Information Center Manager (Retail + Marketing) - Lakewood Ranch

POSITION SUMMARY:

Lakewood Ranch is today the fastest-selling multi-generational community in the United States because it offers a rich and textured life simply not available anywhere else. The Information Center is a key part of a larger marketing effort to communicate the benefits of our size, superb location, economic vitality, lifestyle offerings, and neighborhood choices. The position of Information Center Manager is responsible for managing the Community Guide / Ambassador efforts at the Information Center. Community Guides / Ambassadors, and therefore the Manager, are responsible for helping prospective, new, and current residents learn the exact information they need to be able to call Lakewood Ranch home, across a variety of channels. The Information Center helps explain the lifestyle found in Lakewood Ranch, the variety of activities and amenities, the different villages, and builders, and differentiating attributes of the community. There is the physical Information Center location which assists customers in person, and the team also manages phone, email, and online chat inquiries, virtual meetings and provides support at events. Objective information is provided to consumers via written communication, informative discussion, interactive screen presentations and tours of the community. The Information Center Manager will ensure best practices are followed, brand objectives are exemplified in customer interactions, and resources are optimized. This role will also assist the VP of Sales & Marketing in optimizing the technology and marketing materials used by the Information Center.

ESSENTIAL FUNCTIONS:

Master knowledge of all aspects of Lakewood Ranch including community amenities, lifestyle offerings, the Realtor program, various village offerings, builders, their models, and sales operations.

Ensure that the daily operations of the Information Center are effective and efficient, demonstrates the sales and marketing goals of Lakewood Ranch, and provides exceptional customer service.

Coach and mentor Information Center employees using a supportive and collaborative approach to ensure their productivity, and that best practices are implemented.

Manage workloads and capacity of Information Center team, and adjust assignments as needed.

Assume various roles as needed to assist customers and to support the team, especially during times of heightened traffic or if there is a vacation coverage need.

Facilitate site visits to keep the team abreast of all new projects and openings.

Schedule and lead regular Information Center Staff meetings discussing operations, best practices, and development updates.

Monitor customer responses and follow-up communication from Information Center Guides / Ambassadors for timeliness and inclusion of appropriate content.

Provide weekly reporting of traffic, customer inquiries and team insights to the VP, Sales and Marketing.

Supervise monthly village visits and reporting on development updates, sales & traffic trends, etc.

Oversee Community Bus Tours ensuring smooth registration process for customers, welcoming arrival and departure environment, and tour protocols and processes that create an educational and entertaining experience. Act as the presenter as needed.

Manage outreach programs to Apartments, Hotels and other key community groups that would be a source of traffic to the Information Center. Establish relationships, communicate benefits of sending customers to the Information Center, and ensure LWR collateral is available onsite. Identify additional opportunities for partnerships as applicable.

Working with VP of Sales and Marketing, design and implement new CRM and lead management systems that track and quantify traffic at the Information Center and throughout the community and facilitates the Ambassador / Guides consumer follow-up.

Manage back-end of the CRM system to ensure workflows and reporting are working properly. Troubleshoot and edit system design as needed. Maintain Database to ensure capturing accurate data and desired information for reporting.

Create and implement follow-up templates in CRM that align with brand goals and elicit customer responses.

Manage Chat platform, frequently evaluating analytics and optimizing bot experiences to increase interaction.

Oversee virtual meeting and appointment scheduling platforms.

Work closely with Marketing team to provide recommendations for updates to collateral and onsite presentation systems, as well as identifying new collateral needs. Monitor collateral supply, and coordinate restocking and reprints accordingly.

Working with onsite administrator, oversee scheduling and PTO of information staff to ensure proper coverage is achieved.

Ensures the accuracy of Timestar and the amount of hours worked by all employees working in the Information Centers.

Monitor and maintain condition of facilities to include cleanliness, maintenance and overall appearance. Ensure all technology is functioning appropriately.

Oversee the maintenance of all office equipment and calls for service as needed.

Monitor and maintain condition of facilities to include cleanliness, maintenance and overall appearance.

Establish strong relationships with Builder Sales Representatives to facilitate an exchange of information that keeps all up to date and aligned on priorities

Represent Lakewood Ranch at community events.

Stay up to date on all community information and activities, including specific stats and dates.

SKILLS & ABILITIES:

Retail or Sales Management experience desired

Ability to train and motivate as well as supervise

Database Management experience required; back-end architect knowledge preferred

Exceptional interpersonal and customer relation skills

Excellent verbal and written communication skills

Neat, professional appearance

Solid decision-making skills and attention to detail

Capability to recall and deliver key stats, dates, etc.

Understanding of sales and marketing processes

Team oriented

WORK ENVIRONMENT: This position will be based at the Lakewood Ranch Information Center on Main Street. The position will also be expected to spend time at HQ with the marketing team, and onsite / in the field visiting builders. This person may also need to tour consumers through the community at times.

Work Schedule: Monday – Friday 9 am - 5:30 pm; additional hours for special event activity.

We offer excellent benefit plans which includes Health, Dental, Vision, Life and Disability Insurance, PTO, 401K, etc.

SMR is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Schroeder-Manatee Ranch Inc. is a Drug Free Workplace. If offered a job, candidates will need to successfully pass a pre-employment drug test. Please note that the company Drug Free Workplace policy includes, reasonable suspicion, post-accident, and random testing.

If you are interested in this position, please apply here:https://schroeder-manatee-ranch-inc.breezy.hr/p/70c473efca37-information-center-manager-retail-marketing?&popup=true