Community Experience Manager

Job Description

Job Description

Position Summary

The Community Experience Manager turns residency into an experience residents want to stay for. This role owns resident engagement, retention initiatives, community programming, local partnerships, reputation management, and key moments across the resident lifecycle — from welcoming a new resident to building a compelling renewal experience.

This is not simply an events position. The Community Experience Manager uses resident feedback, engagement trends, renewal activity, and day-to-day interactions to strengthen satisfaction and retention.

Resident Lifecycle & Retention

Manage key touchpoints across the lifecycle: move-in onboarding, engagement, renewal outreach, and move-out feedback.

Coordinate personalized move-in welcomes and resident introductions.

Manage the renewal program and maintain consistent communication with residents approaching renewal.

Track renewal activity, resident feedback, and retention trends.

Identify residents at risk of non-renewal and partner with the General Manager on retention strategies.

Conduct check-ins and satisfaction outreach throughout the lease term.

Community Programming

Develop a thoughtful calendar of resident events, experiences, and programming.

Create programming that reflects resident interests rather than relying solely on traditional apartment events.

Coordinate event logistics, vendors, communication, setup, attendance tracking, and follow-up.

Evaluate participation and feedback to continuously improve programming.

Develop resident ambassador or community connector initiatives that encourage organic engagement.

Resident Relations

Serve as a trusted point of contact for residents.

Respond to concerns with professionalism, empathy, urgency, and follow-through.

Coordinate service recovery with the General Manager and appropriate departments.

Follow up after significant issues to ensure concerns were fully resolved.

Identify recurring concerns and communicate trends to management.

Partnerships & Lifestyle

Build relationships with local restaurants, fitness studios, wellness providers, retailers, entertainment venues, and service businesses.

Develop resident perks, preferred partnerships, exclusive offers, and on-site experiences.

Connect residents with the surrounding neighborhood and lifestyle.

Coordinate partnership activations and cross-promotional opportunities when appropriate.

Reputation & Feedback

Monitor resident reviews and online reputation.

Coordinate timely, thoughtful responses to online reviews.

Encourage satisfied residents to share their experience.

Conduct surveys and organize feedback into actionable trends.

Track reputation scores, resident sentiment, event participation, and engagement metrics.

Qualifications

Experience in multifamily housing, hospitality, luxury residential, hotels, events, customer experience, or a related field preferred.

Exceptional interpersonal and relationship-building skills.

Naturally hospitality-minded with an ability to anticipate resident needs.

Creative thinker with strong event and project coordination skills.

Excellent written and verbal communication.

Strong organizational skills and ability to manage multiple initiatives at once.

Comfortable occasionally working evenings or weekends for resident programming, with scheduling managed in accordance with overtime requirements.