Community Experience Manager (Resident Services)

amli; Woodridge (IL); On-site; USD 68,000 - 71,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Coverage

401(k) with Company Match

Generous Apartment Rent Discount

Paid Time Off - 20 days + 9 paid holyd

Tuition Reimbursement

Job summary

AMLI Residential is seeking a Community Experience Manager for two IL communities, AMLI Evanston and AMLI at Seven Bridges. You will drive resident retention, coordinate events, and enhance the resident portal experience while aligning with property leadership.

This role emphasizes customer service excellence, teamwork with Community Managers, and leveraging AMLI’s service standards. The position offers leadership in a dynamic property team, requires Saturday availability, and includes a

Qualifications

• Education: High School diploma, or GED; associate or bachelor's degree preferred.
• Experience: Leasing or property management experience is a plus.
• Skills: Leadership, sales, marketing, and customer service; proficient in Microsoft Office and Outlook; social media experience.

Responsibilities

• Lead resident experience initiatives to meet monthly renewal goals.
• Design and implement a resident retention program.
• Analyze monthly renewals and prepare renewal reports.
• Collaborate with Leasing Manager to address notices to vacate and save leases.
• Create a flawless move-in experience for residents.
• Respond to resident requests/complaints promptly in coordination with managers.
• Monitor Reputation.com surveys and ratings for overall satisfaction.
• Plan and execute resident activities and events across communities.
• Manage the resident portal to build engagement and community activities.
• Support resident-facing technology implementations at AMLI.
• Inspect property and vacant units to ensure a smooth move-in experience.
• Monitor pricing and terms by researching competition.
• Provide weekly and monthly reporting on ratings, renewals, and reviews.

Skills

Leadership

Sales

Marketing

Customer service

Microsoft Office

Outlook

Social Media

Education

High School diploma or GED

Associate degree

Bachelor's degree

Tools

Property management system

Job description

AMLI Residential has an exciting opportunity. We are looking to hire a Community Experience Manager at 2 of our apartment communities in the region: AMLI Evanston, and AMLI at Seven Bridges.

This 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 ensures 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 home.
• Assist 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?

• $68k - $71k plus year-end bonus
• Medical, Dental, & Vision Coverage
• 401(k) with Company Match
• Generous Apartment Rent Discount
• Paid Time Off - 20 days + 9 paid holidays
• Tuition Reimbursement

What We're Looking For:

• Education: High School diploma, or general education degree (GED); associate or bachelor's Degree preferred
• Experience: Leasing or property management experience is a plus
• 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, 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.