Resident Experience Leader

IRT Australia; Nowra; On-site; AUD 85,000 - 105,000; Full time

Benefits offered by this job

Competitive pay

Appreciation leave

Career development

Career pathways

Gym discounts

EAP & wellness

Job summary

IRT Australia is seeking a Resident Relationship Manager to support four Shoalhaven retirement villages, including Greenwell Gardens, Culburra Place, Basin Shores and Sarah Claydon.

You will be a trusted contact for residents, manage communications, onboarding, contracts, and contribute to improving resident wellbeing and village life.

This full-time role involves travel between sites, options for development, and a supportive not-for-profit environment with competitive pay.

Qualifications

• Qualifications in Retirement Village Management, Frontline Management, or Hospitality.
• Proven sales, customer service, or compliance experience.
• Ability to lead a small team and build relationships.

Responsibilities

• Act as the key point of contact for residents and conduct wellness check-ins.
• Coordinate village communications, events, and activities.
• Manage tours, onboarding, and contract support for new residents.
• Promote occupancy by managing referrals and showcasing village lifestyle.
• Maintain accurate resident records using CRM tools (e.g., Salesforce).
• Oversee maintenance requests, contractor coordination, and service delivery.
• Assist with budget management, tenancy processes, and sales targets with internal teams.
• Foster positive relationships across IRT teams, including Home Care and Care services.
• Help resolve resident concerns and promote community harmony.
• Identify opportunities to improve the resident experience and village life.
• Provide operational support to the Area Manager and assist with other duties as needed.

Skills

Relationship management

Sales experience

Customer service

Compliance awareness

Team leadership

Communication skills

Organisational skills

Education

Retirement Village Management qualification

Tools

CRM tools (Salesforce)

Job description

IRT Australia is seeking a Resident Relationship Manager to support four Shoalhaven retirement villages, including Greenwell Gardens, Culburra Place, Basin Shores and Sarah Claydon.

You will be a trusted contact for residents, manage communications, onboarding, contracts, and contribute to improving resident wellbeing and village life.

This full-time role involves travel between sites, options for development, and a supportive not-for-profit environment with competitive pay.