Job Description

JLL supports the Whole You, personally and professionally.



Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology to our clients. We are committed to hiring the best, most talented people in our industry; and we support them through professional growth, flexibility, and personalized benefits to manage life in and outside of work. Whether you've got deep experience in commercial real estate, skilled trades, and technology, or you're looking to apply your relevant experience to a new industry, we empower you to shape a brighter way forward so you can thrive professionally and personally.



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.

If this job description resonates with you, we encourage you to apply even if you don't meet all of the requirements below. We're interested in getting to know you and what you bring to the table!



Personalized benefits that support personal well-being and growth:



JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.



About JLL -



We're JLL--a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That's why we're committed to our purpose to shape the future of real estate for a better world. We're using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.



Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we're honored to be recognized with awards for our success by organizations both globally and locally.



Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we're headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.