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 more than $290 billion of real estate in 247 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 857,400 units/beds globally, and has a robust institutional investment management platform comprised of more than $76 billion of assets under management, including over $34 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 www.greystar.com.

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 Role 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 expectation (measured through NPS rating).
• Work with Facilities Manager to drive resident satisfaction on maintenance request resolution and efficiency and quality of service delivered, including comms.
• Organise & manage events around company’s key themes, focusing on resident demographics, engaging residents through event attendance and satisfaction.
• Working with and engaging with FOH Team to execute events and key initiatives throughout leasing cycle.
• Lead renewal and referral campaigns to deliver Company targets, including resident retention rates.
• Work closely with CRM to enhance leasing opportunities, i.e.: Agency bookings, third party leasing, short lets and summer leasing opportunities.
• Engage with University partners to support leasing performance throughout lease up cycle. This is inclusive of 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.
• Work to build and strengthen relationships with key feeder partners, i.e.: INTO Uni
• Engage with 3rd party booking leads and act main point of contact between both parties.
• Participates where required in an on-call roster to provide out of hours emergency support for the Community.
• Assist management team to train, coach and develop team on Customer Service & key touch points for resident experience (Lease to Release journey).
• Monitors, proactively promotes, and encourages a strategy that places Resident welfare at the forefront of Resident Satisfaction Strategies.
• Lead, manage and support Student Ambassador program alongside key stakeholders.

Role Scope

• Property: Chapter Spitalfields
• Capacity: 1113 Student Beds, 11 Residential PRS Units, 6 Retail Tenants
• Turnover: c. £27.1 Million
• Team: combined: c. 25 Team Members (directly & 3rd party employed)
• Resident Amenities: 24/7 staffing, Cinema & Karaoke rooms, multi-use auditorium, extensive lobby & lounge area, 24 hour gym & exercise room, private study rooms, dedicated study area, balcony & courtyard external spaces, games room, coffee shop and sky bar.

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 (refurbishment works etc)

Knowledge & Qualifications

• Good level of general education
• Proficient in the use of Microsoft Office packages including Word, Excel and Outlook.
• Proficiency in using property operations systems. Training will however, be provided.

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 multi task 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.
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience.
• Fluent English verbal and written communication skills.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.