Resident Experience Manager

Intro

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.

Job Overview

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.

Roles You Will Play

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

The Impact You Can Make

• 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

Outro

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 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.

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