Job Description

KAIZEN is seeking an experienced

Senior Experience Manager

to lead and enhance the customer experience across our

premium branded buildings and luxury communities

. This role is ideal for a professional with a strong background in

hospitality-driven service and community owners association management

, capable of driving operational excellence and delivering superior resident satisfaction.

Key Responsibilities:

Customer Experience Leadership:

Develop and implement strategies to deliver exceptional living experiences in branded buildings. Establish feedback mechanisms and community engagement initiatives to drive continuous improvement.

Operational Excellence:

Oversee automation, digitization, and process optimization across community management operations. Ensure efficient service delivery aligned with luxury standards.

Service Provider Management:

Lead the selection, evaluation, and performance monitoring of service providers, ensuring compliance with SLAs and quality expectations.

Compliance & Regulatory Oversight:

Ensure full adherence to RERA and industry regulations, conducting audits and maintaining all certifications and reports.

Hospitality & Community Engagement:

Enhance resident satisfaction through tailored programs that foster community engagement and a hospitality-first environment.

Sustainability & Innovation:

Implement energy efficiency initiatives and smart building solutions to reduce costs and support sustainability goals.

Financial Oversight:

Manage budgets effectively, optimize operational costs, and ensure timely payments while maintaining service quality.

Team Leadership & Development:

Mentor and guide Experience Managers and Associates, promoting a culture of continuous improvement and innovation.

KAIZEN-Driven Improvements:

Identify and implement process enhancements to reduce waste, improve service delivery, and increase operational efficiency.

Reporting & Strategic Analysis:

Prepare and present accurate reports on customer experience, operational performance, and financial metrics to senior management.

Requirements

+ Bachelor's degree in Business Administration, Real Estate, or a related field (Master's degree preferred). + Proven experience in

luxury branded buildings, hospitality, or community owners association management

.
+ Strong leadership and team development capabilities.
+ Expertise in

process improvement, digital tools, and smart building systems

.
+ In-depth knowledge of

regulatory compliance and service provider management

.
+ Strategic, analytical, and results-driven mindset.
+ ??Minimum of 5 years of experience in owners association management.
+ ??certification in property management or owners association management (e.g., CMCA, M100, PCAM).
+ ??Strong knowledge of local laws and regulations related to owners' associations.
+ ??Exceptional communication and interpersonal abilities.
+ ??Proficiency in financial management and reporting.
+ ??Commitment to sustainability and environmental stewardship.
+ ??Technologically sawy with experience in property management software.