Leasing and Resident Experience Manager

Leasing and Resident Experience Manager

• San Diego, CA

Who we are:

At Sunrise, we practice resident hospitality, focusing on what matters most: Helping people feel right at home. We are people people who pride ourselves in providing our residents with a Positive Living Experience.

About the role:

The Leasing & Resident Experience Manager is responsible for leading the company’s leasing, renewal, and resident retention strategy across a multi-property portfolio. This position oversees the Roving Leasing Agent and Resident Services Professional, partners closely with Regional Managers and onsite teams, and ensures a consistent, high-quality resident experience from prospect to renewal.

The role also provides direction for front-office resident service and administrative support, including resident communication, application processing, scheduling, work order support, and portfolio coordination.

The role focuses on maximizing occupancy, increasing lease renewals, improving resident satisfaction, and reducing turnover through proactive leasing initiatives, resident engagement, responsive service, and data-driven performance management.

This role serves as a strategic resource for onsite teams and provides hands-on leasing, resident retention, and resident service support to communities experiencing a Community Manager vacancy or operating without a Community Manager position to ensure operational continuity and sustained leasing performance.

This position requires a valid driver’s license in good standing, as driving is an essential part of the role.

What you'll do:  Include but not limited to:

• Leasing Strategy & Performance
• Develop and execute portfolio-wide leasing strategies to maximize occupancy.
• Monitor leasing traffic, conversion rates, and leasing velocity.
• Analyze market conditions, pricing, concessions, and competitor activity.
• Resident Experience & Retention
• Develop and lead portfolio-wide resident retention initiatives.
• Create standardized renewal campaigns and resident communication strategies.
• Monitor renewal rates and identify opportunities to improve resident retention.
• Renewal Management
• Oversee the renewal process across all communities.
• Ensure timely renewal outreach and resident communication.
• Monitor lease expirations and renewal conversion rates.
• Community Manager Vacancy and Position Support
• Provide leasing, resident renewal, and resident service support to communities experiencing a Community Manager vacancy or operating without a Community Manager position.
• Ensure leasing and resident service activity continues without interruption by coordinating prospect and resident communications, tours, application processing, service-request follow-up, move-ins, scheduling, and administrative support as needed.
• Oversee the renewal process during Community Manager vacancies and at communities without a Community Manager position, ensuring timely resident communication and proactive renewal outreach.
• Team Leadership and Development
• Directly supervise, coach, and develop the Roving Leasing Agent and Resident Services Professional.
• Prioritize assignments and balance workloads based on occupancy needs, resident service priorities, portfolio support requirements, and staffing shortages.
• Establish role-specific performance expectations and measurable goals for leasing, resident service, administrative accuracy, responsiveness, and follow-through.
• Marketing & Leasing Operations
• Ensure property listings are accurate and optimized across all marketing platforms.
• Review marketing performance and recommend adjustments based on lead source effectiveness.
• Partner with Marketing to improve lead generation and online presence.
• Reporting and Analytics
• Monitor and analyze portfolio performance metrics, including: Occupancy
• Pre-leasing
• Lease conversion rates
• Renewal percentages
• Resident turnover
• Resident satisfaction scores
• Online reputation metrics
• Prepare and present regular portfolio performance reports to the Regional Vice President and executive leadership.
• Utilize data and trends to develop actionable recommendations and improvement strategies.
• Supervisory Responsibilities
• Directly supervise the Roving Leasing Agent and Resident Services Professional in accordance with company policies and applicable laws.
• Responsibilities include participating in interviewing and hiring; onboarding and training; planning, prioritizing, and assigning work; setting performance expectations; conducting performance reviews; providing coaching and development; monitoring service quality and administrative accuracy; and addressing complaints and concerns.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality, Property Management, or a related field preferred.
• Equivalent combination of education and relevant work experience may be considered in lieu of a degree.
• Minimum of five (5) years of progressive property management, leasing, sales, customer service, or resident experience required.
• Minimum of two (2) years of leadership or supervisory experience preferred.
• Multi-site property management experience preferred.
• Valid driver's license and reliable transportation required.
• Ability to travel regularly between assigned communities.
• Who you are: A confident, empathetic leader
• An exceptional communicator: written and verbal
• Team player
• A problem solver with sound judgement
• Curious and proactive
• Growth-oriented, detailed and well-organized
• Tech and marketing savvy
• Target and results-driven

What’s in it for you:

We believe people do their best work when they’re supported—personally, professionally, and beyond. Here’s what you can expect as part of our team:

Competitive compensation and career growth –

As our company continues to grow and expand, so do the opportunities for our team.

Comprehensive Health Benefits –

We offer medical, dental, and vision insurance to keep you and your family healthy.

Tax-Saving Benefits

– Take advantage of a Flexible Spending Account (FSA) to manage healthcare and dependent care expenses efficiently.

Peace of Mind

– Company-paid life insurance offers financial protection for you and your loved ones.

Work Model

– Strong support for a  work-life balance while keeping you connected and engaged.

Time to Recharge

– Generous paid vacation, sick leave, and holidays so you can truly unplug and come back refreshed.