Resident Experience Manager

ROLE OVERVIEW

Role: Resident Experience Manager                

Reporting to: Community Manager

Property: Cortland Broad Street 

# Of Units: 440         

Amenities: Resident lounge, Co-working spaces, fitness centre, courtyard gardens and sky lounge

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 US Build-to-Rent (BTR), 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.

With developments across the UK in cities like Watford, Manchester, and Birmingham, we are dedicated to delivering better living on every level.

We are looking for above and beyond 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 prospect’s 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 community’s amenity areas and show apartments, and highlight all the benefits that will make them want to call your community home

•            Highlight your development’s unique features and benefits and what sets it apart from the competition

•            Create added value by anticipating needs and addressing living concerns customers haven’t 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 Birmingham 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 development’s performance

•            The Community 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 residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices across the US and in the UK. We cover the apartment living experience from concept to completion, including investment management, design, build, and operations – all 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.

Cortland is an equal opportunities employer, and we’re proud to support and celebrate diversity in the workplace.