Manager, Customer Relations & Insights

ICON is looking for a core member of our growing MarComm team, the Manager of Customer Relations & Insights will drive strategic development and implementation of customer programs, consumer research and insights across residential projects. This individual is an innovative, driven and a team player who shows creativity, diplomacy and ability to juggle a heavy volume of diverse projects and tactical assignments. This role reports to the VP of Communications and Public Affairs and is based on our Austin, TX campus.

RESPONSIBILITIES

• Architect customer relations programs across ICON residential projects with goals of nurturing, growing and maintaining relationships with prospective and current ICON homeowners.
• Optimize the customer journey to ensure a stellar customer experience at every stage of the process.
• Manage customer success and serve as a key point of contact for ICON’s customers.
• Align, educate, and coordinate internal teams to bring value to the customer and provide exceptional experiences.
• Liaise with the Comms and Public Affairs team on project positioning/messaging, FAQs and product offerings to ensure seamless communication to customers/home owners.
• Align with marcomm to create and deliver presentation materials, collateral and other assets and info to aid homeowners throughout their journey.
• Host visits, site tours and maintain vast knowledge of each project, construction and other key elements of ICON’s work.
• Represent the “voice of the customer” at ICON, ensuring that we are designing products and processes for the real-world needs of our customers.
• Strategize and implement regular and ongoing market research and customer interviews that inform the product, process and value proposition to customers.
• Architect the analytics and data for internal reports and customer-facing reports.
• Collaborate with MarComm management on CRM efforts to maintain the database.

MINIMUM QUALIFICATIONS

• 10+ years of relevant work experience.
• Strong organizational skills, and the abilities to work under pressure, meet deadlines and budget time.
• Proficient with keynote presentations, media file management.
• Excellent public speaking and interpersonal communication skills.
• Ability to take initiative in response to direction from managers and feedback from peers
• Strong desire to learn and grow with professional drive and positive attitude.
• Solutions-oriented and resourceful.

PREFERRED SKILLS AND EXPERIENCE

• Professional degree in Sales, Marketing, Business or Communications.
• Ability to quickly read the room and adapt presentation or discussions to meet the needs of the group or individual.
• Experience with CRM software tools, database management systems.
• Passionate or interested in Housing, Technology and Innovation.
• Knowledge of real estate and/or construction industries is a plus.