Resident Experience Manager

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates over $315 billion of real estate in 250 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 1,000,000 units/beds globally , and has a robust institutional investment management platform comprised of more than $78 billion of assets under management, including over $36 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit .

JOB DESCRIPTION SUMMARY

The Resident Experience Manager works to deliver Leasing Objectives, by delivering an enhanced resident experience, in every aspect of the Direct Let and Third-party Resident Journey in order to achieve occupancy, retention and resident satisfaction goals. Collaborating with department Leads and their teams, you will contribute towards building a vibrant, safe, and welcoming community our residents enjoy being a part of.

JOB DESCRIPTION

Key Roles and Responsibilities

• Always acts as a role model by demonstrating the GS core values.
• Monitors, proactively promotes, and encourages engagement with resident services, including via online platforms, and resident activities, both planned and informal events.
• Contributes to the development and improvement of policies and procedures.
• Create, establish, and embed a Complaints Management Process that evaluates different levels of dissatisfaction and manages adequate resolution and compensation (if required).
• Standardise the Customer Journey and develop key touch points along the leasing and resident journey.
• Drive NPS response through key campaigns (post-check-in and overall satisfaction).
• Establish and deploy Customer Satisfaction experience strategies in line with Company expectations (measured through NPS rating).
• Work with Facilities Manager to drive resident satisfaction on maintenance request resolution and efficiency and quality of service delivered, including communications.
• Organise & manage events around company’s key themes, focusing on resident demographics, engaging residents through event attendance and satisfaction.
• Work with and engage the FOH Team to execute events and key initiatives throughout the leasing cycle.
• Lead renewal and referral campaigns to deliver Company targets, including resident retention rates.
• Work closely with CRM to enhance leasing opportunities, including Agency bookings, third party leasing, short lets and summer leasing opportunities.
• Engage with University partners to support leasing performance throughout the lease-up cycle, including attending Student/University fairs to represent the Chapter brand.
• Organise and host property open days/fairs, including tours and visits at site, engaging with local/key University partners.
• Build and strengthen relationships with key feeder partners, e.g., INTO Uni.
• Engage with 3rd party booking leads and act as the main point of contact between both parties.
• Participate in an on-call roster to provide out of hours emergency support for the Community as required.
• Assist management team to train, coach and develop the team on Customer Service & key touch points for the resident experience (Lease to Release journey).
• Monitors, proactively promotes, and encourages a strategy that places Resident welfare at the forefront of Resident Satisfaction Strategies.

Role Scope

• Property: Chapter London Bridge
• Capacity: 905 Student Beds, 3 Retail spaces
• Resident Amenities: 24/7 staffing, Screening rooms, Banquet seating areas, extensive lobby & lounge area, 24 hour gym & exercise room, dedicated study area, roof top terrace, sky lounge, bar, private dining areas, coffee shop and much more!

Key Relationships

• Community Management and Community Teams.
• Corporate Support Teams including Procurement, Finance, Systems & Capital Projects.
• Sales, Marketing (including web management team), Regional Operations Managers, Investors & Portfolio Management Team.
• Groups and 3rd party agent (leasing) stakeholders.
• Client Relationship Manager & Operations Standards Manager.
• 3rd Party Partners: Housekeeping, Security, contractors.

Experience & Skills
Essential

• Excellent customer service skills and significant experience in a similar role in a world-class accommodation/hospitality/leisure or reservations/membership environment.
• Demonstrable experience in running social media channels and handling customer queries and complaints.
• Demonstrable sales and marketing event delivery.
• Evidence of organisation skills with the ability to multitask and prioritise whilst maintaining a high level of accuracy and attention to detail.
• A strong team player but capable of working autonomously and taking ownership.
• Flexible approach to working in a fast-paced environment and adaptable to thriving in a changing environment.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Fluent English verbal and written communication skills.
• Numerical skills necessary to complete the above activities.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.

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