Senior Experience Manager - Signature Luxury Property Experience

KAIZEN is seeking an experienced Senior Experience Manager to lead and enhance the customer experience across our premium branded buildings and luxury communities. This role is ideal for a professional with a strong background in hospitality-driven service and community owners association management, capable of driving operational excellence and delivering superior resident satisfaction.

Key Responsibilities:

• Customer Experience Leadership: Develop and implement strategies to deliver exceptional living experiences in branded buildings. Establish feedback mechanisms and community engagement initiatives to drive continuous improvement.
• Operational Excellence: Oversee automation, digitization, and process optimization across community management operations. Ensure efficient service delivery aligned with luxury standards.
• Service Provider Management: Lead the selection, evaluation, and performance monitoring of service providers, ensuring compliance with SLAs and quality expectations.
• Compliance & Regulatory Oversight: Ensure full adherence to RERA and industry regulations, conducting audits and maintaining all certifications and reports.
• Hospitality & Community Engagement: Enhance resident satisfaction through tailored programs that foster community engagement and a hospitality-first environment.
• Sustainability & Innovation: Implement energy efficiency initiatives and smart building solutions to reduce costs and support sustainability goals.
• Financial Oversight: Manage budgets effectively, optimize operational costs, and ensure timely payments while maintaining service quality.
• Team Leadership & Development: Mentor and guide Experience Managers and Associates, promoting a culture of continuous improvement and innovation.
• KAIZEN-Driven Improvements: Identify and implement process enhancements to reduce waste, improve service delivery, and increase operational efficiency.
• Reporting & Strategic Analysis: Prepare and present accurate reports on customer experience, operational performance, and financial metrics to senior management.

Requirements

• • Bachelor's degree in Business Administration, Real Estate, or a related field (Master's degree preferred).
  • Proven experience in luxury branded buildings, hospitality, or community owners association management.
  • Strong leadership and team development capabilities.
  • Expertise in process improvement, digital tools, and smart building systems.
  • In-depth knowledge of regulatory compliance and service provider management.
  • Strategic, analytical, and results-driven mindset.
  • Minimum of 5 years of experience in owners association management.
  • certification in property management or owners association management (e.g., CMCA, M100, PCAM).
  • Strong knowledge of local laws and regulations related to owners' associations.
  • Exceptional communication and interpersonal abilities.
  • Proficiency in financial management and reporting.
  • Commitment to sustainability and environmental stewardship.
  • Technologically sawy with experience in property management software.