Leasing & Resident Experience Manager
Jll
Managing comprehensive property operations including leasing, resident experience, financial management, and operational oversight for residential properties to optimize performance and ensure exceptional resident satisfaction and retention.
16d ago
Junior (1-3 years), Intermediate (4-7 years)
Full Time
Toronto, Ontario, Canada
Hybrid
Company Size
102,000 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Architecture
Property Development
Design
Technical Services
Sector Specialisms
Industrial
Energy
Infrastructure
Buildings
Residential
Commercial
Water Resources
Heavy Civil
Role
What you would be doing
rent collection
regulatory compliance
vendor management
property performance
kpi tracking
move coordination
- Overseeing rent collection processes, delinquency management, and accounts receivable optimization
- Ensuring maintenance standards and building presentation meet JLL excellence standards
- Leading comprehensive renewal and retention programs to maximize NOI
- Supervising and mentoring concierge staff, ensuring professional development and performance standards
- Managing vendor relationships, contract negotiations, and service provider oversight
- Ensuring compliance with all regulatory requirements and lease obligations
- Maintaining detailed operational reporting and KPI tracking
- Conducting resident satisfaction surveys and implementing improvement initiatives
- Providing operational oversight and strategic direction for property performance
- Implementing cost control measures and identifying opportunities for operational efficiencies
- Overseeing suite preparation timelines and move-in coordination processes
- Supervising and mentoring leasing staff, ensuring professional development and performance standards
- Managing escalated resident concerns and conflict resolution
- Building strategic partnerships with brokers, corporate clients, and community organizations
- Preparing and analyzing monthly financial reports, variance analysis, and performance metrics
- Overseeing resident communication strategies including newsletters and digital platforms
- Executing and providing input to the overall comprehensive marketing and leasing plan to achieve property KPIs
- Developing and implementing resident engagement strategies and community programming
- Oversight of digital marketing initiatives and maintaining brand standards across all platforms
- Leading market analysis initiatives to optimize pricing strategies and competitive positioning
- Coordinating with regional teams on capital improvement projects and initiatives
- Managing staffing schedules, training programs, and performance management
- Developing and managing annual operating budgets, including revenue forecasting and expense planning
What you bring
marketing
excel
yardi
property management
communication
leadership
- 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.
- 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.
- 3-5 years progressive experience in residential property management, marketing, leasing or hospitality. Background in customer experience, sales or public relations 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.
- 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.
- 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.
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- resident satisfaction surveys and implementing improvement initiatives
- maintaining detailed operational reporting and kpi tracking
Company
Overview
$20+ billion revenue
Annual Revenue
JLL generated over $20 billion in revenue in 2021, demonstrating strong financial performance.
- Founded over 200 years ago, JLL has become a global leader in real estate services and investment management.
- With a presence in over 80 countries, JLL offers a wide range of services, including property management, advisory, and capital markets.
- JLL manages iconic properties like the Shard in London and works with Fortune 500 companies to optimize real estate portfolios.
- The company is known for its innovative solutions in real estate technology and sustainability.
- Typical projects include large-scale urban developments, corporate relocations, and infrastructure advisory.
- JLL has pioneered the integration of data-driven insights into real estate decision-making.
- The company’s expertise spans across diverse sectors, such as residential, commercial, industrial, and infrastructure.
- Notable for its long-standing history, JLL continues to shape the global real estate landscape.
- Integrity, teamwork and ethics in all of our actions
- Respect for people, their contributions and personal growth
- Customer-driven focus with a commitment to excellence
- Commitment to sustainability and the environment
- Innovation and creativity in everything we do
- Building strong relationships and trust with our clients, partners, and communities
Net Zero 2040
Carbon Target
Aiming to achieve net zero carbon emissions by 2040 through comprehensive sustainability strategies.
50% by 2030
Emission Goal
Reducing carbon emissions from managed buildings by 50% by 2030.
10% by 2025
Water Efficiency
Aiming for a 10% reduction in water usage per square foot by 2025.
100% Renewable
Energy Source
Targeting 100% of energy from renewable sources for managed properties by 2030.
- Implementing green building certifications for managed properties, such as LEED and BREEAM
- Assisting clients in reducing their carbon footprint by optimizing building operations and energy use
40% Gender Representation
Target for Senior Leadership
Aim to achieve 40% gender representation in senior leadership roles by 2025.
35% Women in Workforce
Global Workforce Composition
Currently, women make up 35% of the global workforce, with efforts focused on increasing their presence in leadership.
- Dedicated programs for advancing women’s leadership and mentorship.
- Partnerships with external organizations to promote gender equality in real estate.
- Ongoing efforts to foster an inclusive work environment for employees of all backgrounds.