Digital Marketing and CX Manager

Digital Marketing and CX Manager
Job Description:
The Digital Marketing and CX (Customer Experience) Manager holds a pivotal role in developing and executing a dynamic strategy to engage both B2C and B2B online audiences, including clients, customers, and employees. This role extends beyond traditional digital strategy and management to include the innovative use of AI technologies for content development and enhancing customer and client experiences. The digital landscape managed encompasses multifamily-specific portfolio-wide platforms and vendor partners, i.e., ILSs, CRMs, and websites, alongside major digital channels such as Google/Google Profiles, GlassDoor.com, Meta, LinkedIn, among others – all with the goal to elevate our vertically integrated business through proactive measures and maintain an authentic brand voice to foster customer loyalty and amplify online advocacy.
The position requires enthusiasm to research and experiment with current and developing trends and platforms in order to differentiate the Edgewood FCREP companies. As a perpetual learner, the Digital Marketing and CX Manager will consistently identify and manage partners and opportunities to fiscally optimize the online campaigns.
Additionally, this role will report to the SVP of Marketing/CX and collaborate with the Marketing Team to deliver online marketing campaigns and high-priority projects that help to maintain and/or improve occupancy, income and elevate the company brand.
HYBRID POSITION – WASHINGTON, DC METRO REGION - THIS ROLE IS EXPECTED TO BE BASED IN THE COMPANY’S GAITHERSBURG, MD HQ WITH REMOTE WORK ON MONDAYS/FRIDAYS.
Key Responsibilities:

• AI-Driven Digital Strategy: Develop and implement a comprehensive digital marketing and customer experience strategy leveraging AI technologies. This includes creating and managing personalized content and interactions that resonate with our diverse audiences to differentiate the Edgewood and FCREP brands in the marketplace.
• Content Management: Own the responsibility for the continuous maintenance and updating of content across property websites, internet listings, and other advertising and digital platforms. This includes managing copy, video, and photography to ensure our online presence remains fresh and engaging. Regularly monitor and report on the performance outcomes of these efforts on a monthly and quarterly basis.
• Platform and Vendor Management: Oversee the integration and effective utilization of multifamily-specific and broad digital platforms, ensuring our partnerships with ILSs, CRMs, and other vendors are optimized to meet our strategic goals. Employ AI tools to analyze data, optimize campaigns, and improve customer interactions.
• Innovation and Trend Analysis: With a keen eye on current and emerging trends, especially in AI and digital technologies, experiment and innovate to keep the Edgewood and FCREP brands at the forefront. Constantly seek new ways to use AI to enhance content relevance, customer engagement, and operational efficiency.
• Strategic Collaboration: Work closely with the SVP of Marketing/CX, marketing, compliance, and operations teams, to align digital marketing campaigns with company objectives. Focus on projects that drive occupancy, income, and brand elevation, ensuring that AI technologies are effectively leveraged to achieve these goals.
• Strategic Analysis and Innovation: Conduct detailed monthly and quarterly analyses to evaluate the performance, strategy, and innovation across all digital platforms. This includes identifying best practices, proposing new strategies for improvement, and leading the integration of innovative approaches to enhance our online presence and engagement.

Qualifications:

• Experience with AI in Marketing: Demonstrated experience in applying AI technologies within digital marketing strategies to develop content and elevate customer experience. A strong understanding of how AI can be utilized to streamline marketing efforts and personalize customer interactions.
• Digital Marketing Expertise: Proficient in managing a broad digital landscape, including both multifamily-specific platforms and major digital channels. Ability to manage vendor partnerships and optimize platform use.
• Innovative Thinking: A passion for staying ahead of digital marketing trends, especially in AI. Ability to experiment and implement innovative solutions that differentiate our brand and enhance customer engagement.
• Collaborative Skills: Strong collaboration skills to work with the marketing team and cross-functional partners. Ability to translate complex AI and digital technologies into strategic marketing initiatives that support business objectives.
• Communication: Excellent communication skills to articulate the benefits and outcomes of digitally driven marketing strategies to stakeholders at all levels.

This role is designed for a visionary digital marketing manager and leader who is passionate about optimizing and revolutionizing marketing campaigns and customer experience. If you are driven by innovation, possess a deep understanding and success rate of managing multiple marketing and cx platforms to work synergistically and simultaneously, and are committed to elevating a brand in the competitive multifamily space, we invite you to apply for this exciting opportunity.
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Required Skills and Experience:

• Industry Experience: Minimum 3-5 years in the multifamily or real estate industry with a focus on digital marketing, and online trends is preferred. Candidates with significant digital marketing experience in customer service-focused industries such as hospitality and other B2C verticals are also encouraged to apply.
• Portfolio Management: Minimum 3-5 years of experience managing marketing responsibilities with multiple portfolios, clients/audiences and platforms.
• Vendor Collaboration: Experience co-leading vendor partners to achieve productive partnerships and marketing objectives. A variety of partners like ad agencies, ILS', influencers, and other digital partners.
• Social Media Expertise: Strong background in managing social media campaigns across a variety of platforms.
• Communication Skills: Superior oral and written communication abilities, with the skill to effectively present and make recommendations. High integrity, ability to communicate articulately and concisely, strong interpersonal and partnership skills, achievement drive, and intellectual curiosity.
• Creativity and Innovation: A creative mindset with a proactive approach to marketing, able to set and maintain high standards. Self-starter with strong time management skills who excels at working in a fast-paced, constantly changing environment.
• Technical Proficiency: Familiarity with Property Management software Real Page / Yardi), CRM, Google Ad Words, MS Office Suite, Adobe Suite, Hootsuite, Canva, Venngage, Flipbook, SurveyMonkey, reputation monitoring software, website design software, MailChimp, and social media optimization tools.
• Educational Background: BA/BS Degree in Marketing, Business, Communications, or a related field is required.
• Travel Requirement: Up to 10% travel may be required to properties, vendors, conferences, and events.

• This role offers a unique opportunity to influence the digital presence and customer experience strategy of three leading companies in the multifamily and real estate market. If you are passionate about digital marketing and have a track record of innovative content strategy and effective online engagement, we invite you to apply to join our team.

Additional Desired Skills:

• Active member in industry organizations and associations, advocating for best practices and trends within our organization.

About Us

Edgewood Management and FCREP companies are at the forefront of the multifamily residential market, managing and supporting a diverse portfolio of over 16,000+ apartment units across 8 states and the District of Columbia. With a rich history in both affordable and market-rate housing, we have garnered recognition from the National Affordable Housing Management Association (NAHMA) and the National Multi-Housing Council (NMHC). We provide a comprehensive suite of real estate management, compliance/leasing, and commercial cleaning services, focusing on innovative solutions and the complete spectrum of property asset management including operations, administration, finance, marketing, compliance, and training.
We pride ourselves on offering a competitive salary and extensive, market-competitive health and welfare benefits including:

• Medical, Dental & Vision Insurance
• Paid Vacation & Holiday & Personal/ Sick Leave
• Company Paid Life and AD&D Insurance
• Company Paid Short-Term and Long-term Disability
• Supplemental Life Insurance
• Dependent Supplemental Life Insurance
• Financial Planning
• Retirement Savings Plan with company matching
• Company outings and events

Edgewood Management Corporation is committed to a diverse workforce and is an Equal Opportunity Employer.