Manager - Resident Retention

Residential Homes for Rent LLC•Tampa, FL

About The Position

The Resident Retention Manager leads and optimizes lease renewals and resident retention across Second Avenue. The role oversees retention and lease administration processes, audits for accuracy, and manages escalations. It also sets goals, mentors team members, coordinates with other departments, and manages team scheduling and performance reporting. The manager contributes to business strategy and works with software development on process improvements, using effective decision-making, negotiation, and adaptability to improve operational efficiency. The position leads the end-to-end lease renewal process and the team responsible for renewals, while ensuring a consistent, efficient, and customer-focused experience. It also manages the renter’s insurance program and ensures policies remain current and meet company requirements.

Requirements

At least 5 years of experience in residential property management, including significant experience in leadership and strategic management roles.
Associate’s degree required.
Experience setting long-term goals, identifying key initiatives, and allocating resources effectively.
Experience leading organizational change initiatives, including process improvements, technology implementations, and structural transformations.
Proven track record in operational excellence, process optimization, and performance improvement.
Ability to develop and execute strategic plans to achieve departmental and organizational objectives.
Ability to foster adaptability and resilience during change.
Strong stakeholder engagement and relationship-building skills, including collaboration with internal and external partners and vendors.
Exceptional verbal and written communication skills.
Strong understanding of property management principles and resident retention processes.

Nice To Haves

Higher degree preferred.

Responsibilities

Develop and execute plans to improve resident retention and minimize turnover.
Lead, mentor, coach, and evaluate Retention Specialists, fostering accountability, teamwork, and continuous improvement.
Collaborate with cross-functional teams to identify and implement lease renewal process improvements.
Use data analytics to monitor key performance indicators and prepare reports and presentations with insights and recommendations for senior management.
Develop and deliver training programs for the retention team.
Monitor industry trends and best practices to evolve retention strategies and improve the renewal process.
Lead the end-to-end lease renewal process and ensure rental agreements are renewed efficiently and on time.
Set renewals team targets and KPIs and implement strategies to achieve them.
Help develop and implement renewal policies and procedures to support consistency and efficiency.
Resolve issues and disputes arising during the renewal process.
Ensure lease renewals comply with applicable laws, regulations, and company policies.
Serve as a key contact for residents, the renewals team, and other departments, supporting clear communication and excellent customer service.
Manage the renter’s insurance program and ensure policies are current and comply with Second Avenue requirements.
Perform other duties as assigned.