HqO Tenant Experience Manager in Boston, Massachusetts
For owners and operators of commercial real estate, HqO is an end-to-end tenant experience (TeX) operating system and data and analytics platform that strengthens relationships with current and prospective tenants. We unlock business value for owners while bringing property management, marketing, and leasing teams closer to their customers. For building occupants, HqO is an award-winning tenant app connecting employees to the communities in and around their building and empowering them with tools to control their workday. Join our story and help empower our customers to build a stronger community in offices worldwide.
Our core values of ?Let?s Go? (Learning, Excellence, Truth, Speed, Goodness, Ownership) define our culture and push us to be our best. We?re excited to grow our team and learn from people that want to make a difference. If you love what you do and you?re interested in being part of our journey, we want to hear from you.
Design and execute consumer experiences to drive usage and create value for landlords
The HqO Tenant Experience team plays a critical role in influencing tenant (consumer) experience and satisfaction within a complex B2B2C technology setting. As a Tenant Experience Manager, you will design and execute high-impact consumer experience initiatives to engage thousands of tenants across the HqO portfolio. You will lead the planning of an annual programming calendar and oversee the day-to-day execution of centralized programming, working with partners and individual team members to build a library of programs -- sweepstakes, content, digital experiences, local information -- that drive tenant engagement and add value for Landlords.
You will analyze, design, and implement programs to activate and drive tenants through their consumer journey while also improving upon content management protocols, best practices, and monthly go-to-market processes to help our business scale. Additionally, as the team matures and our business grows, you will help build and manage a team of Engagement Specialists to support the day-to-day servicing of our Landlord customers.
Plan and oversee the execution of national and regional programming calendars as part of HqO?s standard content services offering. Design additional special programming calendars as our business evolves and the need arises.
Work closely with Customer Success, Implementation, Product Management, Marketplace Success, and external partners to ensure programming meets customer expectations while delivering in a scalable and sustainable manner.
Oversee the creation of compelling mobile app content in conjunction with the monthly programming calendar. Ensure content meets deadlines while maintaining HqO quality standards. Directly assist with content creation as necessary.
Use HqO Analytics to assess programming performance across the HqO Portfolio including the performance of individual posts/content along with broader trends. Articulate findings clearly and concisely and translate learnings into customer-facing collateral including Best Practice Guides, Program Handbooks, and other material as needed.
Identify and report software bugs, workflow improvements, and software enhancements to help inform product needs in conjunction with HqO?s Agile/Scrum development process.
Hire and supervise entry-level employees and ensure effectiveness in work.
Deliver against defined business goals provided by Tenant Experience management.
5+ years of experience in social marketing/advertising/consumer marketing/event planning preferably coming from the digital space or hospitality industry
1+ years of management experience in a team-oriented workplace
Experience cultivating partner or customer relationships
Excellent copywriting skills and experience generating written content in a business environment
Passion for delighting customers through exceptional service and value-add events and programming
High energy and flexibility; ability to thrive in a growing technology business and ever-changing environment
Ability to multi-task in a fast-paced environment and hit tight deadlines
Comfortable using SaaS technology and tools. Effectively listens to, reads, and understands information; including the ability to facilitate discussions pertaining to product and technical workflow
A highly analytical, structured thinker who is able to glean insights from complex information and very clearly communicate them to a diverse set of stakeholders