Vice President of Customer Relationship Management

Horizon Capital is a real estate investment firm focused on acquiring and optimizing manufactured housing communities across the Southeast. The Vice President of Customer Relationship Management is responsible for leading the firm’s CRM strategy, overseeing customer engagement processes, and coordinating with various teams to enhance retention and satisfaction.

Responsibilities:

• Leading the firm’s overall CRM strategy and execution
• Overseeing the design and optimization of customer engagement processes for residents, partners, and stakeholders across the portfolio
• Developing and refining segmentation strategies
• Translating customer insights into actionable initiatives
• Coordinating with sales, operations, and marketing teams to improve retention and satisfaction
• Setting CRM performance metrics
• Managing CRM tools and data integrity
• Providing regular reporting and analysis to senior leadership
• Mentoring team members
• Establishing best practices for customer communications
• Driving continuous improvement in relationship management

Requirements:

• Strong proficiency in Customer Relationship Management (CRM) platforms and tools, with experience designing and managing CRM strategies
• Demonstrated skills in Market Segmentation and Customer Insight to create targeted, effective engagement and retention programs
• Advanced Analytical Skills to interpret data, build dashboards, and develop recommendations that support strategic decision-making
• Experience in Sales or revenue-focused roles, with a track record of supporting growth through customer-centric initiatives
• Proven leadership experience overseeing cross-functional teams and managing complex projects in a remote environment
• Excellent communication, collaboration, and stakeholder management skills, including the ability to influence senior leadership
• Bachelor's degree in Business, Marketing, Data Analytics, or a related field
• Background in real estate, property management, or related industries is beneficial but not required
• An advanced degree (MBA or similar) is an asset