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CubeSmart · 3 months ago

Customer Experience Manager

Malvern, PA

Full-time

Hybrid

Mid, Senior Level

5+ years exp

CubeSmart is a publicly traded real estate investment trust (REIT) focused on the development and management of self-storage facilities. The Operations Customer Experience Manager will enhance customer satisfaction and loyalty by implementing operational strategies and leading cross-functional collaboration to optimize the customer journey.

Real Estate

Responsibilities

Lead or play a critical role in customer-facing operational initiatives

Assess, recommend, and implement changes to operational procedures that elevate customer experience

Apply structured project management approaches to ensure initiatives are delivered on time, within scope, and with measurable impact

Partner across departments to design and execute a customer experience strategy aligned with business objectives and customer needs

Conduct customer journey mapping to identify opportunities for improvement across all touchpoints

Anticipate and mitigate operational risks or dependencies; adapt quickly as challenges arise

Leverage knowledge of industry trends and CX innovations in self-storage and related industries to inform strategy

Collaborate cross-functionally to align and deliver consistent customer experience initiatives

Partner with senior leadership to prioritize customer experience investments and embed customer-first decision making

Act as a visible advocate for customer-centered strategies to foster team understanding, alignment, and engagement

Analyze customer feedback, surveys, and operational data to identify trends, root causes, and improvement opportunities

Experience the customer journey firsthand through store visits, interactions, and direct feedback gathering

Develop and implement metrics, KPIs, and dashboards to monitor customer satisfaction and operational performance

Frame problems in clear, actionable ways that drive value for both the customer and the company

Lead and support cross-functional teams to identify, prioritize, and implement CX enhancements

Stay informed of emerging technologies, vendor solutions, and best practices to ensure competitive advantage

Display curiosity and a commitment to ongoing improvement, continuously seeking ways to innovate

Demonstrate resilience and tenacity, overcoming obstacles to keep initiatives moving forward

Takes ownership and works autonomously to assess priorities, set clear goals, seek clarity where needed, and confidently advancing initiatives

Qualification

Customer experience managementProject managementStrategic thinkingData analysisCross-functional collaborationCustomer-centric mindsetOral communicationWritten communicationPresentation skillsTime managementDetail-orientedProblem-solving