Bookings & Resident Experience Lead

Proper Living; Cape Town; In loco; ZAR 360.000 - 480.000; Tempo pieno

Descrizione del lavoro

Proper Living in Cape Town seeks an exceptional candidate to own the end-to-end resident journey—from discovery to lease, move-in, renewal and beyond. You will fix broken processes, automate repetitive work, and redesign confusing booking journeys to deliver a smoother experience for residents.

The role sits where bookings, resident experience, operations, systems and growth meet, with real responsibility in a small team. If you are curious, detail-oriented and proactive, this is for you.

Competenze

• You take responsibility for outcomes and act without needing constant direction.
• You solve problems proactively and make decisions confidently.
• You are exceptionally diligent with strong admin capabilities.

Mansioni

• Own the bookings function from applications to move-ins and renewals.
• Understand resident placement and building-person fit for communities.
• Review and improve booking journeys, processes and systems.
• Collaborate with Marketing and backend teams to drive resident growth.

Conoscenze

Energy & initiative

Problem solving

High attention to detail

Commercial awareness

Strumenti

AI tools

Descrizione del lavoro

We're looking for someone who gets people, and gets things done.

Proper Living is growing, and we're looking for someone exceptional to take ownership of one of the most important parts of our business: the people who live with us and the systems that get them there.

This isn't a traditional property role, and it's definitely not just bookings admin. You'll sit where bookings, resident experience, operations, systems and growth meet, owning the whole journey from someone first discovering Proper Living to choosing where to live, signing their lease, moving in, renewing and eventually moving on.

A huge part of this role is also making how we do things better. If a process takes ten steps and could take three, fix it. If we're doing something manually that could be automated, automate it. If our booking journey is confusing, redesign it. If information isn't being captured properly, build a better system.

We don't want someone who simply inherits our processes. We want someone who helps improve them.

What you'll own

1. Bookings

• The entire bookings function: applications, availability, placements, leases, deposits, renewals, cancellations, transfers, replacements, outstanding payments and move-ins
• Knowing at any moment what's available, what's held, what's outstanding, who needs following up and what happens next
• Setting priorities with our Bookings Assistant so nothing falls through the cracks

2. People & Placements

• We don't just fill rooms. You'll understand who we're putting where, and why
• Getting to know our residents, their friendship groups and personalities, which buildings suit which people, and the schools, universities and communities they come from
• Eventually knowing our resident base ridiculously well

3. Systems & Improvement

• Constantly reviewing our booking journey, processes, communications and systems, making them faster, smarter and harder to get wrong
• Using AI, Claude and other tools to build things, automate repetitive work and solve problems
• You don't need to be a developer. You do need to be curious, resourceful and willing to figure things out

4. Resident Experience & Growth

• Working with Marketing on building launches, our website, resident communication and events
• Feeding what you hear back into the business: what are people asking for? What aren't they booking, and why? Which buildings are in demand?
• Being close enough to the customer to spot what the rest of us might miss

Who we're looking for

• Energy, confidence and initiative. You take responsibility for an outcome rather than waiting to be told what to do next
• You see a problem and start solving it. You're comfortable making decisions and don't need someone checking over your shoulder all day
• Exceptionally diligent. There's a lot of detail in this role, so yes, you need to be good at admin. Really good
• Commercially minded, socially switched on and extremely organised
• You remember people. You follow through. And if you say you're going to do something, it gets done

The slightly unusual combination of someone who can think big and obsess over the small stuff.

Experience (we're pretty open here)

• You might have 2 to 5+ years in hospitality, property, operations, customer experience, marketing, events, a startup or something completely different
• Or you could be an absolute weapon who's recently graduated. We'll ask to see uni projects or things you've worked on, and put you through a few practical challenges to see if you've got what it takes ;)
• We're much more interested in how you think, how you communicate and what you can do than how many years you've been working

Big advantage:

Knowledge of Cape Town's student and young professional landscape. If you naturally understand the universities, schools, friendship groups and social circles our residents come from, even better.

The Opportunity

We don't want you to maintain it. We want you to make it better.

Proper Living is growing quickly, and this role will grow with it. You'll work closely with our Business Director, have a Bookings Assistant supporting the function, and collaborate with our marketing and backend teams. It's a small team, which means real responsibility, visibility and freedom to make things happen. If you're good, there's a lot of room to grow from there.