Resident Experience Manager

apt.Residential; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Apt.Residential in Sydney is seeking a Resident Experience Manager to lead day-to-day resident experience across our growing Build to Rent portfolio. You will own communications, events, activations and the overall resident journey, ensuring high service standards.

Reporting to the Property Manager, you’ll collaborate with Property Management, Facilities, Leasing, Marketing and Operations to build genuine relationships, turn feedback into improvements and deliver a welcoming, connected community.

Qualifications

• Experience in resident or customer experience, community management or hospitality.
• Experience in Build to Rent or similar high-quality residential environment preferred.
• Excellent customer service and communication skills.
• Ability to manage resident concerns with empathy and professionalism.
• Strong organisational and event coordination abilities.

Responsibilities

• Take ownership of the resident experience, ensuring consistently high standards of service throughout the resident journey.
• Build trusted relationships with residents and proactively understand their needs and experiences.
• Plan and deliver engaging events and activations from concept through to execution.
• Manage resident communications, including operational updates, event promotions and notices.
• Coordinate resident feedback and follow-through with empathy and professionalism.
• Collaborate with Property, Facilities, Leasing, Marketing and Operations teams to improve resident services.
• Activate shared amenities and community spaces to encourage connection and engagement.
• Build partnerships with local businesses and service providers that add value for residents.
• Monitor and report on resident satisfaction, engagement and retention trends.

Skills

Customer experience

Relationship building

Event coordination

Communication

Stakeholder management

Education

Hospitality or property operations qualification (advantageous)

Tools

CRM systems

Event management tools

Job description

About this position

Apt.Residential is a fast-growing build-to-rent (BTR) development and investment manager shaping the future of rental living in Australia.

We create thoughtfully designed homes and connected communities that prioritise resident experience, convenience and long-term value. Our vision is to transform renting into an iconic lifestyle, redefining renting as the ultimate lifestyle investment.

We’re looking for an experienced Resident Experience Manager to lead the day-to-day resident experience and community engagement across our growing portfolio.

Reporting to the Property Manager, you’ll take ownership of resident communications, community engagement, events and activations, and the overall resident experience.

We’re looking for someone who can anticipate residents’ needs, build genuine relationships and turn feedback into meaningful improvements. Working closely with our Property Management, Facilities, Leasing, Marketing and Operations teams, you’ll help create a welcoming, connected community and deliver the Apt.Residential service standard throughout the resident journey.

What you’ll do:

• Take ownership of the resident experience, ensuring consistently high standards of service throughout the resident journey


• Build trusted relationships with residents and proactively understand their needs, expectations and experiences


• Take ownership of the resident events and community engagement program, planning and delivering engaging events and activations from concept through to execution


• Manage resident communications, including operational updates, event promotions and community notices


• Coordinate resident feedback, concerns and complaints with empathy, professionalism and appropriate follow-through


• Work with Property, Facilities, Leasing, Marketing and Operations teams to improve resident services and manage disruption


• Activate shared amenities and community spaces to encourage connection and engagement


• Build partnerships with local businesses and service providers that add value for residents


• Monitor and report on resident satisfaction, engagement, feedback, event participation and retention trends

What we’re looking for:

• Experience in resident or customer experience, community management, hospitality, property operations or a similar service-focused role


• Experience within Build to Rent, hospitality, student accommodation or another high-quality residential environment is preferred


• Exceptional customer service, relationship-building and communication skills


• Confidence managing resident concerns and sensitive or challenging situations


• Strong organisational, problem-solving and event coordination skills


• A proactive, solutions-focused approach and the ability to manage competing priorities


• Confidence working collaboratively across teams and with external service providers


• Relevant qualifications are advantageous but not essential

At Apt, we’re creating more than homes. We’re building thoughtfully designed communities that redefine what renting can be.

As our Resident Experience Manager, you’ll have the opportunity to shape the resident journey, build a genuine sense of community and make a visible difference in residents’ everyday lives.

This is your chance to:

• Take ownership of the resident experience across a growing Build to Rent portfolio


• Create engaging events and initiatives that build a genuine sense of community


• Shape and improve the resident journey as our business continues to grow


• Build a long-term career in one of Australia’s most exciting residential sectors