Manager, Marketing / Operations

Realogy Holdings Corp   •  

Concord, CA

Industry: Real Estate & Construction


Less than 5 years

Posted 41 days ago

Job description

The Marketing/Operations (Listing Concierge) Manager supports the Listing Concierge team in Concord and real estate sales offices nationwide. The position is responsible for management of the Listing Concierge team, as well as the accurate and timely processing of listing packages. This position requires the individual to manage several marketing professionals that service the Listing Concierge program and act as a liaison between the real estate sales associate and various vendor partners. The Listing Concierge program is responsible for ensuring timely and accurate processing of orders with a primary focus on exceptional customer service.

Essential Duties & Responsibilities include, but are not limited to the following. Other duties may be assigned.

  • Manage the Listing Concierge team, made up of several marketing professionals, to make sure the program is being successfully executed.
  • Implement a reporting plan/structure for Listing Concierge, including establishing a seamless fulfillment process.
  • Budget management execution, making sure the program stays within budget.
  • Establishes annual plan for Listing Concierge and makes sure the Listing Concierge team adheres to it.
  • Creates a successful reporting and tracking system to help the team stay on task, monitor orders that come in and give usage reports to the leadership team.
  • Provides traffic management for new orders coming in to make sure they are property assigned and oversees that existing orders are being executed within the company's SLAs.
  • Provides customer service support to sales associates when issues are escalated.
  • Maintains healthy relationships with outside partner vendors, including Corefact, Dotsignal, Creative Edge, AdWriter, New Panda and publication partners.
  • Communicates issues to the Director of Listing Concierge, regional Field Marketing Manager(s) and in-house Marketing Coordinators/staff as needed.
  • Works to help enhance the program to make it even more effective and efficient for the team and sales associates alike.
  • Helps train/coach, provide guidance and oversee the Listing Concierge Coordinators who:
  • Provide assistance to sales associates in completing their online and proofing, editing and reviewing their marketing pieces.
  • Answer agent questions about the program and ordering and proofing process, etc.
  • Provide phone and email support to agents regarding the program.
  • Create proofs of all the listing concierge marketing items, work with the agents on any edits they may have and then finalize these items to get them ordered and sent out, including:
  • Single property website
  • Just listed announcement/postcard/mailer
  • Brochure
  • Just Sold postcard
  • eBlast
  • TV spot
  • Facebook boost (demographically targeted)
  • Print ad
  • Seller's Report
  • Send out satisfaction survey rating the program and assistance at the completion of each order.
  • The position may require some travel during program launches and implementation.


  • Bachelor's degree preferred in Business Administration or a related field
  • Two-plus years of prior management experience.
  • Three-plus years of customer service and administrative experience.
  • Prior real estate experience preferred.
  • Excellent communication and interpersonal skills and the ability to build strong professional relationships.
  • Capable of working with a diverse group of individuals and personalities.
  • Accuracy and a strong attention to detail.
  • Demonstrated ability to work collaboratively.
  • Ability to follow direction and utilize critical thinking and problem solving skills.
  • Strong ability to multitask and effectively perform in a fast-paced environment.
  • Proficient in managing problems involving several variables.
  • Ability to work under pressure within deadlines.
  • Skilled in managing and prioritizing shifting responsibilities.
  • Understanding of budgets and planning.
  • Maintains calm in a fast-paced, stressful environment.