Community Experience Manager (Resident Services)

AMLI Residential; Miami (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Tuition reimbursement

Employee discount

Job summary

AMLI Residential is seeking a Community Experience Manager to lead resident experience initiatives across three Miami-area communities. You will drive renewal goals, design retention programs, and coordinate with property teams to ensure a seamless move-in experience and high resident satisfaction.

The role requires English/Spanish bilingualism, strong leadership and customer service, and the ability to analyze renewals and manage events and resident communications across sites.

Qualifications

• Minimum 2 years of leasing or property management experience preferred.
• Bilingual in English and Spanish is required.
• Strong leadership, sales, marketing, and customer service abilities.

Responsibilities

• Lead the resident experience initiatives to meet renewal goals.
• Design and implement a resident retention program (newsletter, social, events).
• Analyze monthly renewals and update renewal reports.
• Coordinate with Leasing Manager to follow up on notices to vacate.
• Create a smooth move-in experience and respond to resident requests promptly.
• Manage Reputation.com surveys and overall resident satisfaction metrics.
• Plan and execute resident activities across communities; engage residents.
• Oversee the resident portal to build community engagement and clubs.

Skills

Bilingual English/Spanish

Leadership

Customer service

Marketing awareness

MS Office

Social media

Education

High School diploma

Tools

CRM software

MS Outlook

Job description

AMLI Residential has an exciting new opportunity in Florida! We are looking to hire a Community Experience Manager at 3 of our apartment communities in the region: AMLI Midtown Miami, AMLI Midtown 29, and AMLI 8800.This newly created role will be responsible for assisting teams in developing, implementing, and maintaining an effective Resident Retention program and ensuring the efficient operation of the property under the direction of the Area Vice President and in coordination with the Community Managers. The Community Experience Manager will also ensure resident satisfaction and a strong community reputation, resident services, activities, and effective problem resolution.ESSENTIAL FUNCTIONS MAY INCLUDE AS COORDINATED WITH THE COMMUNITY MANAGER(S):Be integral to the renewal process as the leader of the resident experience initiatives at your property; ensure monthly renewal goals are achieved:Assist the Community Manager(s) in designing and implementing a resident retention program, i.e., newsletter, social media/networking, resident referral program and/or social activities.Assist in analysis of monthly renewals, update monthly renewal reports and other administrative reporting requirements (may be assigned to another position, depending on property).In coordination with the Leasing Manager, review notices to vacate and ensure follows up with residents take place in an attempt to save leases.Assist teams in creating a flawless move-in experience to ensure the residents feel they made the right choice in picking AMLI as their homeAssist teams in responding to resident requests/complaints in a timely, efficient, and courteous manner in coordination with the Manager and Resident Services Group. This includes helping residents and prospects before, during and after leasing an apartment, utilizing AMLI’s 10 Service Standards. May supervise problems handled by on-site associates.Assist in analyzing, assessing, and follow-up to Reputation.com Surveys and Ratings & Reviews for overall customer satisfaction.Take the lead in planning, organizing, and implementing resident activities and events, in some cases at multiple communities, and participate in Regional AMLI Famli community outreach/volunteer activities.Act as the primary person managing the resident portal in efforts to build community engagement-post events, initiate clubs, monitor boards, etc.Assist in the implementation of resident-facing technology that impacts AMLI's national resident experience initiatives.Show apartments to possible ‘Transfer on Site’ situations.Proactive inspections and monitoring of property to identify potential risks or resident concerns. Report to the Service Manager and/or Community Manager(s) any unusual circumstances regarding the residents or the property.Inspect property & vacant units as necessary to ensure a flawless move-in experience.Shop competition regularly and have knowledge of publicly available information regarding their pricing, policies, lease terms, rental criteria, resident programming etc. (May be assigned to another position, depending on property).Weekly and Monthly Reporting on statistics related to Ratings & Reviews, Renewals, Reputation.com, Resident Relations.Why Join AMLI?We believe in supporting our employees with competitive compensation and benefits. Benefits of Working with AMLI Residential Hourly pay + year-end bonus Medical, Dental, & Vision Coverage 401(k) with Company Match Generous Apartment Rent Discount Paid Time Off & Holiday Pay Tuition ReimbursementWhat We’re Looking For: English-Spanish Bilingual is required. Education: High School diploma, or general education degree (GED); associate or bachelor’s Degree preferred Experience: Minimum 2 years of leasing or property management experience preferred. Skills: Strong leadership, sales, marketing, and customer service abilities. Proficient in Microsoft Office and Outlook, and AMLI’s property management operating system. Experience with Social Media platforms; Facebook, twitter, Pinterest preferred.Ability to make and implement decisions under conditions of risk and or uncertainty. Must be able to work independently and demonstrate good business judgment in a variety of situations.Required to be available on Saturdays as needed.AMLI is a recognized leader in sustainable, LEED & ENERGY STAR-certified luxury apartment communities. We foster innovation, value employee contributions, and create an exciting workplace.AMLI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.The Company may utilize artificial intelligence, as permitted by law, in its recruitment, hiring, promotion, discipline, discharge, or other employment-related activities. Any artificial intelligence used will not have the effect of subjecting employees to discrimination on the basis of any protected class under federal, state, or local law, nor will the artificial intelligence use zip code data as a proxy for protected class information.Benefits:* 401(k)* 401(k) matching* Dental insurance* Employee assistance program* Employee discount* Flexible spending account* Health insurance* Health savings account* Life insurance* Paid time off* Parental leave* Referral program* Tuition reimbursement* Vision insuranceWork Location: In person