As a Regional Director you'll be responsible for strategically managing client relationships by providing key business insights and expertise on all client situations that will ultimately drive loyalty, profitability and long-term client retention. A good Regional Director exhibits strong leadership values that epitomize the culture of unparalleled customer service within FirstService Residential.
This individual will also oversee and create an environment of ownership and accountability for a team of community managers responsible for delivering property management products and services to our client with a focus on exceptional customer service. A regional director must be adaptable and is always looking to motivate and inspire others to do their best.
This position is hybrid but will be traveling to the NJ properties 3-4 times a week. There is some weekend work and the ideal person should be willing to work a Tuesday-Saturday schedule. The other day(s) are heavy on administrative work and meetings.
Your Responsibilities:
Works alongside the leadership team to devise client relationship management plans and relationship building activities based on the classification and importance of each client
Executes on relationship management activities to identify client issues and opportunities and develops detailed action plans to improve the property and client relationship, with special attention on high risk accounts
Models company culture, values and brand promise to foster and strengthen client relationships
Acts as a brand ambassador by communicating and demonstrating the value and benefits of our products and services
Builds strong relationships with board members who provide leadership to the communities managed by acting as a trusted advisor, bringing key insights and solutions to specific situations and following through on commitments with honesty and transparency
Work through, influence and understand the financial and operational goals and objectives for each client including but not limited to: developer transition, capital improvement projects, financial challenges, board goals and objectives.
Takes ownership of controllable key performance indicators for their book of business: e.g. customer experience, client retention, growth, profitability, manager turnover
Is accountable for managing FirstService client contracts and obtaining timely renewals
Responsible for maintaining growth and profitability of each account through the addition of new products and services based on client needs and pricing
Attracts, develops and retains a diverse team of managers knowledgeable and capable of meeting the property management needs of each client. Supports the onboarding of new community managers.
Provides ongoing support with training, coaching and developing career paths for associates that desire growth opportunities
Regularly influences and mentors community managers and their teams and
communicates the importance of having a positive attitude, demonstrating professionalism and maintaining a strong work ethic
Holds self and managers accountable for completing property management tasks and activities in alignment with standard operating procedures, and owning issues and solving problems in collaboration with other departments to deliver measurable business results
Skills & Qualifications:
Bachelor's degree in business or related field from an accredited college or university
5 to 7 years' experience in property management, construction or hospitality preferred
Experience in operations, account management or relationship management an asset
Experience in overseeing multiple projects at once
Has managed over 10+ people directly and coached them
Valid state driver's license and state-mandated vehicle insurance.
Possesses and maintains certification from CCAM or CAI in the field of property management strongly desired.
Critical thinking, problem solving, judgement and decision-making abilities are necessary.
Proficiency in computer programs like Microsoft Office, Outlook and Windows required.
Ability to work with sensitive and/or confidential information.
What We Offer:
As a full-time exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, and vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions. This position has a cell phone allowance and a bonus.