Manager - Resident Retention

Second Avenue is the premier platform for enabling institutions to deploy meaningful capital into single-deed residential assets (SFR) while retaining control and valuable lines of sight into their investments over time. Second Avenues proprietary technology and exclusive relationships have allowed it to bring scale to scattered single-family investment homes, a strategy that was previously untenable as an institutional asset class. The Company provides all aspects of sourcing, acquisition, and property management services for its clients.

We offer a positive culture and professional work environment. Please visit our website for additional background on our business platform

Job Summary

The Resident Retention Manager is responsible for leading and optimizing all lease renewal and resident retention efforts across Second Avenue. This fast-paced, process-focused position requires adept leadership skills to guide the team effectively in addressing challenges and maintaining a high operational tempo. Responsibilities include overseeing the retention and lease administration processes, conducting audits to ensure accuracy, and managing escalations for efficient resolution.

This strategic leader will set and achieve goals, mentor team members, and collaborate with various departments to enhance operational efficiencies. The Manager Resident Retention will train and oversee a skilled team, managing scheduling and performance metrics reporting. Additionally, the role involves performance management, strategic contribution to business goals, and liaison with software development for process improvements, emphasizing quick decision-making, negotiation, and adaptability to optimize operational efficiency and overall success.

Duties and Responsibilities

• Develop and execute strategic plans to optimize resident retention rates and minimize turnover.
• Provide visionary leadership to the retention team, inspiring them to achieve excellence in their roles.
• Manage, mentor, and coach a team of Retention Specialists, fostering a culture of accountability, teamwork, and continuous improvement.
• Conduct regular performance evaluations and provide constructive feedback to team members to support their professional growth and development.
• Collaborate with cross-functional teams to identify opportunities for process improvements in the lease renewal process.
• Implement best practices and innovative strategies to streamline workflows and enhance efficiency in resident retention efforts.
• Utilize data analytics tools to track and analyze key performance indicators (KPIs) related to resident retention.
• Prepare comprehensive reports and presentations for senior management, providing insights and recommendations for improving retention strategies.
• Develop and deliver training programs for the retention team, equipping them with the knowledge and skills needed to excel in their roles.
• Stay informed on industry trends and best practices to continuously evolve retention strategies, improve the renewal process and increase resident retention rates.
• Lead the end-to-end process of lease renewals, ensuring timely and efficient renewals of all rental agreements.
• Monitor the performance of the renewals team, setting targets and KPIs, and implementing strategies to meet these goals.
• Assist in the development and implementation of policies and procedures for the renewal process to ensure consistency and efficiency.
• Address and resolve any issues or disputes that arise during the renewal process professionally and effectively.
• Ensure all lease renewals comply with relevant laws, regulations, and company policies.
• Act as a key point of contact for residents, the renewals team, and other departments within the company, ensuring clear and effective communication.
• Ensure the team provides excellent customer service throughout the renewal process, enhancing resident satisfaction and retention.
• Manage the renters insurance program to ensure all policies are current and comply with Second Avenue requirements.
• Perform other duties as assigned.

Qualifications and Experience

• Experience in setting long-term goals, identifying key initiatives, and allocating resources effectively.
• Experience in leading and managing organizational change initiatives, including process improvements, technology implementations, and structural transformations.
• Proven track record of driving operational excellence, process optimization, and performance improvement initiatives.
• Minimum of 5 years of experience in residential property management, with significant experience in leadership and strategic management roles.

Education

• Associates Degree required . H igher degree preferred.

Job Competencies

• Ability to develop and execute strategic plans to achieve departmental and organizational objectives.
• Skill in fostering a culture of adaptability and resilience to navigate changes successfully.
• Strong stakeholder engagement and relationship-building skills, with the ability to collaborate effectively with internal and external partners and vendors.
• Exceptional verbal and written communication skills, with the ability to articulate complex ideas and concepts clearly and persuasively.
• Strong understanding of property management principles and resident retention processes.

Benefits

• Medical, Dental and Vision Insurance, Employer Paid Short-Term/Long-Term Disability and Life AD&D Insurance, 401k, PTO, and Paid Holidays.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. Other duties may be assigned.

Second Avenue is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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