Director of Customer Service Experience & Contractor Tenant Relations

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 35 days in advance to confirm dates, fuel services, billing completion...