Resident Experience Manager

Cardinal Group Career•Allendale, MI

18h•Hybrid

About The Position

The Resident Experience Manager is responsible for leading reputation management, mediating resident complaints, coordinating mutual terminations, identifying resident needs during crisis management, overseeing resident insurance compliance, and organizing resident events to foster community engagement and support retention. This role also involves regular inspections of facilities, developing written communication to inform residents, and following up on work orders. Additionally, the Resident Experience Manager will manage immediate move-ins, inspections, and unit transfers, lead Entrata BUA management, maintain leasing dashboards, lead renewal campaigns, and plan the move-in experience. The role also includes supporting Entrata dashboards, processing lease paperwork, co-managing social media, and staying knowledgeable about market conditions. Seasonal or situation-specific responsibilities include assisting with vacant position coverage, legal correspondence, Fair Housing matters, crisis management, and capital project planning. The position requires flexibility, sound judgment, and cross-department collaboration.

Requirements

1+ years of experience in property management, leasing, customer service, or resident services
Strong interpersonal, conflict resolution, and customer service skills
Ability to handle crisis situations and manage sensitive conversations
Familiarity with Entrata or similar property management software
Highly organized with the ability to manage multiple priorities
Proficiency in Google Workspace and social media platforms

Responsibilities

Lead reputation management initiatives across review platforms and internal feedback channels.
Mediate and resolve resident complaints with empathy and professionalism.
Coordinate mutual terminations in accordance with company and legal standards.
Identify resident needs during crisis management efforts, collaborating with leadership and emergency services.
Oversee resident insurance compliance and follow-up efforts.
Organize and execute resident events to build community engagement and support retention.
Regularly inspect grounds, interior and resident amenities / general common areas to ensure that the facilities comply with all codes and company standards.
Develop written communication to keep customers informed of important community information to prevent resident concerns.
Work order follow up and sentiment reporting.
Manage immediate move-ins, inspections, and unit transfers.
Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.
Lead renewal campaigns and the renewal leasing process.
Plan and execute on the move-in experience.
Conduct follow up and communication with future residents to report on no-shows.
Support in managing Entrata dashboards and performance metrics.
Assist with the processing of lease paperwork, renewals, and notices to vacate.
Co-manage social media efforts to promote events and resident engagement.
Remain knowledgeable of market conditions and competitor value.
Assist with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, annual Turn, Fair Housing matters, crisis management, and capital project planning or support.
Display flexibility, sound judgment, and cross-department collaboration in evolving situations.
Provide hands-on help throughout all turn related tasks, including but not limited to moving furniture and appliances, assisting facilities team with punches, organizing high volume of resident trash and cleaning turnover units.