Community Experience Manager

GAIA is currently seeking a Community Experience Manager to work with Senior Management to lay out the actionable plans to deliver a positive, valuable, differentiated customer experience. This role will lead all associates onsite in the development and implementation of strategic resident services/retention programs to achieve the properties’ occupancy and revenue goals. Responsibilities include:

The Resident Ambassador

• Research/develop new resident amenities, and activities programs that can help add value to your community and drive incremental revenue
• Represent the GAIA brand by embodying our mission, vision, and values – and infusing them into resident programs and relations
• Manage resident communication initiatives, effectively identifying and sharing meaningful information
• Promotes resident satisfaction and retention by responding to complaints, questions, and requests in a timely manner, and taking appropriate action to resolve and address service issues.
• Ensures the property’s maintenance team members comply with the Company’s standards with respect to responding and completing resident service requests.
• Plan and execute community, occupier & social value engagement initiatives.
• Carry out property quality assurance checks at the property (inside and outside) as specified by the Company

The Data Driver

• Keep your finger on the pulse of resident satisfaction levels to make sure we are delivering everything our residents expect
• Update and monitor performance management dashboards that measure renewal rates, resident satisfaction, move-ins/move-outs, traffic activity, closing ratios, application statuses, and other key community metrics
• Promote property through marketing initiatives, create a social media content planner and maintain social media presence at property/corporate level
• Research and help establish programs for each phase of the resident lifecycle — from lease signing to renewal
• Maintain a database of proven best practices for resident experience programs

The Team Player

• Guide your team in the creation of meaningful resident experience programs by creating tactical plans and evaluating community performance
• Inspire your community colleagues to continually strengthen resident event strategies
• Partner with teams from other communities to deepen the company’s relationship with residents and achieve resident retention goals
• Serve as a go-to resource for community teams and portfolio leadership
• Lead by example and inspire wider onsite teams

The Impact You Can Make

• Your team is ground zero for great ideas that spread to our other communities in the region.
• Colleagues seek your advice on how to best deploy project/program management technology to enhance their operational performance.
• Increase client, customer, guest, and service partner loyalty and achieve highest satisfaction ratings

Qualifications:

• Bachelor’s degree in marketing/Communications and/or Real Estate
• Minimum of 5 years of agency or in-house marketing, communications, and PR experience in relevant industry, hospitality preferred
• Extensive and growing knowledge of the real estate market and competitive landscape
• Exceptional command of the English language (verbal and written)
• Confident communicator with strong analytical and project/budget management skills
• Advanced computer literacy, including a strong proficiency of Microsoft Office, and knowledge of branding and design principles
• Self-motivated with a positive attitude, and ability to work collaboratively as part of a dynamic, high-performing team, and adapt well under pressure
• Excellent written and verbal communication skills
• Strong social media skills, including Facebook, Instagram, Twitter, etc., as well as website design and ability to write web content
• Strong organizational and multi-tasking skills
• Ability to communicate and converse with specific target audiences
• Capability of working independently, taking initiative, and being part of a team working collaboratively