BTR Resident Experience Manager

The role:
A leading property company is seeking a Resident Experience Manager to work on-site on a large Build-to-Rent development in Manchester.

The Resident Experience Manager will drive brand awareness, digital performance, resident retention, leasing performance and operational excellence.

This person will take ownership of initiatives that strengthen resident experience, build community and support performance.

Responsibilities:

• Support the Resident Services Associates with general front of house operations including welcoming Residents, Visitors & Prospects.
• Deliver a warm, professional and consistent experience.
• Handle resident queries, maintenance requests and complaints promptly and professionally.
• Lead resident surveys and feedback, analyse findings and drive improvements with support from the General Manager.
• Where required, support move-in and move-out processes including inspections, home inductions for new residents, and legal documentation.
• Support the Assistant General Manager with deposit co-ordination, returns and disputes, ensuring compliance with TDS guidelines and a positive resident checkout experience.
• Working closely with the Leasing Manager, act as on-site marketing lead ensuring consistent, high-quality brand representation across all digital, social and physical touchpoints.
• Support with ad hoc external campaigns across social media platforms, portals and website as and when required.
• Own and manage organic social media channels including content planning, posting schedules, tone of voice and community engagement.
• Create and curate high-quality content showcasing the building, lifestyle and resident experience.
• Review prospect feedback, identify trends and implement insights to improve the resident experience and strengthen the community.
• Support in-person and virtual viewings for prospective residents.
• Provide structured monthly reporting on community performance, events and resident engagement.
• Lead partnerships and collaborations, ensuring third parties align with company values and performance is managed through regular meetings and feedback.
• Conduct regular walkthroughs to ensure communal areas are clean, safe and well-presented.
• Report maintenance issues promptly.

About you:

• Experience organising and managing site events.
• Previous experience working in a customer service, resident services or front of house role within BTR, PBSA or hospitality.
• Strong passion for customer service.
• Positive, hands-on approach.

If you’re interested in this Resident Experience Manager position and you possess the required skill set, then apply now. Should you have any further questions, contact Martha Kiernan at Collins Property Recruitment.

Should this role not be for you, but you would like to refer a friend or colleague to us, we'll happily give you £300 worth of vouchers if we successfully place them!