At Cortland, we operate with a forward‑thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best‑in‑class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high‑performance environment.
Role Overview
As the Community Relations Manager, you serve as both the welcoming face of the community and a critical operational partner. This role blends exceptional resident engagement with strong business support—delivering a premium living experience while ensuring seamless operations in collaboration with Community Management.
Operational Support
- Assist the Community Manager/Senior Community Manager in leading the onsite team, ensuring daily operations comply with company standards and regulatory requirements, including safety protocols, OSHA regulations, and Fair Housing guidelines.
- Conduct regular community inspections, including vacant units, make‑ready apartments, and model homes, as well as move‑in and move‑out walkthroughs.
- Monitor the property for policy violations, maintenance needs, and overall curb appeal, addressing issues promptly to maintain brand standards.
- Manage and nurture vendor relationships to ensure quality service and timely project completion.
- Partner with onsite teams and the Center of Excellence to drive occupancy and revenue by meeting and exceeding leasing goals, conversion rates, and key performance indicators (KPIs).
Sales & Revenue Generation
- Drive occupancy and revenue by achieving and exceeding leasing goals, conversion targets, and KPIs.
- Actively manage your sales pipeline—follow up promptly, nurture potential residents, and close leases with confidence.
- Use consultative selling techniques to uncover needs, present solutions, and create value that resonates with each potential resident.
- Keep CRM records accurate and up to date for all potential resident interactions.
- Monitor and report on lead activity, conversion metrics, and pipeline health.
- Stay organized and disciplined to ensure timely follow‑up and consistent engagement.
Community Advocacy & Resident Experience
- Guide potential residents through the leasing process with confidence and care, making it a simple, stress‑free, and enjoyable journey that reinforces our brand promise of better living.
- Deliver a concierge‑level experience by anticipating needs, offering personalized solutions, and creating memorable interactions.
- Build lasting relationships that inspire loyalty and referrals through exceptional service.
- Represent the community as an ambassador, showcasing not just homes but a lifestyle of comfort, convenience, and premium living.
- Handle objections gracefully, turning challenges into opportunities.
- Establish, manage, and maintain marketing programs and social media presence to attract and retain residents.
- Plan and execute resident events and engagement programs that strengthen community ties.
Professionalism & Brand Alignment
- Maintain integrity, accountability, and reliability in all aspects of performance.
- Maintain a polished, approachable presence that reflects our premium brand standards in every interaction.
Qualifications
Experience & Education
2+ years of measurable sales success in high‑velocity, short‑cycle sales environments such as multifamily, luxury retail, hospitality, timeshare, premium automotive, or premium lifestyle services. High school diploma or equivalent required; bachelor’s degree or equivalent preferred.
Performance Orientation
- Demonstrated ability to meet or exceed sales quotas, targets, and KPIs.
- Proven track record in pipeline management and disciplined follow‑up.
- Ability to deliver exceptional resident experience and consistently exceed customer expectations.
- Skilled in collaborating with onsite teams and support partners to achieve community goals.
Skills & Competencies
- Strong organizational abilities with experience in administrative processes, compliance, and operational support.
- Excellent verbal and written communication skills; adept at building rapport and maintaining professional relationships.
- Skilled in resolving complex resident concerns with empathy, urgency, and professionalism.
Technical / Process Skills
- Proficient in property management software, CRM systems, and Microsoft Office Suite.
- Advanced ability to leverage social media platforms for marketing, engagement, and brand storytelling.
Cultural / Brand Fit
- Embodies company values and premium brand standards.
- Professional appearance and executive presence required.
About Cortland
Founded in 2005, Cortland is an international, vertically integrated multifamily real estate investment, development, and management firm with a resident‑centric focus.
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