Resident Experience Manager

We are seeking a highly motivated and experienced Resident Experience Manager for a 12-month fixed-term contract within the Built Environment team of an Insurance institution. This role is crucial in ensuring a positive experience for residents within the portfolio of operational assets (BTR, Build to Rent).

About the Role:

As the Resident Experience Manager, you will be the champion for resident satisfaction, driving initiatives that enhance their living experience and contribute to the overall success of the assets. You will collaborate with cross-functional teams and external partners to deliver exceptional service and build a strong sense of community.

Key Responsibilities:

1. Oversee and govern customer experience and resident-facing service delivery across all assets.
2. Collaborate with stakeholders on amenity design, branding, marketing, and procurement, ensuring alignment with budget and resident needs.
3. Participate in site staff recruitment to ensure alignment with the company values.
4. Design the customer journey for each asset and create market-leading events programs in partnership with managing agents.
5. Review and evaluate new technology solutions to enhance the resident experience.
6. Monitor and report on key customer-related KPIs, reviews, complaints, and ESG targets/initiatives.
7. Lead continuous improvement initiatives based on resident feedback and asset inspections.
8. Contribute to ESG initiatives and forums.
9. Stay informed of industry trends, market developments, and regulatory changes.

What We’re Looking For:

1. Proven experience in developing and delivering effective branding and marketing campaigns.
2. Experience in reporting business performance at a senior level.
3. Demonstrated success in managing third-party suppliers.
4. Experience in designing, implementing, and reviewing customer journeys.
5. Strong knowledge of branding/marketing and customer experience measurement metrics.
6. In-depth understanding of the private rented sector and Build to Rent.
7. Excellent organizational, communication, and interpersonal skills.
8. Ability to persuade and influence stakeholders.
9. Strong commercial judgment.
10. Proficiency in MS Office Suite.

What’s on Offer:

Competitive salary and benefits package.

Opportunity to contribute to a growing and dynamic organisation.

Supportive and collaborative work environment.

To Apply:

If you are a passionate and driven individual with a proven track record in resident experience management, we encourage you to apply. Please submit your CV to

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Marketing, Customer Service, and Strategy/Planning

Industries

Staffing and Recruiting, Marketing Services, and Real Estate

#J-18808-Ljbffr