[Hiring] Manager of Resident Retention @Berkshire Group, LLC

Role Description

The Manager of Resident Retention will lead efforts to optimize lease renewals for multiple (5+) assigned communities, manage social media content for each community, and will partner with property management and other functional areas to resolve resident concerns, providing excellent customer service.

• Proactively engage with residents with upcoming lease expiration dates to negotiate and secure lease renewals.
• Execute weekly renewal messaging to residents with expiring leases.
• Draft, review, and execute all lease renewals, ensuring inclusion of required items such as updated pet record, parking charges, and renter's insurance.
• Partner with marketing team to develop and launch social media content for assigned properties.
• Serve as an active “Social Media Ambassador” for Berkshire and assigned communities.
• Monitor resident and prospect ratings and reviews on social media platforms (Apartment Ratings, Google, Yelp, etc.); identify and summarize positive and negative themes; communicate to Property Manager and leadership.
• Partner with marketing, property management, and other functional areas to develop and execute strategies to drive positive resident reviews and minimize negative feedback.
• Collaborate with onsite teams to launch resident retention programs, coordinate and host resident appreciation days and special functions as needed; gather resident feedback on events and recommend enhancements to property management and leadership.
• Actively promote Berkshire Perks Program within assigned communities.
• Assist residents via phone, email, and in person with questions and service requests in a kind, courteous, respectful manner; create and execute solutions and follow through to ensure resident satisfaction.
• Understand the Customer Satisfaction Program for both residents and prospects; assist team in achieving customer satisfaction score goals.
• Maintain awareness of the competitive advantages of assigned communities; develop knowledge of apartment homes and neighborhood, local market conditions, competitors, and trends; contribute ideas to the Property Manager for marketing property and for improving resident satisfaction.
• Contact a person of authority should any situation warrant an action or decision not included in duties and responsibilities.
• Maintain a positive, courteous, welcoming, and professional demeanor in all interactions with residents, future residents, and co-workers.
• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartment communities.
• Draft and send resident communications as needed through email, Microsoft Teams, and memos in Yardi, ensuring all communications adhere to Berkshire branding standards, are grammatically correct, and free of typographical and spelling errors.
• Routinely check email throughout the day and respond to messages from designated customer service line in a timely fashion.
• Maintain awareness of local market conditions and trends; shop competitor communities as assigned.
• Develop an understanding of Yieldstar Rent Revenue Management Systems; collaborate with revenue management team on matters related to assigned properties as needed.
• Develop an understanding of Berkshire THRIVE/ESG initiatives and collaborate with sustainability team to highlight ESG efforts as part of resident retention.
• Effectively use email campaigns to market assigned properties.
• Routinely check email, voicemail, and Microsoft Teams messages throughout the day and respond to all communications in a timely manner.
• Assist the Property Manager, Assistant Property Manager, and/or Leasing Consultants/Directors in preparation of reports, resident communications, market surveys, etc.
• Manage and communicate lease renewal and resident/prospect feedback data and metrics.
• Maintain awareness of all internet advertising/marketing campaigns affecting assigned properties; assist with corrections as needed by providing feedback to Property Manager, Leasing Director, or Leasing Coordinator.
• Understand Berkshire’s Performance Matrix and the Leasing Team’s contribution to achieving target Matrix points.
• Know budgeted occupancy/revenue, current occupancy, and the leasing goals necessary to achieve budget.
• Perform any additional duties assigned by Property Manager, Regional Manager, Regional Vice President, and Senior Vice President.
• Follow and support Berkshire’s core values of trust, honesty, integrity, respect for others, drive for excellence, and commitment; consistently model Berkshire behavioral standards.

Qualifications

• Strong communication and interpersonal skills.
• Experience in property management or customer service.
• Ability to work collaboratively with various teams.
• Knowledge of social media platforms and marketing strategies.
• Understanding of customer satisfaction metrics.

Requirements

• Proven experience in a similar role.
• Familiarity with Fair Housing laws and regulations.
• Proficient in Microsoft Office and property management software (e.g., Yardi).
• Ability to manage multiple tasks and prioritize effectively.

Benefits

• Competitive salary and performance-based bonuses.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Opportunities for professional development and growth.