Resident Experience Manager

The Resident Experience Manager works to deliver Leasing Objectives, by delivering an enhanced resident experience, in every aspect of the Direct Let and Third-party Resident Journey in order to achieve occupancy, retention and resident satisfaction goals. Collaborating with department Leads and their teams, you will contribute towards building a vibrant, safe, and welcoming community our residents enjoy being a part of.
Key Role Responsibilities

• Always acts as a role model by demonstrating the GS core values.
• Monitors, proactively promotes, and encourages engagement with resident services, including via online platforms, and resident activities, both planned and informal events.
• Contributes to the development and improvement of policies and procedures.
• Create, establish, and embed a Complaints Management Process that evaluates different levels of dissatisfaction and "manages" adequate resolution and compensation (if required).
• Standardise the Customer Journey and develop "key touch points" along the leasing and resident journey).
• Drive NPS response through key campaigns (post check in and overall satisfaction).
• Establish and deploy Customer Satisfaction experience strategies in line with Company expectation (measured through NPS rating).
• Work with Facilities Manager to drive resident satisfaction on maintenance request resolution and efficiency and quality of service delivered, including comms.
• Organise & manage events around companys key themes, focusing on resident demographics, engaging residents through event attendance and satisfaction.
• Working with and engaging with FOH Team to execute events and key initiatives throughout leasing cycle.
• Lead renewal and referral campaigns to deliver Company targets, including resident retention rates.
• Work closely with CRM to enhance leasing opportunities, i.e.: Agency bookings, third party leasing, short lets and summer leasing opportunities.
• Engage with University partners to support leasing performance throughout lease up cycle. This is inclusive of attending Student/University fairs to represent the Chapter brand.
• Organise and host property open days/fairs, including tours and visits at site, engaging with local / key University partners.
• Work to build and strengthen relationships with key feeder partners, i.e.: INTO Uni
• Engage with 3rd party booking leads and act main point of contact between both parties.
• Participates where required in an on-call roster to provide out of hours emergency support for the Community.
• Assist management team to train, coach and develop team on Customer Service & key touch points for resident experience (Lease to Release journey).
• Monitors, proactively promotes, and encourages a strategy that places Resident welfare at the forefront of Resident Satisfaction Strategies.
• Lead, manage and support Student Ambassador program alongside key stakeholders.

Key Relationships

• Community Management and Community Teams.
• Corporate Support Teams including Procurement, Finance, Systems & Capital Projects.
• Sales, Marketing (including web management team), Regional Operations Managers, Investors & Portfolio Management Team.
• Groups and 3rd party agent (leasing) stakeholders.
• Client Relationship Manager & Operations Standards Manager
• 3rd Party Partners: Housekeeping, Security, contractors (refurbishment works etc)

Knowledge & Qualifications

• Good level of general education
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Proficiency in using property operations systems. Training will however, be provided.

Experience & Skills

Essential

• Excellent customer service skills and significant experience in a similar role in a world-class accommodation/hospitality/leisure or reservations/membership environment.
• Demonstrable experience in running social media channels and handling customer queries and complaints.
• Demonstrable sales and marketing event delivery .
• Evidence of organisation skills with the ability to multi task and prioritise whilst maintaining a high level of accuracy and attention to detail.
• A strong team player but capable of working autonomously and taking ownership.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Fluent English verbal and written communication skills.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

What We Offer

We include a range of benefits for our corporate team members, including competitive pension, healthcare, and holiday allowance, amongst others as standard. Please reach out if you are keen to know more.

About Greystar

Greystar is a leading, fully integrated real estate company offering expertise in investment management, development, and management of rental housing properties globally. The company's business model is unique in its ability to own, operate, and develop multifamily, student, and senior housing across the globe. Building a global platform with a local presence, Greystar continues to expand its geographic reach around the world, bringing a globally interconnected professional rental housing platform and industry funded with institutional capital to countries where the sector does not yet exist. Greystars pan European platform was established in 2013 and has scaled rapidly, now with investment, operational and development presence in the UK, Ireland, France, the Netherlands, Germany, Austria, and Spain.

One of Greystars core values is Equality, and as such, we continue to pride ourselves on being an equal opportunities employer, accounting for all protected and identifiable characteristics. We truly value diversity of thought, background and of experience. Please reach out to the Talent Acquisition team to explore opportunities at Greystar in more detail click on the apply link below:

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Location: Spitalfields, GB

Posted Date: 11/30/2024