Job description
OAKWOOD CORE VALUES
CUSTOMER FOCUS
Satisfying our customers is the only way we can be successful. We will consistently meet or exceed customer expectations.
HUMBLE
Represents who we are, it is part of our DNA, it is fundamental to our emotional intelligence. Being humble is our leadership style.
HUNGRY
We are never satisfied with the status-quo. We are always striving to be the very best at what we do. Improving is the only way, every day.
ADAPTABILITY
Has always been one of Oakwood’s core strengths. As we have adapted to changing market conditions, customer needs, pandemics, to mention a few.
PASSION
We will create a motivating environment and bring high energy and dedication to our job – everyday!
PEOPLE FIRST
We will hire, develop, and retain a team of people with great skills, attitude, and professionalism.
What will you do in this role?
As a Director of Customer Experience, you will drive strategy and thought leadership as it relates to how we best service our customers. You will have the opportunity to identify improvement opportunities and efficiencies, all while making visible impact on our long-term relationships with our customers. In this role you will develop our onsite sales professionals, provide guidance to our retail space team, and assist in Go-to-Market functions as the primary customer advocate.
The primary focus of this position will be to support prospective guests and sales counselors:
- Always be the example and lead prospective guests through a planned road map presentation & demonstration about Oakwood Homes, Lifestyle, Community, Model Homes & Homes Sites
- Report, support, and update the Division President and communicate anything that needs addressing with guests, members, and associates
- Manages day-to-day sales activities in the retail space
- Responsible for overall guest satisfaction through the management of the sales team and the retail space
- Address member/guest concerns as needed throughout the entire process and after closing
- Responsible for maintaining a satisfactory customer experience in the retail space and online by managing onsite retail center team
- Appraises sales performance based on company and individual sales goals
- Responsible for Market Awareness. Assist in accumulating information for monthly price meetings, stays current on all sales reports, incentive recommendations, new and current competition, and overall market knowledge in each community we build
- Manages and Directs On2 Retail Space and oversees day-to-day associate operations, policies, and procedures.
- Makes recommendations on policies for the On2 Retail Space and implements.
- Coordinates the execution of strategic initiatives for the New Home Center.
- Provides leadership to the On2 Retail Space team of associates to include conducting weekly one on one sessions to foster development and growth.
- Strategic planning for the profitability of the On2 Retail Space to include sales goals, and market share.
You Have:
Exceptional customer service and communication skills
- The role requires a highly resourceful individual with strong emotional intelligence, self-motivation, and strong analytical skills.
- Must be a self-starter & self-motivated
- Track record of Exceptional sales skills
- Experience in single-family residential or related field beneficial, but not required.
- Must be detail oriented and be able to multi-task
- Must be effective at prioritizing
- Proficiency in MS Office – Word, Excel and Outlook
- Good verbal and written communication skills, including ability to communicate with internal and external customers
- Ability to follow defined business processes and hold firm
- Ability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
- Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
Benefits & Perks
- Comprehensive benefits package includes: Medical, Dental, Vision, FSA accounts, 401K, Life Insurance, Short Term Disability, Long Term Disability, and EAP
- Time Off benefits include: Vacation, Sick, Holiday, Bereavement, Jury Duty, FMLA, refresh, floating holidays and parental leave
- Flexible work from home options (depending on position)
- Home purchase discount
- Tuition Reimbursement
- Wellness program
All benefits are subject to qualification and hire dates.
Compensation
Base Salary: $95,000-$105,000
FLSA Status: Exempt
Bonus Type: 30% bonus
“Recruitment Agencies: Although we value the services you provide, at this time we are not leveraging external 3rd party recruitment resources for this search. Should those needs change, we will seek your assistance directly.”
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