Community Experience Manager

About the Role

This newly created role will assist teams in developing, implementing, and maintaining an effective Resident Retention program and ensuring the efficient operation of the property under the direction of the Area Vice President and in coordination with the Community Managers. The Community Experience Manager will also ensure resident satisfaction and a strong community reputation, resident services, activities, and effective problem resolution at AMLI Midtown Miami, AMLI Midtown 29, and AMLI 8800.

Responsibilities

• Lead resident experience initiatives to ensure monthly renewal goals are achieved.
• Assist in designing and implementing a resident retention program, including newsletters, social media/networking, resident referral programs, and social activities.
• Analyze monthly renewals, update renewal reports, and handle other administrative reporting requirements.
• Coordinate with the Leasing Manager to review notices to vacate and follow up with residents to retain leases.
• Assist in creating a flawless move-in experience to ensure residents feel confident in choosing AMLI as their home.
• Respond to resident requests and complaints in a timely, efficient, and courteous manner, utilizing AMLI’s 10 Service Standards.
• Analyze, assess, and follow up on Reputation.com Surveys and Ratings & Reviews for overall customer satisfaction.
• Plan, organize, and implement resident activities and events, including participation in Regional AMLI Famli community outreach/volunteer activities.
• Manage the resident portal to build community engagement by posting events, initiating clubs, and monitoring boards.
• Assist in implementing resident-facing technology that impacts AMLI's national resident experience initiatives.
• Show apartments for potential ‘Transfer on Site’ situations.
• Conduct proactive inspections and monitor the property to identify potential risks or resident concerns; report unusual circumstances to the Service Manager or Community Manager(s).
• Inspect property and vacant units to ensure a flawless move-in experience.
• Shop competition regularly to stay informed about their pricing, policies, lease terms, rental criteria, and resident programming.
• Prepare weekly and monthly reports on statistics related to Ratings & Reviews, Renewals, Reputation.com, and Resident Relations.

Requirements

• High School diploma or GED; associate or bachelor’s degree preferred.
• Minimum 2 years of leasing or property management experience preferred.
• Strong leadership, sales, marketing, and customer service abilities.
• Proficient in Microsoft Office, Outlook, and AMLI’s property management operating system.
• Experience with social media platforms such as Facebook, Twitter, and Pinterest preferred.
• Ability to make and implement decisions under conditions of risk and uncertainty.
• Must be able to work independently and demonstrate good business judgment in a variety of situations.
• Availability on Saturdays as needed.

Benefits

• Hourly pay + year-end bonus
• Medical, Dental, & Vision Coverage
• 401(k) with Company Match
• Generous Apartment Rent Discount
• Paid Time Off & Holiday Pay
• Tuition Reimbursement