Job Description

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 optimization 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 managing stabilized operations, with shifting priorities across development, occupancy, and long-term performance.

ABOUT THE COMPANY:

We create value for people and places

At Hazelview Properties, we take great pride in creating rental communities that people are proud to call home. For over 25 years, residents in >200 buildings across Canada have trusted us to deliver thoughtfully designed, well-maintained, and welcoming places to live--places that go beyond housing to offer real value and a true sense of belonging.



Our portfolio includes both purpose-built rental communities and revitalized vintage buildings, each designed to meet the needs of today's renters with modern amenities, sustainable features, and prime locations. Backed by responsive, responsible property management, we deliver an experience rooted in care, quality, and community.



We're more than just property managers--we're community builders. From resident-focused programming to initiatives that support well-being and resilience, our commitment is to create spaces that feel like home and inspire pride in place.



Our Core Values:


Trust Ambition Collaboration Ownership Mindset Having Fun

Hazelview Property Services Inc. is an inclusive and equal opportunity employer.

If you require an accommodation to participate in any aspect of the recruitment process or to perform essential job functions, please let us know. We will work with you to accommodate your needs and in accordance with all applicable legislation. Information related to accommodation requirements will be addressed confidentially.


Our vision for sustainability is to foster happy, healthy, thriving communities where we operate. To learn more, please visit the following link: https://www.hazelviewproperties.com/about/sustainability