Connectivity - Resident Communications Manager
About The Position
The Resident Communications Manager is the operational and tactical leader for Conservice Connectivity Solution’s resident communications function. The role oversees the technical and content production of connectivity amenity customer journeys for Multifamily (MDU) and Single-Family Residences (SFR) residents. As the internal subject matter expert on resident communication journeys, the manager translates complex property network setups into simple onboarding experiences designed to drive resident enrollment. The position owns team structure and platform hygiene across Contentful CMS, Engage marketing automation, Marq/Canva bulk flyer tools, and Baton/ClickUp workflow management. It also defines cross-functional service-level boundaries with Implementations, PMO, and Account Management, and directly manages and develops the communications specialists.
Requirements
- 5–7 years of experience in B2C lifecycle communications, email campaign architecture, or marketing operations.
- At least 2 years of direct experience managing reports.
- Demonstrated ability and willingness to perform hands-on platform builds and copywriting while driving team strategy.
- Strong track record of navigating cross-functional ambiguity, managing stakeholder expectations, and following escalation protocols.
- Demonstrated experience using AI copywriting or workflow tools responsibly to scale output while ensuring QA standards.
- Hands-on proficiency with CMS platforms, email marketing automation, and design tools.
- Experience establishing intake workflows and automations in modern project management systems.
Nice To Haves
- Prior exposure to proptech, telecom, bulk internet services, or resident engagement platforms.
Responsibilities
- Define and enforce department intake rules, service-level agreements, request protocols, and escalation paths.
- Partner with Resident Support and Product to audit and update resident-facing FAQs, landing pages, and automated communication flows to improve self-service resolution.
- Design, build, and manage templated and custom email journeys.
- Lead due diligence, evaluation, and rollout for key platforms.
- Implement UTM link tracking, QR-code attribution, and enrollment-conversion reporting to measure results.
- Coach, manage, and evaluate 2–3 offshore Resident Communications Specialists through weekly one-on-ones, workload distribution, and technical skill development.
- Create documentation, standard operating procedures, and internal knowledge bases for landing-page builds, custom email copywriting, and campaign logic.
- Establish QA checklists and template standards, and review campaign assets before deployment for accuracy across copy, merge tags, property details, and provider information.
- Map and optimize end-to-end resident communication flows to reduce onboarding friction, improve self-service adoption, and drive enrollment.
- Draft, edit, and optimize resident email sequences, landing pages, FAQs, and move-in/move-out guides.
- Administer Contentful, including merge tags, property profiles, and provider themes; configure Engage campaigns, timed deliveries, event triggers, and audience segmentation.
- Manage bulk-flyer automation workflows, maximize platform capabilities, and execute API-driven design templates.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
