Property Management Recruitment (PMR) are seeking a Senior Lettings and Community Manager to drive revenue through maximizing occupancy at a brand-new, luxury coliving scheme in Surrey. A pivotal role in the success of this new development through assisting in the creation of an onsite community while delivering first class customer service.
Key Responsibilities:
- Launch and deliver a dynamic marketing and lettings strategy using the appropriate branding, that achieves both occupancy and revenue targets.
- Monitor the key sales metrics indicators within the cycle, spotting and acting upon trends, concerns and opportunities.
- Understand and forecast future end-of-tenancy dates to identify opportunities to re-let quickly, efficiently and minimise void periods.
- Negotiate tenancy renewals in accordance with targets and serve statutory documents such as (but not limited to) Section 8 and Section 21 notices when needed.
- Highlight opportunities to drive revenue and communicate required changes to the relevant teams and clients.
- Ensure Affordable Housing Units are let in line with planning consent and understand the different marketing requirements for these units.
- Completion of competitor analysis and have an awareness of the wider marketplace.
- Lead the Community and Lettings team to conduct viewings to prospective residents.
- Ensure enquiries are recorded and responded to in a timely manner and utilise property management software to record transactions.
- Ensure rents are collected in a timely manner and manage the arrears process when required.
- Review, develop and feedback on the customer sales journey to internal teams; to include the show flat, online and in person viewings, marketing opportunities, customer experience and reviews.
- Ensure compliance with all council licences that may be in place including (but not limited to) HMO licences, selective licences & community initiatives. Work in conjunction with the council to ensure that council tax procedures are adhered to and the relevant information is provided.
- Support new members of the team and champion their development through training, guidance and mentorship.
- Ensure that all training for the team remains up to date and ensure that any new industry or legislative changes within the industry are rolled out.
- Drive retention within the team and ensure that they are meeting their set targets and KPIs.
- Work with the team to ensure all enquiries are logged and all sales processes and policies are followed.
- Create ways to engage the team in achieving their targets and ensure enthusiasm, especially during key sales periods.
- Deliver best-in-class service to ensure resident satisfaction and retention.
- Co-ordinate and implement a compelling programme of events for the residents in line with the brand.
- Maintain systems with up-to-date customer feedback and personal preferences.
- Review results of annual customer satisfaction survey and develop an action plan to produce year on year improvements.
- Connect with local charities and encourage residents to get involved and volunteer periodically.
- Establish and continually review customer proposition via offers, partnerships for residents etc.
- Promote community engagement amongst residents and bring residents with similar interests, backgrounds or connections together.
- Build and maintain the reputation of the building within the local community.
Skills, Knowledge & Experience:
- Previous sales experience in the property sector is essential
- Must be performance and KPI driven with a real sense of ownership for the sales performance of the scheme.
- Experience of working in either the co-living, PBSA, residential or hotel sector.
- Strong analytical and quantitative skills with good experience of managing budgets and writing detailed reports.
- Proven track record within sales conversion metrics.
- Intermediate to advanced use of Microsoft Office Suite, including Word, Excel and Outlook.
- Experience of designing and implementing an events programme for residents.
- Conscientious with strong attention to detail.
- Able to motivate, inspire and engage teams.
- Excellent verbal and written communication skills.
- Self-motivated with the ability to multi-task.
- A positive, can-do attitude with a desire to achieve outstanding results.
- Ability to plan and prioritise.
- Proactive nature and ability to work on own initiative or within a team.
- Excellent interpersonal skills with ability to build rapport with team, investors, and colleagues in other functions.
- Willing to be flexible and respond to changing circumstances.