Collaborate closely with cross-functional teams such as operations, business development, technology, training and front-line groups to assure maximized productivity and efficiency. Oversee the marketing and customer-facing technology stack strategy including remaining up to date with best practices in CRM and e-commerce transactions, lifestyle management, on-demand applications, direct marketing, online reputation and social media strategies, elevating brand awareness by 20%. - Promoted to positions of increasing authority and responsibility due to exemplary performance and strong management abilities. - Designed and executed an innovative strategy and technology which aided in revenue growth of 4% and improved customer satisfaction to the 99th percentile (or #1 position for leasing satisfaction) leveraging knowledge of customer behaviors, interests and optimal customer journeys. - Created and implemented a strategic, proprietary application process for removing friction points for all prospects, leading to a an increase in applications of over 100%, enhanced operational efficiencies and a 10% boost in leasing process overall satisfaction.- Established and introduced a proprietary service desk solution expected to provide a conservative 20% increase in operational efficiencies for 50% of US workforce. - Established and introduced strategy for implementing mobile transformation for entire US workforce that is projected to deliver an increase to operational efficiencies by a minimum of 10%.- Conceptualized and introduced tactical resident retention plans to enhance the customer life-cycle value and increase retention by 2% or 2.8M which reduces associated costs by 128K.

Developed and integrated innovative marketing and retention programs/services and recommended specific local operating and marketing initiatives as necessary. Implemented and managed an effective lead tracking system and call center to elevate sales and customer service operations. Oversaw all facets of the customer experience strategy with a focus on delivering customer experience training, improving convenience, increasing the personalization of customer service delivery and devising/measuring comprehensive customer surveys. Built and launched all aspects of the marketing department with a focus on technology investments, oversight of media planning and advertising and communications.Provided direction and supervision of over 5 marketing teams tasked with executing marketing programs in collaboration with the site teams while monitoring for top employee performance. Devised and implemented an award-winning customer experience formula ranking all 60 properties within the top 5% of apartments across the U.S. Launched a new company re-brand and a best-in-class website with seven conversion paths resulting in 13% increased sales within 4 months. Integrated key changes to the marketing strategy, decreasing costs by 12% per year and increasing traffic by 30%.