Resident Retention Manager

About the role

The Renewal Team is a critical component of the Sales Team, focusing on lease renewals across the entire portfolio. The Resident Retention Manager oversees the team, ensuring accurate dispatching of new leases, managing escalations, and providing insightful reports to leadership.

Responsibilities

• Drive the entire lease renewal process, ensuring seamless execution.
• Achieve or surpass renewal targets, continually raising standards.
• Provide superior customer service to internal and external customers.
• Adapt quickly to changes in a fast-paced, evolving environment.
• Work closely with internal partners to enhance Net Promoter Score (NPS) and customer survey ratings.
• Weekly reporting, key insights, and proposed action plans to the Senior Manager of Enablement.
• Process and approve deviations in renewal rates for residents.
• Directly manage a team of 5+ renewal consultants.
• Schedule and delegate workload to ensure accurate and timely completion.
• Maintain quality control through audits and provide feedback, coaching, and support to the renewal team.
• Conduct regular one-on-one meetings with renewal staff for performance, morale, and personal growth.
• Collaborate with peers to strategize and improve the renewal process across the portfolio.
• Maintain in-depth knowledge of Funnel and Yardi systems according to company standards.
• Exercise discretion regarding confidential resident, property, and company information.
• Comply with company standards as outlined in the Human Resources Policy Manual, E-Way, and applicable laws, e.g., Fair Housing, Landlord Tenant, Local Building Codes, OSHA, and EEOC.

Requirements

• High school diploma or equivalent, college degree preferred.
• 2-3 years of property management, call center, and/or sales experience preferred.
• 2-3 years of experience with leadership responsibilities and managing 5+ associates.
• Proficiency in Microsoft Office suite.
• Familiarity with CRM systems and practices.

What The Job Requires

• Work primarily in an office setting.
• Requires sitting at a desk or workstation for extended periods.
• Involves the use of standard office equipment such as computers, phones, and printers.
• Availability for five days each week, potentially including weekends.
• Minimal physical effort in daily tasks.
• No travel required; work is conducted at the office.
• Thrives in a fast-paced, dynamic work environment.

What You Will Bring To The Table

• Provides formal supervision to associates within a single functional or operational area.
• Recruits, selects, promotes, advances, corrects, and terminates staff.
• Plans and monitors staffing levels and labor utilization, including overtime.
• Prepares and delivers performance appraisals for staff.
• Mentors and coaches team members to develop competencies.
• Leads by example and models behaviors consistent with Essex's values.
• Excellent written and verbal communication skills.
• Strong organizational and analytical skills.
• Ability to provide efficient, timely, reliable, and courteous service to customers.
• Ability to effectively present information.
• Ability to comprehend, analyze, and interpret documents.
• Ability to solve problems involving multiple options.
• Intermediate analytical and quantitative skills.
• Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines.
• Responsible for setting work unit and/or project deadlines.

Pay

New hires generally start between $73,000.00 - $89,000.00 per year. The final salary offer will be determined after reviewing relevant factors, including but not limited to skill sets; relevant experience; internal equity; and other business and organizational needs. This role is also eligible to participate in Essex’s discretionary Annual Bonus program that is commensurate with the level of the position.

Schedule

This role requires availability for five days each week, potentially including weekends. No travel is required.