VP, Category Management, Concierge

About Realtor.com

Realtor.com helps real estate brokers, lenders and settlement service providers serve online customers. The number of home buyers/sellers who start their process online is growing much faster than the industry as a whole. Realtor.com makes the real estate experience better by instantly and seamlessly matching consumers to the best agent for them and facilitates the buying and selling process by connecting and coordinating the vital services within the home buying/selling ecosystem. Through its proprietary matching algorithm and SMS live-transfer and mobile application distribution platform, Realtor.com is able to instantly connect the best agent with the highest probability of conversion to the right consumer at the right time. Realtor.com’s matching model is based on 16 years of agent historical performance, predictive analytics, and a learning model of iterative improvement. Realtor.com’s network of providers, technology platform, and toolkit allow realtor.com to be the primary concierge for the consumer during the home buying/selling experience.

Description

The VP, Category Management, Concierge provides strategic leadership, P&L ownership and resource stewardship for this key revenue and product line. This individual will collaborate with Product, Product Marketing, Sales, Marketing, Analytics, Consumer Experience, Customer Success and other groups to drive improved Concierge experiences and performance for our consumers and our agent and broker customers. As the P&L owner of the Concierge business, they will drive cross-functional strategic and tactical decisions to grow revenue and improve profitability, working closely with other leaders on the Revenue Leadership Team to ensure that all our sales and marketing activities integrate effectively. They will also establish and drive operational metrics/KPIs and clear accountability on how to achieve those targets. 

Duties & Responsibilities

• Lead strategic and tactical decisions on growing and expanding the Concierge model in current and future market conditions (in close collaboration with Product, Product Marketing, Analytics and Consumer and Customer Experience leaders)
• Own and manage Concierge P&L, including revenue generation, operating expenses and direct/indirect staffing levels 
• Interlock seamlessly with Product and Marketing to ensure alignment around shared revenue objectives and the plans and support needed to achieve them.
• Develop strategies to acquire high-performing brokers and agents on to our Concierge platform and establish/maintain productive peer-to-peer relationships with key customers and prospects.
• Work with Brokerage and Agent Success teams to ensure alignment with Concierge CSR teams and activities
• Collaborate with Product Marketing to develop agent/broker education and coaching tools which support improving close rate
• Work with Finance to establish revenue forecasts and budgets that align with corporate goals and team performance capabilities.
• Establish operational metrics/KPIs and clear accountability on how the team will achieve those targets (e.g., close rate at every stage of the Concierge funnel)

Organizational Alignment

• Reports to the Chief Revenue Officer
• P&L owner of Concierge business line
• Peer colleague to Product, Product Marketing, Marketing, Analytics and other senior functional heads
• Provide indirect leadership to core support functions including Operations, Finance and Human Resources

What We Like To See / Measures of Success

• Four year college degree from an accredited institution, and a Masters in Business Administration or experience equivalent.
• Minimum of 15 years of sales/marketing experience
• P&L ownership experience in a business-to-business sales environment. 
• Proven execution capabilities through working collaboratively across departments
• Expertise in leveraging data to support decisions and drive alignment.
• Success balancing the desire/need for broad change with an understanding of how much change the organization is capable of handling, to create realistic goals and implementation expectations.
• Ability to set clear and challenging goals while committing the organization to improved performance; tenacious and accountable in driving results.
• Experience successfully building highly engaged teams, acting as mentor/coach to motivate a team, and holding the team accountable for results.
• Solid management skills with the ability to influence and champion initiatives through persuasion, negotiation, and consensus building
• Passion for developing and managing to key metrics, using those analytics to guide best practices for the organization
• Strong attention to detail and superior organizational skills
• Strong interpersonal, oral and written communication skills
• High level of responsibility, ownership and sense of urgency/getting things done
• Ability to work in a fast-paced, results-oriented and team-oriented environment
• Strong computer skills, especially with Google Sheets and Google Slides
• Experience working in digital media, residential real estate, lending or other related industry