Manager, Customer Sales

Cardinal Group Companies is hiring a Manager, Customer Sales to manage a team supporting leasing across multiple residential communities. The role oversees team performance, reporting, stakeholder collaboration, process improvement, and implementation of centralized leasing tools and procedures.

Responsibilities:

• Manage the leasing process for a team of 5-6 Customer Sales Specialists, acting as the subject matter expert for each community and their workflow to ensure consistent, high-quality support across conventional, student housing, build-to-rent, and affordable housing communities
• Monitor team performance using data from AI platforms and property management software to track key performance indicators (KPIs), identify coaching opportunities, and drive continuous improvement and operational excellence
• Demonstrate advanced communication skills by proactively collaborating with Cardinal leaders to drive performance improvements, while confidently handling tough conversations with Customer Sales Specialists (CSS) and upper leadership to address challenges and enhance team efficiency
• Adapt quickly and enthusiastically to departmental process changes, demonstrating flexibility and a positive attitude when working with AI partners and operations teams to pivot rapidly in response to evolving needs and challenges
• Analyze community performance through data-driven insights to guide the strategic direction of the Customer Sales Specialist team, ensuring alignment with organizational goals
• Prepare and communicate monthly performance reports for Portfolio Sales & Marketing Managers (PSMs), Portfolio Managers (PMs), and the Centralized Leasing leadership team
• Foster strong relationships with Sales & Marketing and other key stakeholders to ensure centralized leasing efforts align with portfolio goals and objectives, while actively engaging with department leaders to drive performance improvements and enhance team efficiency
• Identify and communicate to CX3 leadership areas for improvement to workflow processes, centralized leasing tools, AI platforms, call center systems, and property management software to optimize performance
• Collaborate with the CX3 Data Analyst to ensure reports meet the needs of CX3 and onsite teams, providing stakeholders with insights on Customer Sales Specialist activities and progress toward shared goals
• Partner with the CX3 Client Success Manager to support new or transitioning communities, including onboarding communications, training, and AI tool implementation
• Foster cross-department collaboration between Customer Sales Specialists, onsite teams, and operational leadership to improve communication and strengthen partnerships
• Identify strategic opportunities for department scaling, standardization, and innovation to lessen the burden on onsite teams and increase the value of assigned assets
• Participate in pitch meetings for internal stakeholders to advocate for centralized leasing services and support change management efforts within the organization
• Engage with our AI technology partners through service tickets, emails, and calls to optimize tools used by CX3 and contribute to strategic decision-making within the Centralized Services management team
• Assist in developing and implementing new standard operating procedures (SOP) to adapt leasing processes to the evolving needs of Cardinal’s adaptation to the centralized support model
• Professionally represent Cardinal Group and our communities in every interaction with internal and external stakeholders as well as prospective future residents
• Participate in department-led efforts to foster collaboration, culture, and belonging across a remote workforce
• Participates in Cardinal U training as required, including completion and continuous execution of Cardinal Way of Leasing

Requirements:

• A high school diploma or GED equivalent is required
• a bachelor's degree preferred
• 3 - 5 years of experience in property management
• 2 - 5  years of community manager experience
• 2 - 5  years of experience leading 4+ team members on-site or remotely
• Maintains a consistent level of professional customer service
• Excellent written communication skills, especially short form for easily digestible with pointed, relevant information
• Demonstrated ability to pay close attention to details and perform tasks with consistent accuracy
• Working knowledge of Yardi, Entrata, Realpage, and Knock is preferred
• Ability to thrive in a fast-paced environment and manage multiple projects simultaneously
• Ability to embody the Cardinal Culture and Cardinal Core Values every day