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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 prospects 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 communitys amenity areas and show apartments, and highlight all the benefits that will make them want to call your community home
Highlight your developments unique features and benefits and what sets it apart from the competition
Create added value by anticipating needs and addressing living concerns customers havent 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 developments 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
YOUR BUILDING BLOCKS OF SUCCESS
Extensive experience in customer facing role ideally in BTR, Property Management or Hospitality
Excellent customer relations skills and plenty of energy and enthusiasm
Communicate effectively with residents, vendors, and associates
Resourceful problem solver always up to the challenge
Highly organised with the ability to prioritise effectively and multi-task
Impeccable record-keeping and reporting skills
Tech savvy and computer literate
Ability to think on your feet with the resident at the forefront of any solution
THE CORTLAND DIFFERENCE
At Cortland, we create, reimagine, and manage apartment communities for over 150,000 residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices all over the US and UK. We cover the apartment living experience from wall to wall from concept to completion, including investment management, design, build, and operations while remaining entirely focused on delivering resident-centric, hospitality-driven service.
Our success is fuelled by our belief in a better life where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people possibilities that translate into exceptional living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.
