Manager of Customer Experience in Waltham, MA at Benchmark Senior Living

Date Posted: 3/21/2020

Job Snapshot

Job Description

Want to make your mark? Join Benchmark, a new type of senior living company. At Benchmark, we impact lives through human connection. We are thought leaders creating quality experiences and inspiring personal growth for all who engage with us. We just happen to imagine, build and manage beautiful, private-pay communities geared toward older adults. Are you Called to Care about your work, other people and making a difference? Do you believe that people and teams are Better Together than going it alone? Are you always striving to Be the Benchmark by which all others are measured? Then our core values match. Connect with us –and to what truly matters!

Benchmark Senior Living (BSL) was founded in 1997 by Tom Grape, CEO, and is the largest provider of senior housing in New England. The Company, with its corporate offices located in Waltham, MA, offers the highest quality of service and care with the warmth and hospitality of home. BSL is a leading service provider in several key areas including: independent living, assisted living, memory care, skilled nursing and short stay programs. With a choice of lifestyles and differing levels of care, the company is able to tailor its services and/or living arrangements to suit the needs of each resident.

We are seeking a Manager of Customer Experience, this role will oversee sales, marketing and customer service training, while supporting the marketing, sales, and customer service leadership, staff, and processes.


  • Effectively train/on-boarding the sales team to master Relationship Centered Selling initiatives as well as develop and grow skill sets to match our evolving business and use of the CRM.
  • Determine training/on-boarding requirements by evaluating sales and marketing strategic plans and current sales results; conferring with sales leadership; reviewing results of manager coaching and evaluating training effectiveness.
  • Manage communication, updates and roll-out of sales/marketing/CX tools, trainings and special projects.
  • Support the creation and roll-out of company-wide CX initiatives to accelerate the improvement of customer experience both internally and to our prospects and families.
  • Analyze various data sets to identify trends and recommend solutions to improve customer experiences, CRM use, and marketing/sales performance.
  • Provide input on process redesign to ensure the most effective combination of people, process, information, and technology produces the optimal outcome and positive return on investment.
  • Develop initiatives to advance associates’ sales effectiveness, business excellence and core competencies.
  • Work with HR to develop enterprise-wide training materials/programs and onboarding.
  • Assist in strategic planning though process improvement initiatives.
  • Support regional teams including coaching, mentoring and evaluation.
  • Developing content, presentations and prep materials for sales, marketing and CX internal and external meetings and events.
  • Analyze problematic situations and occurrences and provide solutions to ensure business growth. 
  • Project management of various special projects initiatives.
  • Provide oversite, planning and vision for sales/marketing/CX events.


Job Requirements


  • Bachelor’s degree in business, marketing, statistics or related field
  • 5+ years’ experience in management, sales, business, or senior living
  • Previous senior living or healthcare industry experience a plus


  • Proven ability to maintain highest level of confidentiality, discretion and integrity
  • Training/facilitation experience
  • Strong people skills
  • Proficient in data analytics
  • Proactive, detail-oriented and have a high degree of independence, maturity and confidence. 
  • Strong analytical, strategic thinking and problem-solving skills
  • Strong presentation skills and ability to articulate a complex concept visually
  • Team focused; able to flex style to interact effectively with a wide range of individuals, including executive level management
  • Exceptional oral, written and verbal communication skills
  • Flexibility to work in a fast-paced, multi-task environment
  • Knowledge of consultative sales
  • Quick learner of Benchmark offerings
  • Strong project and program management (PM) skills and understanding of PM tools.