Community Manager – Lifestyle
Reports to
Area Manager
Employment type
Permanent
Direct reports
Various, including Grounds and Maintenance, Front Office Receptionist
Location
Queensland, NSW or Victoria
Portfolio/Department
Lifestyle, Residential
Career level
Team leader
Why this position exists: role purpose
The purpose of this role is to lead the day-to-day operations of a Lifestyle Community, ensuring alignment with Ingenia’s core values and HOME principles. A key focus of the role is to cultivate a strong sense of belonging and connection within the Community. This role is deeply customer focused, delivering collaborative support services to residents that enhance their satisfaction and wellbeing. The role also delivers strong financial outcomes through effective community engagement and operational excellence.
For communities under development: this role leads a community during the construction and development of the community.
What you’ll do
Accountabilities
Deliver a consistently high resident experience, measured through the resident satisfaction survey and Net Promoter Score (NPS)
Accountable for day-to-day operations, including presentation across the community facilities, occupancy and tenancy management, new resident interviews, welcome program for new residents, resident relations and support
Manage the Profit & Loss performance of the community. Lead the budgeting, planning and future capital expenditure needs
Foster meaningful connections by delivering the Activate program, encouraging social groups, friendships and resident committees, attending resident meetings and handling concerns professionally and promptly. Escalate complex issues and conflicts to the Area Manager, ensuring comprehensive notes are taken and shared as necessary
Oversee asset presentation, refurbishment and capital works, ensuring timely delivery of site improvements and upgrades
Ensure safety, environmental and compliance standards are met, to provide a safe, secure and comfortable living environment. Conduct daily site inspections and ensure sites are within keeping of the community’s minimum standards. Maintain quality and presentation of the asset.
Lead the team and manage contractors, driving high performance to deliver excellent resident experiences
Coordinate Health and Wellbeing events and activities for the Community to ensure the health and wellbeing of the residents is prioritised
Lead a program for residents to experience opportunity for discovery, connecting residents with their local community and encouraging residents to learn and explore
Ensure timely management of vacating residents in the portfolio, delivering the highest possible returns to Ingenia on each transaction
Promote and sell resale homes, maintaining strong relationships with potential buyers and vendors. Act as the selling agent, conducting tours, sharing information and negotiating sales and contracts.
For communities in development: Work with the sales and development teams, acting as the voice of the resident during the design and construction of facilities. Support the resident through the settlement process and work with the Home Delivery Coordinator on managing defects
Challenges and opportunities
A visible, active role – seen as the go-to person
Navigate multiple and changing priorities across the day, where no two days are the same
Professional management of resident issues, which can become emotionally-charged
Maintain boundaries and uphold professional relationships with guests and residents
Physical requirements of the role include occasional lifting, muscular force, bending, twisting and stretching, frequent walking around the site and up and down stairs
Use of cleaning equipment, products and chemicals.
For communities under development:
Manage resident concerns in a live construction environment, for example dust and noise
Build a sense of community belonging from scratch, testing, learning and sustaining effort
Relationships
Build and maintain…