Senior Manager of Brand & People Excellence (Employee & Resident Experience) - Mark-Taylor

Mark-Taylor is the region's longest-standing investment manager, developer and owner of Class-A multifamily real estate on behalf of numerous third-party owners.

We are proud to be recognized as Ranking Arizona’s #1 Multifamily Builder and Manager, a Best Place to Work in the Multifamily Industry, Healthiest Employer by the Phoenix Business Journal, and more.

As our portfolio continues to grow, so does our Brand and People Excellence Team! Mark-Taylor is hiring a Senior Manager of Brand and People Excellence!

As the Senior Manager of Brand and People Excellence , you will work primarily out of our Corporate Office located in the McCormick Ranch neighborhood of Scottdale, Arizona. You will travel as needed to our various communities and throughout the Phoenix valley.

You're Excited About This Role Because You Will:

Training & Development

• Oversee training and development performance to: analyze and assess training needs, develop learning solutions, continuously evaluate and elevate tools and resources, and meet required standards to represent the brand as 5-star quality.
• Design and develop a wide range of learning materials, which may include Facilitator Guides, Participant Guides, PowerPoint presentations, Quick Reference Guides, Standard Operating Procedures and Job Aids.
• Plan, manage, and contribute to the roll-out of training and development programs to ensure their successful implementation and continuity.
• Serve as an instructor/facilitator to deliver engaging programs, courses and/or train-the-trainer programs, which ensure learning is impactful and personalized, and aligns with key employee milestones, such as onboarding, career development, leadership, and promotion.
• Measure the effectiveness of learning solutions that have been implemented, identify gaps and opportunities in on-going curriculums, and addresses those gaps and opportunities with creativity and innovation.

Brand Integrity (BI)

• Oversee and manage BI performance and impact including the development, implementation, and management of processes to ensure products and services meet required standards and represent the brand as 5-star quality.
• Coordinate and participate in the implementation of processes and validate adoption through ongoing assessments and execution of regular internal quality audits.
• Identify and analyze issues and defects and facilitate solutions. Produce action plans to address deficiencies and deviations from standard operating procedures.

Employee Experience & Engagement

• Oversee and manage Employee Experience performance and impact to drive employee engagement and retention and reduce turnover.
• Develop and execute an employee engagement strategy to include employee recognition programs, company events and networking opportunities, effective communication channels, programs to build
  employer loyalty and reputation, ongoing feedback and collaboration sessions, and community outreach events.
• Support and guide the Community Social Responsibility efforts to create a positive, respectable, admired brand in the community and with vendors and business partners.
• Establish mechanisms for regular feedback, to include annual Engagement Survey. Analyze data and develop action plans in conjunction with cross-departmental stakeholders to drive engagement and satisfaction.

Resident Loyalty & Retention

• Develop and implement comprehensive resident loyalty and engagement programs and policies.
• Collaborate across departments for commitment and participation in initiatives and objectives to foster a positive, resident-centric culture.
• Create and introduce a signature 5-star resident experience strategy, including but not limited to memorable moments for move in, milestones, MT anniversaries, recognition, transfer and move out.
• Conduct regular observations to evaluate effectiveness and impact of resident experience strategies and adjust or enhance to maintain the highest level of service.
• Create and execute a resident resource portal, providing customer-facing information and improving resident self-reliance and self-service.
• Monitor and analyze resident feedback to identify areas for improvement and apply action plans.
• Establish, build, and leverage local partnerships to plan impactful resident events, activities, and benefits; deliver such in combination with the Manager of Community Operations.
• Coordinate and execute a consistent resident communication strategy.
• Determine training programs, courses and requirements based on observations, and the feedback and data from residents, potential residents, guests and team members.
• Conduct training programs for team members on customer service skills and best practices.

Reporting & General

• Establish key performance indicators (KPIs) for resident retention and employee engagement; monitor and analyze performance data and prepare regular reports for management, highlighting trends and areas for improvement.
• Produce action plans to address deficiencies and deviations from service expectations and policies.
• Provide guidance to team members.
• Perform other duties as assigned.
• This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

We're Excited to Meet You! Ideally, You Will Bring:

• Bachelor's degree in human resources, hospitality management, business administration, or a related field.
• Proven experience in a customer service or guest experience role.
• Experience contributing to training and development design, implementation, and management.
• Experience working for an organization with field-based operations and teams in a managerial position with supervisory responsibilities.
• Operational multifamily or hospitality experience, with proven track record of successful process evaluation and implementation to align with service guidelines and company standards.
• Familiarity with customer feedback tools and data analysis.
• Ability to effectively lead and facilitate training sessions.
• Strong people manager with the ability to deliver results through others, and to act as a coach and mentor.
• Strong analytical and problem-solving skills.
• Strong collaboration and partnering skills.
• Strong attention to detail and accuracy skills.
• Excellent time management skills with a proven ability to meet deadlines.
• Microsoft Office (Word, Excel, Outlook and PowerPoint) skills; experience using Teams and OneDrive.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to interact effectively and confidently with senior management.
• Professional certifications and/or experience in Training Practice, Authoring Tools, Learning Management a plus.
• Systems, e-Learning Software and Applications or other related disciplines, such as video and audio creation will be strongly preferred.
• Bilingual (English, Spanish) abilities will be a plus.

Why You’ll Love Working at Mark-Taylor:

• Opportunities for career growth
• Employee referral program
• Paid time off, paid sick time, paid holidays, paid volunteer time
• Medical, dental, vision benefits, including paid parental leave
• 401k with company match
• Employee appreciation events
• MT Wellness program with optional Gympass membership
• Access to all Mark-Taylor Residential amenities (including our resort-style pools and fitness centers)

Mark-Taylor is an equal opportunity employer and a drug-free workplace. All of our employees undergo pre-employment screening which includes drug testing.