National Director of Resident Experience

at Covenant Living Communities in Skokie, Illinois, United States

Job Description

We Are Inspired to Serve. Join us!The central office of a nation wide family of Continuing Care Retirement Communities is seeking a National Director of Resident Experience. This position is charged with ensuring all residents receive worldclass hospitality, wellness, and life enriching programs. This person will develop innovative life enriching programs that enhance residents' experience. This position is responsible for identifying, planning, coordinating and facilitating the implementation of resident programs that meet the needs and interests of residents and support the principles of LifeConnect.This position directs, supervises, coordinates, monitors and evaluates life enriching programs and LifeConnect programming, including but not limited to: activities, community outreach, volunteers on and off campus, educational and cultural opportunities, on-campus communication channels, fitness, and barber/beauty services and transportation services.The position works collaboratively with the Executive Director, Administrator - Healthcare, Residential Activities Committee, marketing and campus activities personnel, and others involved in areas resident experience and hospitality. This position is both operational and strategic in nature. Oversee residents' experience engagement, ensuring each resident and their families have a gold-standard experience Create a heightened level of awareness of resident experience across leadership Build a framework for Covenant Living's resident experience complete with measurables Oversee the identification, scheduling and promotion of on- and off-campus activities for resident programming in all dimensions of wellness as defined through LifeConnect. In collaboration with healthcare staff, oversee the coordination and promotion of campus wide programs as appropriate. Build, oversee, and promote Covenant Living's hospitality and customer service programs. Support the utilization and enhancement of the My Cov Life app Guide and inspire a high-performing Customer Success team that achieves and exceeds revenue targets while fostering customer loyalty and growth. As a customer advocate build strong relationships with our customers, understanding their needs and ensuring their success with our platform. Promote increased adoption and expansion of our solutions within customer organizations. Advocate for and implement a culture of continuous learning and improvement within the team. Drive initiatives that improve customer satisfaction and team efficiency. Define and execute strategies to drive customer retention, renewal, upsell, and cross-sell, contributing directly to our growth objectives. Collaborate with other departments to align on company goals, relay customer feedback, and ensure a unified customer experience. EDUCATION AND WORK EXPERIENCE Required Degree: Bachelor's Degree Preferred Degree: Master's Degree Experience:2-5 years' experience with a deep understanding of residential healthcare KNOWLEDGE, SKILLS and ABILITY: This position requires a high degree of interpersonal relationship skills and entrepreneurial creativity. Excellent communication skills (written and verbal, English), are a necessity, tempered with courtesy and clarity. The individual must have a strong sense of customer service and compassion, an understanding for senior adults and those challenged by physical and/or mental disabilities. The ability to deal with the public in a pleasant and professional manner, whether through a telephone conversation, in person with individuals, in a small group, or in front of an audience, is an essential in this role. The person must be able to work independently and to work effectively with others. The individual must be able to use personal judgment and evaluation skills in the selection of activities, programs and appropriate volunteer activities. This judgment must reflect a clear understanding of the CRC mission statement and the acquisition and maintenance of campus and corporate policies and procedures. The person filling this role must have the ability to plan and carry out multiple and varied responsibilities with limited supervision and direction, organizing his/her own schedule and duties to complete the responsibilities. Effective multitasking, attention to detail, accuracy and organizational skills must be balanced with an understanding of the big picture and how this role fits into the facility and the LifeConnect concept as a... For full info follow application link. Covenant Living and CovenantCare at Home are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, or any other characteristics protected by local laws, regulations, or ordinances.
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Job Posting: 11475298

Posted On: Nov 24, 2023

Updated On: Dec 24, 2023

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