Manager, Leasing and Performance
About The Position
The Manager, Leasing & Performance serves as the portfolio’s subject‑matter expert in leasing operations, CRM performance, customer satisfaction, and reputation management. This influential role sets performance standards, evaluates execution, and partners closely with site, regional, and corporate teams to maximize traffic quality, conversion rates, follow-up discipline, and resident sentiment. This position also leads the organization’s leasing and marketing training strategy—designing programs, certifying peer trainers, and ensuring teams have the tools and knowledge needed to consistently deliver an exceptional customer experience.
Requirements
- Bachelor’s degree OR equivalent professional experience.
- Minimum 5 years of on-site property management experience as a Leasing Consultant, Assistant Manager, or Property Manager.
- Strong proficiency in property management software, CRM systems, and Microsoft Office (Word, Excel, Outlook).
- Exceptional communication, coaching, and presentation abilities.
- Strong analytical and problem‑solving skills.
- Ability to work both independently and collaboratively.
- Expertise in customer experience, follow-up best practices, and sales coaching.
- Professional presence with strong attention to detail.
- Knowledge of OSHA laws and willingness to complete required training.
Responsibilities
- Establish portfolio‑wide leasing performance standards.
- Audit execution of leasing processes and provide coaching to site teams.
- Analyze traffic quality, conversions, follow‑up compliance, and overall performance metrics.
- Manage Shopping Reports, Customer Satisfaction Scores, and Online Reputation Scores (e.g., J Turner ORA).
- Publish performance scorecards and lead monthly performance reviews with leadership.
- Serve as the functional owner for CRM performance, adoption, and data integrity.
- Monitor lead management, response times, follow‑up cadences, and pipeline hygiene.
- Build and maintain dashboards to track CRM metrics, agent productivity, and Marketing IQ performance.
- Partner with Marketing and Revenue Management to evaluate channel performance and recommend enhancements to drive qualified traffic and cost efficiency.
- Oversee analysis of Marketing IQ cost/performance data.
- Design, implement, and oversee training programs for leasing, marketing, and operations.
- Lead the peer training program: certify trainers, standardize materials, and maintain a training calendar.
- Facilitate onboarding and ongoing education for all Residential Property Management teams.
- Collaborate with HR, Marketing, Risk, and outsourced training vendors to ensure alignment and compliance.
- Ensure adherence to Fair Housing, ADA, FCRA, and company policies.
- Identify compliance gaps and escalate issues appropriately.
- Partner with Systems/IT and Marketing to pilot new tools and drive ongoing improvement.
- Perform additional tasks to support company goals as needed.
Benefits
- Medical/Dental/Vision insurance (PPO)
- Participation in the company 401(k) plan with a company match
- Vacation Time, Nine Paid Holidays, Three floating holidays per year
- Sick time
- Tuition reimbursement opportunity
- Company-paid life insurance equaling your annual base salary
- Company-paid short-term and long-term disability
- Paid Parental Leave
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
