Customer Experience Manager

Client Experience Manager (Real Estate Operations)RP Home Group | Northeast Florida (In-Person)Full-TimeAbout RP Home GroupWe’re a fast-growing real estate team based in Northeast Florida with one clear standard:Deliver a Ritz-Carlton level experience to every client—every time.This isn’t about transactions.It’s about creating a seamless, proactive, and high-touch experience that clients remember and talk about.About the RoleThis is not an admin role.This is a Client Experience Manager position responsible for owning the client journey from listing to closing.You will be the primary point of contact for clients, ensuring they always feel:InformedTaken care ofConfidentValuedYou will work alongside our agents and a backend Transaction Coordinator to ensure every deal runs smoothly and professionally.Key ResponsibilitiesClient Experience (Primary Focus)Serve as the main point of contact for clients throughout the transactionDeliver a proactive, white-glove communication experienceEnsure clients always know what’s happening and what’s nextAnticipate needs and solve problems before they ariseTransaction Flow & Coordination (Front-Facing)Coordinate photographers, vendors, and listing preparationManage timelines from listing to contract to closingCommunicate key milestones clearly to clients and agentsWork with backend Transaction Coordinator to ensure flawless executionAgent SupportProvide leverage to agents by handling coordination and communicationKeep agents organized, informed, and ahead of deadlinesReduce friction so agents can focus on generating businessSystems & OrganizationMaintain clean and organized workflows within the CRMFollow and improve checklists and processesEnsure no detail is missed across multiple transactionsSuccess Metrics95%+ 5-star client reviewsMinimum 2 reviews per transactionHigh agent satisfaction (weekly feedback)Smooth closings with no surprisesIssues handled proactively before escalationWho You AreHighly detail-oriented and organizedStrong communicator (written and verbal)Naturally proactive—you anticipate instead of reactCalm under pressure and solutions-focusedTake pride in delivering exceptional servicePreferred Experience (Not Required)Hospitality, client service, or coordination rolesReal estate experience is a plusExperience with CRMs (Follow Up Boss is a plus)Interest in systems, efficiency, and process improvementThis Role Is Not For You IfYou prefer being told exactly what to do step-by-stepYou struggle with organization or follow-throughYou are reactive instead of proactiveYou are uncomfortable communicating with clientsCompensationCompetitive salary (based on experience)Performance-based incentives tied to client experience and team successGrowth opportunities into operations leadershipHow to ApplyTo be considered, please submit:Your resumeA short video (2–3 minutes) answering:Why this role interests youWhat “world-class client experience” means to youAn example of a time you went above and beyondSend to rp@rphomegroup.comApplications without video will not be considered.Final NoteWe are not looking for someone to help.We are looking for someone to own and elevate the client experience at the highest level.