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About the Role

The Resident Experience Manager will own the resident-facing aspects of a multi-year building improvement program, ensuring residents are informed, safe, and well-supported throughout the process. This role facilitates communication, manages welfare, handles complaints and compensation, and liaises with contractors, allowing Community Managers and the project team to focus on their workstreams.

Responsibilities

• Own and issue resident communications regarding the program, including standing notices, individual move notices, works-nearby notices, and Q&A materials, in coordination with Legal and PR.
• Serve as the day-to-day liaison with the move-management contractor, overseeing logistics for resident moves.
• Coordinate swing-space allocation and readiness for resident decant and recant phases.
• Administer the resident compensation process, including confirming affected residents, applying the compensation model, and processing payments.
• Manage resident welfare and accessibility needs related to the works, including addressing vulnerability flags and arranging additional support.
• Handle resident complaints and feedback regarding the works programme, identifying recurring themes and escalating issues as needed.
• Support group booking coordinators with tailored communication and coordination for group-held rooms affected by works.
• Maintain and update the central source of resident information for the programme, including portal/app content, signage, and FAQs.
• Represent resident experience considerations in project and site meetings with various internal and external teams.
• Report regularly to the Community Manager on resident sentiment, complaints, compensation, and move progress, with visibility to the Regional Operations Manager.

Requirements

• Proven experience in a resident/customer experience, community management, or similar people-facing operational role within student accommodation, build-to-rent, or hospitality.
• Experience managing multiple stakeholders, including contractors, Legal, PR, and internal community teams, in a live operational environment.
• Strong written communication skills, with the ability to draft clear, empathetic, and policy-accurate resident communications.
• Experience handling sensitive resident situations, including complaints, compensation, and vulnerable residents, with sound judgment and care.
• Highly organized with the ability to manage a rolling schedule of overlapping move phases across multiple buildings and years.
• Comfortable working with data and spreadsheets (Excel) to track compensation, occupancy, and move status.
• Calm under pressure with a solutions-focused approach to fast-changing situations.
• Working knowledge of UK tenancy matters as they relate to notice periods and temporary relocation is desirable.

Skills

• Communication
• Stakeholder Management
• Customer Experience
• Community Management
• Operational Management
• Data Management
• Problem-Solving
• Organization
• Written Communication
• Excel

Location

• Highbury

Work Type

• Full-time

Experience Level

• Mid-level

Education Level

• Degree level or equivalent experience

About the Company

• Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing.
• Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region.
• Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally.
• Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management.
• Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business.

Equal Opportunity

• Greystar will never request your banking details or other sensitive personal information during the interview process.
• Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com).
• If you receive suspicious requests, please report them immediately to AskHR@greystar.com.