At a Glance
- Tasks: Lead resident services programs and enhance community living experiences.
- Company: Cortland reimagines apartment living, creating vibrant communities nationwide.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and creativity.
- Why this job: Make a real impact on residents' lives while developing your career in a supportive culture.
- Qualifications: Bachelor's degree and 3+ years in customer management or loyalty programs required.
- Other info: Cortland values diversity and is committed to equal opportunity for all applicants.
The predicted salary is between 36000 - 60000 £ per year.
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 multifamily, our high performance continues to drive exponential growth – and we invite you to join us on our journey towards real estate excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.
As a Resident Experience Manager, you lead all associates onsite in the development and implementation of strategic resident services programs for a multimillion dollar, multifamily apartment home community.
- The Resident Ambassador
- Go beyond expectations to make living at your community relaxed, easy, and unlike any other apartment experience.
- Research new resident amenities, activities, and loyalty programs that can help add value to your community and drive incremental revenue.
- Represent the Cortland brand by embodying our mission, vision, and values – and infusing them into resident programs and relations.
- Manage resident communication initiatives, effectively identifying and sharing meaningful information.
- The Data Driver
- Keep your finger on the pulse of resident satisfaction levels to make sure we are delivering everything our residents expect.
- Update and monitor performance management dashboards that measure renewal rates, resident satisfaction, move-ins/move-outs, traffic activity, closing ratios, application statuses, and other key community metrics.
- Research and help establish programs for each phase of the resident lifecycle — from lease signing to renewal.
- Maintain a database of proven best practices for resident experience programs.
- The Team Player
- Guide your team in the creation of meaningful resident experience programs by creating tactical plans and evaluating community performance.
- Inspire your community colleagues to continually strengthen resident event strategies.
- Partner with teams from other communities to deepen the company’s relationship with residents and achieve resident retention goals.
- Serve as a go-to resource for community teams and portfolio leadership.
Your reputation as a hands-on manager and decisive tactician grows daily, and the Community Manager feels totally confident leaving you to run the community during absences. Your team is ground zero for great ideas that spread to our other communities in the region. Colleagues seek your advice on how to best deploy project/program management technology to enhance their operational performance.
Building Blocks of Success
- Bachelor’s degree in Business, Communications, Marketing, Management, or related field required.
- 3+ years of customer managing experience and/or customer loyalty programs in the hospitality, travel, or ecommerce sectors.
- Strong background developing and implementing customer contact plans, customer research and segmentation initiatives, and email marketing campaigns (knowledge of marketing automation systems preferred).
- Demonstrated sales and customer service expertise.
- Exceptional written and verbal communication skills.
At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest. Our success is fueled 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 superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.
Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.
If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.
Resident Experience Manager employer: Cortland
Contact Detail:
Cortland Recruiting Team
talentresources@cortland.com
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Experience Manager
✨Tip Number 1
Familiarise yourself with Cortland's mission, vision, and values. Understanding these will help you embody the brand during interviews and discussions, showcasing how your personal values align with theirs.
✨Tip Number 2
Research current trends in resident experience and customer loyalty programs within the multifamily housing sector. Being knowledgeable about innovative strategies can set you apart as a candidate who is ready to contribute from day one.
✨Tip Number 3
Network with professionals in the real estate and property management industries. Attend relevant events or join online forums to connect with others who can provide insights or even referrals for the Resident Experience Manager role.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully managed customer relationships or implemented resident programmes in previous roles. Concrete examples will demonstrate your capability and readiness for the position.
We think you need these skills to ace Resident Experience Manager
Some tips for your application 🫡
Understand the Role: Before applying, take time to thoroughly understand the responsibilities of a Resident Experience Manager. Familiarise yourself with the key aspects of the role, such as resident services programs and community engagement.
Tailor Your CV: Make sure your CV highlights relevant experience in customer management, loyalty programs, and communication skills. Use specific examples from your past roles that demonstrate your ability to enhance resident experiences.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for creating exceptional living experiences. Mention how your background aligns with Cortland's mission and values, and provide insights into how you can contribute to their success.
Showcase Your Communication Skills: Since exceptional written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including a brief example of a successful communication initiative you've led.
How to prepare for a job interview at Cortland
✨Showcase Your Customer Service Skills
As a Resident Experience Manager, your ability to manage customer relationships is crucial. Be prepared to share specific examples of how you've successfully handled resident concerns or improved customer satisfaction in previous roles.
✨Demonstrate Your Strategic Thinking
Cortland values innovative solutions. During the interview, discuss how you've developed and implemented strategic programs in past positions. Highlight any research you've conducted on resident amenities or loyalty programs that have driven revenue.
✨Emphasise Team Collaboration
This role requires working closely with various teams. Share experiences where you guided a team or collaborated with others to enhance resident experiences. Show that you can inspire and motivate colleagues to achieve common goals.
✨Prepare for Data-Driven Discussions
Being a data driver is key in this position. Familiarise yourself with performance metrics relevant to resident satisfaction and retention. Be ready to discuss how you've used data to inform decisions and improve community performance in your previous roles.