Resident Experience Manager

ROLE OVERVIEW

Role: Resident Experience Manager

Reporting to: Community Manager

Property: Cortland at Colliers Yard

# Of Units: 559

Amenities: Lounges, Dining, Meeting Rooms, Gym, Courtyard and Bookable Suites

COMPANY OVERVIEW

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in Build to Rent (BTR) in the USA with over 80,000 apartments under management, our high performance continues to drive exponential growth - and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

In the UK, Cortland has a six-year strategy targeting a development portfolio of 10,000 Build-to-Rent (BTR) apartments and a management portfolio of 75,000 units, primarily the London commuter belt areas and UK regional cities. Currently, we have two developments open in Watford and Manchester and another in Birmingham set to open this year, and more in the pipeline.

We are looking for superstar team members to help create the new gold standard for renting in the UK - one with the highest level of service where the resident always comes first.

ROLE RESPONSIBILITIES

As a Residents Experience Manager (REM) you will help the Community Manager oversee the operation of a multimillion pound, build to rent development. Being the face of our brand and responsible for creating a community within the building by providing an unparalleled level of customer service. You will take the lead on leasing, building compliance, the organisation of Resident Events and so much more! This is a diverse and challenging role but you have a passion for interaction and the drive to succeed. You will be organised and agile in your approach so you can manage whatever is thrown your way. Other key roles you include:

The Problem Solver

• Always ready to take charge and find solutions no matter how challenging the issue
• Able to multitask; one minute you are processing a prospect’s application and the next you are dealing with a call about excessive noise or a maintenance repair
• Dynamic approach to problem solving, well organised and ability to work well under pressure
• Proactive listener able to provide appropriate feedback and action any reasonable requests that may arise

The Rule Enforcer

• Go above and beyond for the residents but understand that rules are made for a reason and feel comfortable laying down the law when necessary
• Handle difficult tasks with empathy but never shy away from a challenge
• Understand building legislation and procedures so you can ensure residents and associates are kept safe and secure at all times
• Complete regular onsite testing protocols and ensure these are accurately recorded for compliance

The Tour Guide

• Discover future residents’ needs, show them around your community’s amenity areas and show apartments, and highlight all the benefits that will make them want to call your community home
• Highlight your development’s unique features and benefits and what sets it apart from the competition
• Create added value by anticipating needs and addressing living concerns customers haven’t even thought about yet

The Deal Sealer

• Go above and beyond to make prospective residents feel so at home they will never want to leave
• Optimise occupancy and increase viewings by finding new ways to boost online engagement, update promotions and advertising, and create new marketing strategies
• Shop the competition to stay one step ahead, the BTR market is growing exponentially in Manchester and we want to offer the best level of service
• Communicate with clarity and enthusiasm assuring prospective residents that your development is where they want to live and a place, they will call home
• Process your deals efficiently and keep the residents updated consistently throughout

The Organisational Genius

• Keep track of a high number of requests and needs without getting overwhelmed
• You like to have things just right and keep all information neatly stored for ease
• Having everything organised at the touch of a button so you know what apartments are vacant, which have maintenance issues, and which are due for renewal
• The gatekeeper of information, accumulating details, and documents to create insightful development status reports
• Familiar with P&L and operational budgets and seek to find efficiencies where possible

THE IMPACT YOU CAN MAKE

• Residents are so happy in your community they will have no reason to leave!
• Associates, vendors, and residents always have the information they need because of your exceptional communication skills
• You thrive in the fast-paced, challenging day-to-day life of your community, where you are accountable for the success of your development’s performance
• The General Manager is so confident in your ability that they can relax knowing that you have everything under control
• You are highly motivated and know that people can always turn to you for inspiration on how to find solutions to any problem that arises