employees to succeed. By joining our team youll have the opportunity to shape the future of the customer experience at one of the most recognized names in real estate. Youll work alongside passionate innovative professionals who are dedicated to making a difference for customers and communities worldwide.
Hire Range/Rate:
$98800 $130000
Actual compensation offered to candidate will be finalized at offer and may be above or below the posted range due to skill level experience industry specific knowledge education/certifications or geographic location. The offer rate represents one component of the RE/MAX Holdings total compensation package. Employees will also receive a number of benefits as listed below. Other compensation for this position may include bonus eligibility.
- Competitive Medical Dental and Vision benefits
- Retirement plans with optimal company match
- Annual bonus/merit opportunity
- Educational Assistance
- Mental Health support program
- M.O.R.E. Events offered inperson and virtually
- Mentorship program
- Employee Resource Groups
- Community Engagement
- Diversity Equity and Inclusion
- Parenting
- Remote
- Women at RE/MAX
RE/MAX LLC & Motto Mortgage
Now is your chance to become part of a worldclass industry leading organization. RE/MAX Holdings Inc. is a business that builds businesses. We provide the tools education and tech to our real estate network which includes RE/MAX and Motto Mortgage franchises agents brokers and consumers. Join us and build a career where your contribution is heard your innovative ideas are valued and hard work and collaboration truly makes a difference. Nobody in the world sells more real estate than RE/MAX!*
RE/MAX Holdings Inc. is proudly headquartered in Denver Colorado. Certain roles may be location specific however in addition to Colorado we welcome qualified candidates in the following states: Arkansas California Florida Georgia Illinois Massachusetts Michigan Ohio and Texas!
RE/MAX Holdings Inc. is proud to be an equal opportunity employer committed to diversity and inclusion as well as nondiscrimination in employment. All persons shall be afforded equal employment opportunity and all qualified applicants receive consideration without regard to race color religion gender sexual orientation national origin age veteran status disability unrelated to performing the essential task of the job or other legally protected categories. In any materials you submit you may redact or remove ageidentifying information such as age date of birth or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
*As measured by transactions sides
Application Deadline: February 1 2025
Required Experience:
Director
Employment Type
Full-Time
