Resident Experience Manager

We are seeking a Resident Experience Manager to spearhead our customer service, community engagement, and brand reputation endeavors. This pivotal role is at the heart of delivering an unmatched resident and prospect experience, fostering a harmonious community, and embodying the superior standards of Aurum in every interaction.

What you will do

1. Event Management and Community Outreach:

• Design, coordinate, and execute a myriad of engaging resident events to foster community, camaraderie, and a sense of belonging.

• Embark on community outreach initiatives to create robust networks and partnerships that enhance the resident and prospect experience.

2. Reputation and Review Management:

• Cultivate a stellar online reputation through proactive review management, responding to feedback with tact and professionalism, and encouraging satisfied residents to share their experiences.

• Monitor and analyze reviews and feedback to derive actionable insights for continuous service enhancement.

3. Customer Service Leadership:

• Lead, train, and mentor a dedicated team to deliver exemplary service in every resident and prospect interaction.

• Devise and implement customer service protocols and standards to ensure consistent, high-quality service delivery.

4. Experience Management:

• Oversee the prospect journey from inquiry to residency, ensuring a seamless, enjoyable, and personalized experience.
• Collaborate with the leasing team to ensure prospects are provided warm, informative, and memorable interactions.
• Embrace a culture of continuous improvement by actively seeking and implementing innovative strategies to enhance the customer experience.
• Stay abreast of industry trends, technologies, and best practices to foster a forward-thinking, resident-centric service approach that continually elevates the resident experience.

5. Performance Analysis:

• Evaluate the success of resident engagement initiatives, customer service delivery, and reputation management efforts, and provide detailed reports to senior management.
• Collaborate with the Community Manager to continually refine and enhance the resident and prospect experience.

Qualifications

• Bachelor’s degree
• Minimum of 3 years experience in customer service, community engagement, or hospitality, preferably within a luxury or high-end setting.
• Passion for creating memorable experiences
• Exceptional communication, interpersonal, and leadership skills.
• Ability to work a flexible schedule to accommodate community events and other key responsibilities.
• Proficiency in Microsoft Office or Google Docs programs

Nice to haves

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Proficiency in property management software (preferably Yardi)
• Proficiency in CRM systems and online review platforms.

Our company offers a competitive salary with a comprehensive benefits package including health, dental, vision insurance, a 401(k) plan and generous PTO. We are an equal opportunity employer and value diversity. We invite passionate and committed individuals to be a part of our dynamic and growing team.

Company Overview

At Aurum Property Management we are committed to orchestrating an unparalleled living and working experience akin to the high standards of 5-star hotels. Our team is devoted to creating an environment where residents and members feel valued and supported, while our curated events and services ensure that the lifestyle we offer is truly unparalleled. As a fast growing start up, we invite you to become a cornerstone of our team, contributing to our legacy of excellence.

Company Philosophy

At Aurum, our company philosophy is rooted in the belief that apartment living should offer more than just a place to reside—it should provide an extraordinary experience that exceeds the expectations of our customers. We are on a mission to redefine this industry by bringing the unmatched excellence of 5-star hotel hospitality to apartment living.

We are a mission-driven company and strongly believe our success lies in the commitment to our company values: Integrity, Service, Ambition, Teamwork, and Accountability. These values are the guiding principles that will define us as a company - they shape our culture, guide our behaviors, and ensure that we consistently deliver. We believe that no detail is too small when it comes to providing an unparalleled living experience, and our commitment to these values is at the heart of everything we do.

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Last updated on Feb 12, 2025