deverellsmith
Resident Experience Manager
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Our client is a market leader in purpose-built student accommodation, with thousands of beds across dozens of sites in cities throughout the UK. On their behalf, we are recruiting for an experienced Resident Experience Manager to join their Operations/Marketing division and lead the resident experience strategy across their national portfolio.
About Our Client
Our client's vision is simple: to be the first choice for students by creating the best experiences and a home where everyone feels safe, comfortable and truly belongs. They are a fast-growing, values-led business, and this role offers the opportunity to shape the everyday experience of thousands of students across the UK.
The Role
Reporting to the Head of Marketing, you'll take ownership of the resident experience framework, shaping national campaigns, wellbeing initiatives and life-skills programmes, then working hand-in-hand with General Managers and site teams to bring them to life locally. From launching flagship life-skills programmes to running resident feedback loops, you'll be the driving force behind experiences that make students want to stay, recommend the business, and rebook.
This is a role for someone who loves connecting the dots between national strategy and local delivery, between data and action, and between operations, marketing and external partners.
What You'll Be Doing
- Leading the implementation and evolution of the resident experience framework across the portfolio
- Developing national campaigns, toolkits and resources that empower site teams to deliver locally relevant resident experiences
- Training and supporting General Managers and site teams to embed the framework consistently
- Helping manage and monitor Resident Experience budgets alongside the Head of Communications
- Leading the resident feedback programme, turning resident feedback into meaningful, measurable improvements
- Growing the wellbeing proposition and strategic partnerships (wellbeing, employability, financial wellbeing, independent living and personal development)
- Expanding the life-skills programme to build residents' career readiness and confidence
- Coordinating the Resident Assistant and Wellbeing Champion programmes portfolio-wide
- Monitoring engagement, satisfaction and rebooker trends, and reporting on impact
- Spotting sector trends and innovative ideas to keep the resident proposition ahead of the curve
- Supporting new property mobilisations, and building strong relationships with universities and student organisations
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This role may occasionally require work outside standard hours (move-in weekends, summer periods) and travel across the portfolio.
About You
You'll bring at least 3 years' relevant experience in resident experience, customer experience, hospitality, student services or community engagement, including:
- Developing and delivering customer or resident engagement programmes
- Working collaboratively with geographically dispersed teams
- Building strategic partnerships and stakeholder relationships
- Managing multiple projects and priorities at once
- Using insight and feedback data to evaluate performance and drive improvement
- Creating initiatives that boost satisfaction, engagement and loyalty
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You'll also bring:
- A genuine passion for creating exceptional resident experiences and thriving communities
- Excellent communication and relationship-building skills, with the ability to influence at all levels
- Strong project management and organisational skills
- A collaborative mindset, comfortable working across Operations, Communications, Marketing and external partners
- Commercial awareness and a clear understanding of how resident experience drives retention, occupancy and brand reputation
- Strong analytical skills, with the ability to spot a trend in the data and turn it into a recommendation
- A proactive, creative approach with a continuous-improvement mindset
- Excellent IT skills, including Microsoft Office
- A full, clean UK driving licence
Why Join?
This is an opportunity to join a fast-growing, values-led business and directly shape the everyday experience of thousands of students across the UK. If you want a role where creativity, strategy and genuine care for people come together, this is it.
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