Community & Resident Engagement Manager

JOB DESCRIPTION

Job Details

Job Title: Community & Resident Engagement Manager

Reports to: Community Management Director / Head of Community Management

Business Unit: Real Estate

Department: Community Management

Key Accountabilities

• Manage and maintain strong relationships with residents, homeowners, tenants, and other community stakeholders, ensuring a high level of satisfaction and engagement.
• Act as the primary point of contact for residents regarding community-related matters, requests, concerns, and service issues.
• Develop and implement community engagement strategies that enhance resident satisfaction, participation, retention, and sense of belonging.
• Plan, organize, and manage regular resident events, community activities, social programs, and engagement initiatives across the assigned communities.
• Develop an annual Community Events & Engagement Calendar aligned with residents interests, seasonal occasions, community objectives, and company strategy.
• Manage the full event lifecycle, including concept development, budgeting, vendor sourcing, procurement coordination, event execution, and post-event evaluation.
• Build partnerships with relevant vendors, service providers, local businesses, and community partners to enhance resident offerings and experiences.
• Monitor resident feedback, satisfaction, participation levels, and engagement trends and translate insights into actionable improvement initiatives.
• Manage resident complaints and escalations professionally, ensuring timely resolution and effective communication throughout the process.
• Coordinate with Facilities Management, Security, Maintenance, Leasing, Marketing, Finance, and other internal departments to ensure seamless community operations and resident experience.
• Ensure community amenities, facilities, recreational areas, and shared spaces support a positive and engaging resident experience.
• Support the management of community rules, regulations, policies, and procedures and ensure effective communication to residents.
• Coordinate with Owners Committees and relevant stakeholders where applicable, including meetings, communications, community initiatives, and resident-related matters.
• Ensure compliance with applicable community management requirements, RERA/Mollak requirements, company policies, and approved community procedures.
• Monitor community performance through relevant KPIs, SLAs, resident satisfaction scores, event participation, complaint resolution, and engagement metrics.
• Prepare regular reports and management presentations covering resident satisfaction, complaints, events, engagement activities, community trends, and improvement initiatives.
• Identify opportunities to improve the overall resident experience and introduce innovative community engagement initiatives.
• Manage assigned community portfolio effectively, ensuring consistent service standards and resident engagement across all communities.

General Responsibilities

• Represent the company professionally and maintain a strong customer-focused approach at all times.
• Maintain positive and professional relationships with residents, homeowners, tenants, vendors, service providers, and internal stakeholders.
• Ensure all resident communications are timely, accurate, professional, and aligned with company standards.
• Maintain accurate records of resident interactions, complaints, feedback, events, activities, and engagement initiatives.
• Support continuous improvement of community management processes, policies, and service standards.
• Monitor market and community trends and recommend initiatives that enhance resident satisfaction and engagement.
• Maintain confidentiality of resident and company information.
• Ensure compliance with all company policies, procedures, health and safety requirements, and applicable UAE regulations.
• Perform any other duties related to community management and resident experience as assigned by management.

Job Specific Responsibilities

1. Resident Relations

• Serve as the primary relationship owner for residents and homeowners within the assigned communities.
• Build long-term relationships with residents and proactively understand their needs and expectations.
• Handle resident concerns, complaints, requests, and escalations from initial contact through resolution.
• Conduct regular resident engagement and feedback activities to identify areas for improvement.
• Maintain high resident satisfaction and service recovery standards.

2. Community Engagement

• Develop and implement community engagement initiatives that encourage resident participation and interaction.
• Create programs that foster a strong sense of community and belonging.
• Identify resident interests and translate them into relevant activities, programs, and experiences.
• Establish and maintain a structured resident engagement calendar.
• Track participation and engagement levels and measure the effectiveness of initiatives.

3. Events Management

• Plan and manage community and resident events throughout the year.
• Develop event concepts, scopes of work, budgets, timelines, and execution plans.
• Coordinate with vendors, suppliers, contractors, and internal departments.
• Oversee event setup, execution, guest experience, and post-event activities.
• Collect and analyze resident feedback following events.
• Evaluate event performance, participation, cost-effectiveness, and resident satisfaction.
• Recommend improvements and new event concepts based on resident feedback and community trends.

4. Community Amenities & Facilities

• Ensure community amenities and shared facilities contribute positively to the resident experience.
• Coordinate with Facilities Management and relevant service providers regarding issues affecting residents use of amenities.
• Monitor the quality, cleanliness, accessibility, and overall resident experience of common areas and amenities.
• Identify opportunities to enhance the utilization and experience of community facilities.

5. Community Governance

• Support the implementation and communication of community rules, regulations, policies, and procedures.
• Coordinate with Owners Committees and relevant stakeholders as required.
• Support Owners Committee / Mollak meetings and follow up on resident-related actions.
• Ensure residents are appropriately informed of community regulations, maintenance activities, projects, events, and important announcements.
• Support compliance with applicable RERA, Mollak, and jointly owned property requirements.

6. Community Portfolio Management

• Manage the assigned portfolio of residential communities and ensure consistent resident experience standards.
• Conduct regular community visits and identify service gaps, resident concerns, and engagement opportunities.
• Review community performance against agreed KPIs and SLAs.
• Monitor recurring complaints and implement corrective and preventive actions.
• Develop recommendations to improve community satisfaction, engagement, and overall experience.

Skills Required

• Strong Community Management and Resident Relations skills.
• Excellent Event Planning and Event Management skills.
• Strong Resident Engagement and Customer Experience expertise.
• Excellent communication and interpersonal skills.
• Strong complaint handling and conflict resolution skills.
• Strong stakeholder and vendor management skills.
• Good understanding of residential community operations.
• Strong organizational and project management skills.
• Ability to manage multiple communities, events, and priorities simultaneously.
• Strong analytical and reporting skills.
• Problem-solving and decision-making abilities.
• Ability to work independently and lead cross-functional initiatives.
• Proficiency in Microsoft Office and relevant CRM/community management systems.
• Strong English communication skills; Arabic is preferred.

Qualification

• Bachelor's degree in Business Administration, Hospitality, Real Estate, Marketing, Communications, Community Management, or a related field.
• 5–8 years of relevant experience in Community Management, Residential Property Management, Resident Experience, Hospitality, Customer Experience, Events, or a related field.
• Proven experience in residential community management and direct resident/homeowner relations is highly preferred.
• Proven experience in planning and managing resident/community events and engagement activities.
• UAE real estate/community management experience is preferred.
• Knowledge of RERA, Mollak, Owners Association, and jointly owned property regulations is preferred.
• UAE Driving License is preferred.

Key Performance Indicators (KPIs)

• Resident Satisfaction / CSAT Score
• Resident Engagement Rate
• Community Event Participation Rate
• Number and Quality of Community Engagement Initiatives
• Resident Complaint Resolution Rate
• Complaint Closure within SLA
• Resident Retention / Engagement Indicators
• Event Satisfaction Score
• Community Experience Improvement
• Response and Resolution Time
• Vendor/Event Performance
• Community Portfolio KPI & SLA Achievement
• Resident Feedback and Sentiment
• Budget Adherence for Community Events and Engagement Activities