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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:

Reservation & Onboarding Oversight:

Arrival & Stay Experience:

§ 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:

Contractor Registration, Sales & Office Operations:

Tenant Relations, Leasing & Business Development:

Marina Operations Support:

§ Champion the marina as the front door of the business — the first and last impression for every vessel, captain, and crew member who visits the property — and hold the team accountable to delivering a consistently warm, professional, and world-class waterfront experience.

§ Ensure the marina is properly staffed seven days a week, including weekends and holidays, with adequate coverage across all shifts to meet the operational demands of a full-service marine facility and the service expectations of guests at all times.

§ Set and enforce standards for how marina team members greet, assist, and interact with vessel owners, captains, crew, and guests — ensuring every arrival is met with a friendly, proactive welcome and every departure is handled with professionalism and care.

§ Oversee the marina team’s role in providing comprehensive dockside support including line handling, vessel mooring and unmooring, power and water hookups, tug coordination, and general assistance to ensure vessels are safely and comfortably settled upon arrival.

§ Ensure the marina team is briefed daily on scheduled arrivals, departures, haul-outs, and any special vessel or guest needs so they are prepared to deliver personalized, anticipatory service.

§ Establish clear protocols for marina team communication with PAMs, logistics, and the broader operations team to ensure seamless coordination and information flow throughout a vessel’s stay.

§ Oversee marina rules and regulations enforcement in a manner that is firm but respectful — maintaining safety and order on the property while preserving positive relationships with guests and vessel crews.

§ Ensure the marina team proactively identifies and escalates any vessel, safety, or guest experience issues to the appropriate team members in a timely manner.

§ Oversee coordination with the maintenance department to ensure docks, power pedestals, water connections, and all marina infrastructure are in safe working order at all times.

CRM & Systems Accountability:

§ Any other task assigned by the supervisor related to the job

Customer Experience

Arrival & Departure Process Compliance

Contractor Registration & Service

Tenant Relations & Leasing

Revenue & Upsell

Team Performance

Safety and Environmental Responsibilities

• Follow SHM Safety and Environmental rules and complete required related training.
• Wear proper personal protective equipment as required for the task or work area.
• Report all accidents, injuries, spills and near misses immediately.

Technical and Physical Requirements

Minimum Soft Skill Qualifications

• Eagerness to engage in a growing, fast paced, and industry-leading company

• Consistently treats others with dignity and respect

• Genuinely serves others with humility and a positive attitude

• Frequently demonstrates a bias toward action

• Always communicates effectively and courteously to establish strong networks internally and externally to ensure that decisions are thoughtful of all stakeholders

• Follows policies and procedures while seeking out new and better ways of accomplishing duties

• Shows resolve and overcomes difficulties in a positive and productive manner

• Provides responsive service to our Teammates and Members

• Continuously puts forth the extra effort to accomplish duties

• Develop sound conclusions and makes decisions based on analysis of data and understanding of the business

• Works to build high performing teams while taking an interest in Teammates’ professional development

• Organize, plan and manage Teammates and processes efficiently

• Unfailing commitment to continuous learning and growth

• Acts with integrity and is open to feedback from all Teammates

• Willingly coaches teammates through change and leads all situations with positivity

The Company

Safe Harbor Marinas, LLC (SHM) is the largest owner and operator of marinas in the world. As a fast

growing company, SHM cultivates a team dynamic of passionate individuals led by the sharpest minds in

the industry in order to serve the vibrant boating community that encompasses the SHM network. SHM

teammates are committed to thinking critically, providing outstanding service and building relationships

with all that we serve. SHM offers professional education and training opportunities and the chance to

work with – and learn from – highly experienced professionals in the marine industry. In addition, SHM

offers eligible employees healthcare benefits, 401(k) plans, paid time off, and relocation opportunities.

Safe Harbor Marinas provides equal employment opportunities (EEO) to all employees and applications for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Safe Harbor complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The policy applies to all terms and conditions of employment