Reporting to the Director, Multi Family, this role is responsible for comprehensive property operations including leasing, resident experience, financial management, and operational oversight. The Leasing & Resident Experience Manager will lead strategic initiatives to optimize property performance while ensuring exceptional resident satisfaction and retention. This position requires a seasoned professional capable of managing complex operational and financial responsibilities of residential property management.

This position will champion the JLL Culture of Communication, Collaboration and Trust while performing the following duties:

Strategic Operations & Financial Management

• In collaboration with Director and other members of the property leadership team:
• Developing and managing annual operating budgets, including revenue forecasting and expense planning
• Preparing and analyzing monthly financial reports, variance analysis, and performance metrics
• Overseeing rent collection processes, delinquency management, and accounts receivable optimization
• Implementing cost control measures and identifying opportunities for operational efficiencies
• Managing vendor relationships, contract negotiations, and service provider oversight
• Ensuring compliance with all regulatory requirements and lease obligations

Marketing and Leasing Excellence

• Executing and providing input to the overall comprehensive marketing and leasing plan to achieve property KPIs
• Leading market analysis initiatives to optimize pricing strategies and competitive positioning
• Supervising and mentoring leasing staff, ensuring professional development and performance standards
• Oversight of digital marketing initiatives and maintaining brand standards across all platforms
• Building strategic partnerships with brokers, corporate clients, and community organizations
• Overseeing suite preparation timelines and move-in coordination processes

Resident Relations and Retention

• Supervising and mentoring concierge staff, ensuring professional development and performance standards
• Leading comprehensive renewal and retention programs to maximize NOI
• Developing and implementing resident engagement strategies and community programming
• Managing escalated resident concerns and conflict resolution
• Conducting resident satisfaction surveys and implementing improvement initiatives
• Overseeing resident communication strategies including newsletters and digital platforms

Operational Leadership

• Providing operational oversight and strategic direction for property performance
• Managing staffing schedules, training programs, and performance management
• Ensuring maintenance standards and building presentation meet JLL excellence standards
• Coordinating with regional teams on capital improvement projects and initiatives
• Maintaining detailed operational reporting and KPI tracking

Sound like you? To apply, you must be/have:

• 3-5 years progressive experience in residential property management, marketing, leasing or hospitality. Background in customer experience, sales or public relations an asset.
• High school diploma with relevant post-secondary education in marketing, advertising, public relations or business administration. Additional education or certification in real estate, marketing or public relations an asset.
• Relationship Skills – Excellent oral and written communication and presentation skills; ability to develop and sustain cooperative working relationships with suppliers, consultants and internal staff; ability to establish collaborative working relationships across business units; committed to building relationships with industry peers and trade associations.
• Organizational/Multi-Task Skills – Ability to allocate one’s time effectively, work under pressure and manage tight deadlines; ability to achieve quality results; Ability to handle multiple demands and competing priorities, and adapt to new ideas and constant changes; Ability to use initiative and self-managing skills to work independently with minimal direction and respond effectively to issues that arise.
• Leadership Skills – Highly motivated and driven; collaborative attitude with strong supervisory and coaching skills; ability to adapt to multiple working and learning styles; ability to inspire staff to meet goals.
• Computer Skills – Proficiency in Excel, Word, Outlook and PowerPoint required. Familiarity with social media website functionality required. Experience with Yardi or another CRM platform an asset.
• Knowledge – Advanced understanding of marketing and customer experience concepts as they relate to real estate sales and property management; ability to interpret, organize and analyze data; familiarity with applicable legislation concerning resident/landlord relations an asset.
• The Leasing & Resident Experience Manager role requires flexible working hours with weekend availability based on business needs and may include additional duties aligned with property operations and business objectives.