Customer Experience Lead

Customer Experience Lead in Celina, TX, United States

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Customer Experience Lead

Location: Celina, TX, United States

Date Posted: Apr 21, 2026

Job ID: 2603978

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Description

Job Overview:

The ideal candidate will be able to effectively articulate both the community's vision and its unique story, as well as the advantages of living in a Hillwood Communities master-planned development. This position will be based at The Ramble Coffee House in Celina.

The Customer Experience Lead will serve as a key marketing liaison, engaging with prospective homeowners, Realtors, builder sales teams, the HOA, residents, and Hillwood Communities. In addition, the Customer Experience Lead will support the coffee house and collaborate with the Lifestyle Manager to help plan and execute community lifestyle events.

The on-site coffee program is operated by a coffee operator, including all staffing and food & beverage service. This role will work closely with the operator to ensure a seamless and enjoyable experience for guests, while focusing on overall environment, community engagement, and brand experience.

Your Responsibilities:

• Understand and effectively communicate the community brand at all touch points. Consistently tell the story of Ramble's brand, vision, amenities, homebuilders and product, future development activity, school district, location, and the developer, Hillwood Communities.
• Serve as the primary host and greeter for the Ramble Coffee House, welcoming residents, prospects, and visitors, and Realtors.
• Act as liaison with 1418 Coffee, help ensure the overall space remains aligned with the community's brand and experience goals.
• Capture visitor information, provide tours, distribute marketing materials, answer calls, assist with lifestyle events, and aid homebuilder sales teams.
• Guide the prospect and realtor experience to ensure wants and needs are met or exceeded.
• Create a friendly, inviting environment that encourages guests to spend time in space.
• Track and maintain prospect and realtor information, foot traffic and prospect reports.
• Assist in the planning and execution of on-site events for prospects and realtors.
• Plan and execute some lifestyle events for residents both at the Coffee House and within the community. Help activate the Ramble House as a gathering space through both structured events and informal daily use
• Maintain marketing materials and promotional items inventory and notify vendors of any issues with supplies or equipment.
• Perform administrative functions as needed, including special projects, presentations, emails, and Realtor Program follow-up, assisting the Marketing Manager, and the HOA Team.
• Assist the Marketing Team and HOA Team with builder relations, community relations, and realtor relations to include basic communications, meetings and events.
• Communicate community and HOA benefits, amenities, and events to residents, guests and realtors.
• Conduct follow-up calls and emails to prospects and realtors to promote home sales and lead match backs to gauge marketing program effectiveness.
• Assist with lifestyle content and social media posts and reviews.
• Respond to phone calls and emails from the website.
• Assist in various community technology platforms.

Skills - Qualifications:

Education/Training:

• Associates degree in business, sales, marketing, real estate, communications or related field; bachelor's degree a plus
• 1-2 years' customer service experience in resort, real estate or retail environments delivering exceptional customer service
• Superior administrative and computer skills a must. Proficient in Microsoft Office.
• Detail-oriented and organized.
• Strong written and verbal communication skills; friendly, service-oriented with exceptional people skills.
• Responsible and able to work independently. Ability to multi-task and be able to handle high level of distractions; conflict resolution abilities.
• Flexibility in work hours and schedule; job requires working some weekends
• Attendance - Workdays are Tuesday - Saturday and regular and predictable attendance (REQUIRED)

Experience/Knowledge/Abilities:

• High energy level and great communication skills are a must.
• Professional phone skills.
• Working knowledge of Windows, Microsoft Office Suite, Internet-based applications and CRM experience helpful, as is the ability to learn new software.
• Ability to work a flexible schedule, including weekends.
• Demonstrated writing ability.
• Real estate industry experience a plus.
• Dynamic communicator, detail oriented, able to manage multiple tasks at one time.

What We Offer:

As a full-time non-exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays and a 401k with company match. Occasional travel may be required to attend training and other company functions.

Compensation: $23 - $27 / hour

Disclaimer:

This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties and responsibilities to this job at any time.

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Automated Employment Decision Tool (AEDT) Usage: We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed: The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations: Candidates who require an alternative selection process or a "reasonable accommodation," as defined under applicable disability laws, may make a request through our designated contact channel [email protected].

Requesting Information About the AEDT - NYC Local Law 144: Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at [email protected]; we will respond in accordance with Local Law 144, within 30 days.

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