Manager, Reputation & Customer Experience en Revantage
Revantage · Atlanta, Estados Unidos De América · Hybrid
- Senior
- Oficina en Atlanta
Preferred Apartment Communities is engaged in the operation of primarily Class A multifamily properties. We have developed a culture throughout our company that is designed to show respect for each other, our residents, and vendors. We believe our focus on quality, consistency, and innovation provides strong national recognition for the Preferred Apartment Communities brand. Learn more about us at https://www.pacapts.com/.
Location: Atlanta, GA or Dallas, TX (Hybrid)
About Us: Come SHINE with us. Team member experience and success comes down to four simple principles: hire well, train well, recognize and reward. Hiring is the lifeblood of any organization. We take hiring our team members very seriously. We seek to hire team members who are bright, who have great interpersonal skills, and who we believe will be an asset to the culture we have been creating at Preferred Apartment Communities since our inception. Once hired, though, it is only the beginning.
Position Summary:
The Manager, Reputation & Customer Experience is responsible for shaping and protecting the company’s reputation across both corporate and property levels. This role focuses on resident experience, sentiment analysis, and proactive outreach strategies that drive retention and brand loyalty. The ideal candidate is a strategic communicator with a passion for customer advocacy and a deep understanding of multifamily operations.
Key Responsibilities
Reputation Management
Monitor and manage corporate and property-level reputation and surveys across digital platforms including Google My Business and business listings.
Respond to/assist with responses to reviews, feedback, and inquiries in a timely and brand-aligned manner.
Partner with operations and onsite teams to resolve issues and elevate resident satisfaction.
Develop response templates, train AI and work with our third-party social media and reputation management vendor to ensure timely, on-brand responses.
Customer Experience Strategy
Design and implement resident experience touchpoints across the customer journey—from leasing to renewal.
Lead outreach initiatives that foster community engagement and retention.
Collaborate with property teams to ensure consistent and high-quality resident interactions.
Develop internal incentive programs to ensure on-site teams are responding to reviews and surveys in a timely manner.
Surveys & Research
Develop and manage resident surveys to gather actionable insights.
Analyze feedback to identify trends, opportunities, and areas for improvement.
Present findings to leadership and cross-functional teams to inform strategy.
Social Media & Listings
Oversee social media reputation efforts in collaboration with the content team.
Ensure accuracy and consistency across all business listings and online profiles.
Track sentiment and engagement metrics to inform content and outreach strategies.
Analytics and Performance
Track and report on key performance indicators (KPIs) related to reputation, retention, and resident satisfaction.
Present findings to leadership and cross-functional teams to inform strategy and decision-making.
Qualifications
7+ years of experience in customer experience, reputation management, or resident engagement.
Experience in multifamily or property management marketing strongly preferred.
Strong analytical skills and experience with survey tools and sentiment analysis.
Excellent communication and interpersonal skills.
Familiarity with platforms such as Google My Business, Yelp, and internal tools like Jostle, Engage, and SharePoint.
Ability to work cross-functionally and influence without direct authority.
Physical Requirements:
Some travel required to the properties at least once a month plus key company conferences and industry events
Sitting at a desk behind a computer
Benefit and Rewards:
PAC’S INCREDIBLE BENEFITS HELP YOU SHINE PERSONALLY & PROFESSIONALLY
Generous Medical, Dental and Vision - No & Low Cost options
401(k) matching
Company Paid Life insurance
Generous Paid time off
Parental leave
Referral program
Tuition reimbursement
Bonus Programs
Base Compensation Range:
Total Direct Compensation: This job is also eligible for discretionary bonus and incentive compensation on an annual basis.
Benefits: The Company provides a variety of benefits to employees, including health insurance coverage, retirement savings plan, paid holidays and paid time off (PTO).
The additional total direct compensation and benefits described above are subject to the terms and conditions of any governing plans, policies, practices, agreements, or other materials or documents as in effect from time to time, including but not limited to terms and conditions regarding eligibility.
Please review the job applicant privacy notice here.
EEO Statement
PAC is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant, employee, or other covered person based on any legally recognized basis, including, but not limited to: veteran status, uniformed servicemember status, race, color, caste, immigration status, religion, religious creed (including religious dress and grooming practices), sex, gender, gender expression, gender identity, marital status, sexual orientation, pregnancy (including childbirth, lactation or related medical conditions), age, national origin or ancestry, citizenship, physical or mental disability, genetic information (including testing and characteristics), protected leave status, domestic violence victim status, or any other consideration protected by federal, state or local law. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email [email protected]
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