Leasing & Resident Experience Manager (Contract role)

Leasing & Resident Experience Manager

Hazelview Properties

About the Role

As a Leasing and Resident Experience Manager, you drive occupancy and retention through expert leasing, resident engagement, and service excellence—while championing Hazelview’s brand values and operational performance goals.

Key Responsibilities

Leasing & Marketing

• Manage all leasing activities, including tours, screening, offers, renewals, and notices.
• Conduct personalized property tours showcasing unique features, amenities, and the Story Brand experience.
• Respond promptly to inquiries via phone, email, and in‑person interactions, providing best‑in‑class customer service.
• Prepare, review, and process leases and renewals accurately, ensuring terms reflect agreements.
• Track market rents, concessions, and competitor activity; support in market surveys and pricing recommendations.
• Achieve and maintain sales and occupancy targets within assigned properties.
• Collaborate with the Sales and Marketing teams to provide input on leasing campaigns, promotional strategies, and resident engagement initiatives that support occupancy goals.
• Align leasing activities with absorption targets and marketing strategies in coordination with Development and Marketing teams to support timely lease‑up and occupancy goals.
• Provide weekly absorption reporting to Development and Investments teams, highlighting leasing performance, traffic trends, and conversion metrics.

Resident & Community Experience

• Provide attentive, personalized service tailored to the unique needs and preferences of each resident.
• Anticipate and proactively address resident inquiries and concerns, ensuring timely and thorough resolution.
• Communicate with new residents in advance of move‑in; follow up within 2 days to ensure satisfaction.
• Conduct regular site inspections to maintain property standards and align with Story Brand quality.
• Support the planning and execution of resident engagement initiatives and community events.
• Offer concierge‑style support by connecting residents with local services, amenities, and events.

Operations & Reporting

• Maintain accurate records of leads, tours, and leases; update rent rolls and leasing KPIs for reporting.
• Attend weekly leasing and revenue meetings; provide updates on performance and trends.
• Collaborate with property operations and maintenance teams to ensure suite readiness and service excellence.
• Ensure brand consistency in all resident communications, marketing materials, and community touchpoints.
• Collaborate with the Development team during turnover, commissioning, and early occupancy phases to ensure seamless handover, operational readiness, and resident satisfaction.

Leadership & Team Management

• Set clear leasing and resident experience goals aligned with property performance targets and organizational priorities.
• Provide day‑to‑day leadership and guidance to leasing and concierge team members, fostering a culture of accountability, service excellence, and continuous improvement.
• Conduct regular performance check‑ins, coaching sessions, and feedback reviews to support individual development and team success.
• Coordinate training and onboarding for new team members, ensuring alignment with Hazelview’s standards and operational procedures.
• Monitor team productivity and customer service quality, identifying opportunities for process optimisation and skill enhancement.
• Champion cross‑functional collaboration with Property Management, Marketing, and Development teams to ensure cohesive execution of leasing and resident experience strategies.

Qualifications & Experience

• Post‑secondary degree/diploma in business, hospitality, real estate, or a related field, or equivalent experience.
• 3+ years’ experience in leasing, hospitality, or customer experience roles, including team leadership or oversight—luxury real estate experience preferred.
• Exceptional communication, interpersonal, and customer service skills.
• Highly organized with strong time management and attention to detail.
• Self‑motivated, with a “no task is too big or too small” attitude.
• Demonstrated integrity, professionalism, and discretion.
• Ability to work flexible hours, including evenings and weekends.
• Proficiency with Microsoft Office Suite; experience with Yardi or similar software an asset.
• Multilingual skills considered an asset.
• Actively championing diversity, equity and inclusion to create an environment of belonging.
• Flexibility and adaptability as responsibilities evolve from supporting new‑build asset launches to mana