Community Experience Manager

At Van Metre, we believe that each employee contributes directly to our growth, success and culture. We seek out candidates who love to challenge themselves and work with others to fulfill this role. Van Metre Companies is seeking a Community Experience Manager to work in our New Homes Division!

As a Community Experience Manager at Van Metre Homes, you will be responsible for delivering exceptional customer service by conducting pricing appointments, identifying upselling opportunities, and serving as the primary point of contact for customers throughout their experience with Van Metre. You will analyze customer data and competitor offerings to inform purchase and pricing strategies, monitor sales metrics, and collaborate with the team to enhance the overall customer experience. Your expertise in customer data analysis, sales metrics tracking, and customer satisfaction trends will drive community performance and contribute to Van Metre's overall success.

Community Experience Manager Responsibilities

• Pricing experience: Provide an exceptional homebuying experience by conducting informative pricing appointments for potential buyers. Identify opportunities for lead-specific upselling prior to the appointment and use proactive follow-up techniques to nurture promising leads and convert them into buyers.
• Relationship building: Serve as the primary point of contact, support system, and knowledgeable resource for customers throughout their experience with us. Includes advocating for the customer, providing exceptional customer service, and sharing extensive knowledge of our community, products, and brand.
• Customer data analysis: Observe and document buyer behavior, sentiment, and preferences at our sales centers, and provide trend recommendations to the Marketing and Market Intelligence teams. Includes analyzing CRM data to inform your insights and help shape the company's strategy and customer experience.
• Competitor market analysis: Regularly conduct reviews and audits of competitor offerings to stay informed of Van Metre's unique value propositions. Includes documenting findings to inform purchase and pricing strategies that position Van Metre as a top choice among potential buyers.
• Customer satisfaction: Analyze customer satisfaction trends at your community and use the insights to identify areas for improvement. Collaborate with your team to develop solutions and leverage the expertise of the Marketing and Market Intelligence teams for additional support—all with the goal of enhancing the overall customer experience and ensuring that Van Metre remains a top choice among homebuyers.
• Sales metrics tracking: Monitor sales and performance metrics to identify opportunities for improvement and optimize team performance. Utilize ongoing feedback and coaching methods to support the Community Executive in creating a high-performing team focused on delivering exceptional customer service and driving sales growth.
• Internal team liasion: Serve as a liaison between the Community Experience team and the Marketing and Market Intelligence teams to facilitate effective communication on community needs, trends, and opportunities. Foster a collaborative, team-oriented culture by cultivating relationships with other members of the brand experience team and promoting a growth mindset.

Community Experience Team Objectives

• Oversight: Manage day-to-day sales office operations and provide training and mentorship opportunities.
• Presentation: Ensure an optimal community appearance, both within the homes and around the community.
• Engagement: Provide exceptional communication via personalized outreach and plan engaging initiatives.
• Closing: Meet sales goals by conducting tours, pricing, and contract appointments, and leveraging closing tactics.
• Backlog: Meet settlement goals bymanaging backlog and ensuring the accuracy of delivery dates and buyer data.
• Insights: Ensure integrity of data used to generate sales reports and relay consumer trends in real-time.
• Admin: Attend meetings with construction, loan officers, and other partners to ensure optimal operations.

Competencies

• Supports projects with an open mind and positive attitude
• Understands the prospect and buyer experiences
• Adapts to changing circumstances and works within an agile framework
• Instills trust among internal and external teams through exceptional communication
• Forecasts challenges, pre-determines solutions, and creatively problem solves
• Works independently and cross-functionally within internal and external teams
• Approaches a challenge as an opportunity to innovate and improve performance.
• Obsessed with growth and learning from best-in-class leaders and brands
• Ideates with a data-oriented and customer-centric mindset
• Expresses empathy and exercises emotional intelligence
• Excels in a deadline-driven and detail-oriented environment

Experience

• 2+ years experience in sales and marketing, preferably in the hospitality or real estate industry
• Experience in sales, in any industry, preferred
• Proven track record of meeting or exceeding goals
• Ability to work a flexible schedule, including weekends and evening hours
• Exceptional public speaking, problem-solving, analytical, communication, presentation, and negotiation skills

Required Qualifications

• Valid Driver's License
• Minimum High School Diploma or equivalent
• Bachelor's Degree, preferred
• Proficiency with MS Word, MS Excel, Outlook, and Adobe Acrobat
• A Realtors License is NOT required, and an active licensee will be required to inactivate their license.

Van Metre Companies has been named a Top Workplace by the Washington Post for seven consecutive years! We have received the Washington Business Journal's Best Places to Work Award for the last six years, and have received their Corporate Philanthropy Award for the last nine years in a row!!!

We offer excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program. We encourage employees to make full use of vacation and company paid volunteer time to refresh their bodies and minds.

Van Metre Mission Statement

The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company's founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company's emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services. It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the "Van Metre" signature an icon for elegant residential communities, and industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments.