Director of Customer Service Experience & Contractor Tenant Relations

## Description The Director of Customer Experience & Contractor/Tenant Relations serves as the senior leader responsible for all stakeholder-facing functions across Safe Harbor Lauderdale Marine Center. This role oversees a broad portfolio including captains, tenants, logistics and account management, member service specialists, contractor registration, and marina operations. The ideal candidate is a dynamic, people-first leader who excels at building cohesive teams, streamlining cross-functional operations, and ensuring every stakeholder touchpoint — from initial reservation through departure and future follow-up — reflects the highest standard of service. This position reports to General Manager. **Essential Duties and Responsibilities** Leadership & Team Management: § Directly oversee department leads across office management/tenants & leasing, logistics & account management, member service specialists, contractor registration, and marina operations § Foster a unified team culture centered on accountability, communication, and exceptional service delivery § Conduct regular performance reviews, set departmental goals, and support professional development across all direct reports § Ensure all teams are following standardized SOPs (e.g., Salesforce CRM protocols, onboarding and departure processes) and continuously improve those processes Reservation & Onboarding Oversight: § Oversee the end-to-end customer onboarding process ensuring seamless handoffs between the logistics team, sales account managers (SAMs), and property account managers (PAMs) § Ensure logistics team confirms resources, sends dockage agreements, collects insurance, and assigns PAMs in a timely manner for all short-term (under 7 days) reservations § Monitor the reservation pipeline to ensure vessels are moved accurately from "bucket slip" to "Pending Review" to "Reserved" status upon contract and insurance completion § Oversee PAM assignment logic: ensuring vessels with Safe Harbor Services or refit projects are matched to experienced PAMs and all others are distributed equitably Arrival & Stay Experience: § Ensure PAMs are contacting all arriving vessels 10 days prior to confirm dates, crew lists, contractor access, and scope of work § Oversee the 24-hour pre-arrival confirmation process, including slip assignment, tug coordination, and ETA confirmation § Ensure day-of-arrival protocols are executed: vessel greeting, welcome packet delivery, length and scope confirmation, and fluid level checks for vessels being hauled § Monitor ongoing stay management by PAMs including bi-weekly vessel touchpoints, contractor coordination, departure date tracking, and Salesforce updates § Collaborate with events team for relationship-building activities such as crew events, client engagement meetings, and proactive upsell conversations around fuel, bottom jobs, tenants and Safe Harbor Service Departure & Post-Departure Process: § Ensure PAMs initiate departure outreach 3–5 days in advance to confirm dates, fuel services, billing completion, and future reservation entry § Oversee 24-hour departure confirmations including marina coordination, towing needs, and departure surveys § Ensure day-of-departure procedures are followed: crew card collection, billing confirmation with Business Management, and hazardous materials fee advisement § Confirm that post-departure follow-up is completed: system updates, departure emails to all relevant distribution lists, and SAM pipeline re-entry for future visits Contractor Registration, Sales & Office Operations: § Champion contractors as a core and valued segment of the business — treating registered contractors not merely as vendors subject to oversight, but as key partners whose success and satisfaction directly contribute to the quality of service delivered to vessel § Oversee the contractor registration program ensuring all contractors working on vessels at the property are registered, authorized, in good standing, and meet all lice…