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Community Manager

4 months ago

Walnut Creek, United States Mill Creek Residential Full time

The Community Manager drives financial performance, operational and leasing excellence, and delivers outstanding customer service at one or more communities. Provides leadership and management for the community operations and maintenance teams. This position is responsible for setting performance standards and coaching, developing, and empowering associates towards achievement of desired business outcome.

Essential Functions/Responsibilities

**Financial Performance**
- Manage financial aspects of operations for the assigned community (or communities) that contribute to the business goals.
- Develop, implement, and monitor programs to maximize revenue, maintain expense control, and increase value
- Oversee pricing and occupancy strategies
- Assist in preparation of community budget
- Provide thorough and strategic monthly reforecast, monthly operating report, and executive summary of operations
- Review and approve, or submit for approval, all contracts within the limits defined by MCR budget authority levels
- Anticipate and communicate significant departures from the budget immediately and in accordance with the company policy and standards
- Partner with community Service Manager to review and recommend capital improvements and capital programs for expense reduction
- Address and complete all other duties as assigned

**Sales and Marketing**
- Oversee sales, lease renewals, move-in and move-out process
- Oversee administration and completion of the resident renewal program, move-in and move out process
- Maintain accurate and in-depth knowledge of community inventory, pricing and availability as well as general knowledge of competitors
- Foster a thorough understanding of the community’s competitive environment in a submarket and adjust operating strategy accordingly
- Participate in Revenue Management calls when applicable
- Address and complete all other duties as assigned

**Operating Standards**
- Ensure community (communities) maintain brand standards including property presentation, marketing, office and model appearance and associate appearance. Inspect what you expect.
- Review and analyze operations reports to track community performance and understand the impact of local economic conditions on community operations
- Ensure community is compliant with all applicable MCR and Partner (where applicable) procedures and all federal, state and local laws, specifically Fair Housing regulations at the community level
- Partnering with Service Manager, recommend capital improvements for community
- Manage contracts with 3rd party service providers
- Address and complete all other duties as assigned

**Associate Management and Development**
- Responsible for recruiting, hiring, associate scheduling, work assignments, training and performance evaluations
- Empower, engage and develop associates to achieve great performance and desired business outcomes.
- Establish goals and accountability for team. Provide feedback, coaching and support to drive achievement of established goals, reward success: hold one on one meetings with staff members
- Manage performance of subordinates. Conduct performance appraisals; provide development support (i.e. coaching, counseling and training); make decisions regarding hiring or termination of community associates
- Support associate development. Provide targeted training and growth opportunities
- Champion and enforce the Mill Creek Brand Promise, Service Standards and Manifesto
- Address and complete all other duties as assigned

Education and/or Experience
- High School diploma or equivalent (GED), Bachelor’s degree or related experience preferred
- 3-5 years of multi-family or related property management experience or equivalent experience
- 2 years supervisory experience
- Commitment to, and passion for, providing outstanding customer service
- Strong communication skills (written and verbal)

Skills/Specialized Knowledge
- Manage community performance including financial performance, customer service, sales, communications, marketing, negotiation, crisis management and staffing
- Analyze data/reports to develop solutions to sustain high standards of customer service, optimal revenue generation and effective expense management
- Ability to set clear objectives and define success for individuals and the team. Establish team accountability and lead team to achieve desired business outcomes
- Supervise subordinates and provide feedback and coaching resulting in improved performance
- Exercise professional judgment to take ownership of and resolve issues and problems with residents and associates diplomatically and without becoming adversarial and losing your temper
- Ability to clearly communicate, speak, read and write in English as demonstrated by clear and concise written and verbal communication
- Computer skills including Microsoft Word, Excel, Entrata, Yardi and Revenue Management Software
- Ability to perform basic arithmetic skills such as measurement, additio