Director - Customer Experience - Brookfield Residential - Costa Mesa

Job description
Reports to: VP of Sales

Objective: Responsible for leading Brookfield’s Customer Experience program. Will work with all departments that touch the buyer: Sales, Mortgage, Design, Construction, and Customer Care.

Job Description

Manage the customer experience process from beginning to end
Comprehensive understanding of housing operations and customer experience management
Establish and maintain company standards for the customer experience
Provide leadership and direction to Operations and Sales teams to improve the Brookfield experience
Responsible for reviewing all Eliant surveys and providing effective feedback during monthly meetings
Progress measured by an increase in customer referrals
Design and implement training programs to foster a better customer experience
Identify new touch points and maintain the process map
Educate the team on the Brookfield brand of customer experience and what that means
Travel to Santa Clarita, Playa Vista, Ontario and San Diego

Desired Skills and Experience
Brookfield is recruiting for a candidate that has a history with the process of creating a phenomenal customer experience. The ideal candidate possesses the following skills:
Knowledge of homebuilding
Strong written and verbal communications
Proven ability to lead and motivate teams
Excellent customer service and relationship building skills
Effective problem solving strategies
Strong computer skills; experience in Word, Excel
Influence through forward thinking

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