CLIENT EXPERIENCE MANAGER

As a Client Experience Manager, you will serve as the primary point of contact for customers after the home purchase agreement through closing. In this highly visible and impactful role, you will guide customers through the homebuilding journey, ensuring a seamless, well-communicated, and positive experience. You’ll collaborate cross-functionally with Sales, Construction, Operations, Mortgage, and Design teams to drive alignment, proactively solve issues, and deliver an exceptional customer experience that leads to satisfaction, referrals, and repeat business.

You will thrive in this role if you:

• Enjoy building relationships and being a trusted advisor to customers throughout a complex process
• Are highly organized and can manage multiple priorities in a fast-paced, deadline-driven environment
• Communicate clearly, confidently, and proactively with both customers and internal partners
• Take ownership of the customer experience and proactively solve problems before they escalate
• Are comfortable navigating cross-functional teams and influencing without direct authority
• Stay calm under pressure and can de-escalate challenging customer situations with professionalism

These skills will be used to:

• Serve as the primary liaison for customers from post-sale through closing, ensuring a smooth transition from Sales to Construction
• Execute a proactive communication strategy, keeping customers informed on milestones, timelines, and next steps
• Manage a pipeline of 75–100 active customers while maintaining accuracy, responsiveness, and attention to detail
• Coordinate across Sales, Construction, Mortgage, Design Studio, and Operations to ensure alignment and timely issue resolution
• Prepare customers for key milestones, including design, loan approval, and closing readiness
• Monitor project progress, track milestones, and maintain accurate records in CRM systems
• Effectively leverage company-approved technologies, including AI-assisted tools where appropriate, to improve communication quality, streamline workflows, and enhance the overall customer experience
• Identify risks early and resolve concerns quickly to protect the customer experience and closing outcomes
• Partner with Sales Counselors and Realtors to ensure consistent messaging and a seamless customer journey
• Deliver a high level of customer satisfaction by creating personalized, memorable experiences

Required Qualifications:

• Bachelor’s degree in Marketing, Communications, Business Administration, Psychology, or a related field
• 5+ years of experience in customer service, project management, real estate, or a related field
• Experience using CRM systems and project tracking tools
• Strong organizational, communication, and problem-solving skills
• Ability to manage multiple priorities and deadlines in a high-volume environment

Preferred Qualifications:

• Experience in homebuilding, construction, or real estate industries
• Proven ability to manage complex customer relationships across multiple stakeholders
• Familiarity with mortgage, closing, or homebuilding processes
• Experience working in a cross-functional, team-oriented environment

Physical Demands and Work Environment:

• Communicates with customers and stakeholders through verbal and written interactions during meetings, calls, and on-site visits.
• Operates standard office equipment, including computers, phones, and CRM systems, to manage customer information and workflow.
• Travels between office locations and community sites to support customer meetings and perform quality control activities.
• Navigates active residential construction sites, including uneven terrain and varying stages of construction, to observe progress and support quality assurance efforts.

Fischer Homes is one of the largest and most reputable home builders in the Midwestern and Southeastern states. Founded in 1980, the company has grown to build over 40,000 homes and employs over 700 Associates. Fischer Homes' solid reputation has been built largely by the talent of our Associates as we have been recognized as the 32nd largest builder in the United States.

We value diversity within the Fischer Homes organization and see each Associate as a team member and valuable asset. We select highly competent individuals to join our team, provide them with the resources, training, and development possible to make significant contributions and drive their success while determining their career paths. The rewards for their efforts are:

• Professional Development Training Programs
• Tuition Reimbursement
• Competitive Compensation
• 401(k) with Company matching contributions and profit-sharing
• Employee Life Insurance
• Personal time off
• Inclusive Leave

Fischer Homes holds the highest ethical standards of business. We are honest and straightforward and will stand by our word. Our actions demonstrate respect, courtesy, and above all, fairness.