Community Manager - Build to Rent (BTR)

Position Overview

The Community Manager is the heartbeat of our 443-apartment build-to-rent community. Your mission is to transform our asset into a vibrant and inclusive neighbourhood. This role focuses on enhancing resident satisfaction, retention, and sense of belonging through strategic programming, events, and community initiatives that build genuine relationships with all residents.

Key Responsibilities

Resident Experience & Customer Excellence:

• Assuming the primary responsibility for managing the customer experience program.
• Setup and delivery of all site activations from resident events, resident perks and all resident touch points.
• Implement initiatives that will enhance resident satisfaction and retention.
• Overseeing the management of tenant facing communication platforms including website, social media and the community portal.
• Ensure that all marketing collateral and customer touch points convey the brand consistently and effectively.
• Working closely with JLL’s national Experience Team on the delivery of initiatives focussed on communication and customer engagement.

Community Activation:

• Strategic Calendar Management: Design and execute a 12-month rolling activation calendar that caters to a diverse demographic of residents.
• Event Curation: Organize a mix of weekly "micro-activations" (e.g., grab-and-go breakfasts, running clubs) and monthly "signature events" (e.g., rooftop summer parties, workshops, seasonal markets).
• Third Party Vendors: Coordinate with third-party vendors to provide onsite classes & experiences for residents such as (yoga, HIIT, mindfulness) and maintain the energy of the amenity spaces.
• Resident Perks: Work with local businesses on providing exclusive offers to Exhibition Place residents
• Shared Spaces Activation: Help residents engage and activate in all the buildings shared spaces to maximise the residents' overall experience.

Day to Day Operation:

• Assisting residents with queries in relation to facilities management services and amenities within the building.
• Being a friendly and helpful first point of contact for enquiries.
• Developing strong rapport with residents by developing genuine relationships, reacting promptly to feedback and resolving customer challenges.
• Engaging and overseeing internal and external resources to deliver functions within the scope of works.
• Driving continuous improvement through measuring performance and identifying opportunities.
• Assist with preparing reports and attending regular meetings with clients and customers as required.

Key Skills:

• Superior written and verbal communication skills
• Digital literacy – Ability to use and quickly learn digital tools and software including content management systems
• Experience in event planning and delivery
• Strong stakeholder management skills
• A high level of attention to detail

About You:

• Well-presented and well-spoken, and able to easily build a good rapport with stakeholders of all levels.
• Confident, friendly and engaging.
• Ability to adopt a one-team attitude with all members of the community, Resident Services team and partners.