Renewal Manager - ON-SITE

Job Purpose:
The Renewal Manager (RM) plays a vital role in maintaining resident satisfaction and driving lease retention by managing the end-to-end lease renewal process. This position serves as the primary point of contact for residents regarding lease expirations and renewals, ensuring timely communication, fair negotiations, and smooth execution of renewal agreements. The RM works closely with property management and revenue strategy teams to set renewal pricing, negotiate terms with residents, and coordinate with onsite teams when residents choose not to renew. Through exceptional customer service and proactive engagement, the Renewal Manager supports high occupancy rates and fosters a positive living environment across the property.

Key Responsibilities:

Customer Service & Resident Engagement

• Serve as the main liaison for residents throughout the lease renewal process.

• Address resident inquiries and concerns promptly and professionally.

• Build and maintain positive relationships to encourage lease renewals.

• Deliver exceptional service to ensure resident satisfaction and retention.

Lease Expiration Notifications

• Monitor and track upcoming lease expiration dates.

• Send timely lease expiration notices—typically 80 to 90 days before lease end—outlining renewal options and key deadlines.

• Manage month-to-month (MTM) leases, assess market rent trends, and issue updated MTM pricing notices as needed.

Renewal Pricing Strategy

• Analyze market trends and occupancy rates to help determine competitive renewal pricing.

• Collaborate with property management and revenue strategy teams to establish appropriate lease rates.

• Clearly communicate renewal pricing and options to residents.

Lease Renewal Negotiations

• Engage with residents to discuss questions or concerns regarding lease renewal terms.

• Negotiate within approved guidelines, offering incentives or discounts when applicable.

• Ensure any changes to standard lease terms are well-documented and consistent.

Lease Execution

• Prepare and finalize renewal lease agreements according to agreed terms.

• Ensure all required documentation is accurate and complete.

• Coordinate signing processes between residents and property management.

• Meet all deadlines for lease execution, ensuring updates are accurately reflected in the Property Management System (PMS).

• Update resident contact details and demographics in the PMS upon lease renewal.

Handling Non-Renewals

• Acknowledge non-renewal decisions and guide residents through the next steps.

• Notify the Community Manager (CM) promptly so they can initiate the move-out process, including inspections and turnover preparation.

• Update the PMS to accurately reflect non-renewal status.

• Residents who provide notice prior to the issuance of renewal letters are excluded from the renewal process.

Qualifications:

Education

• High school diploma

Experience

• 2+ years of leasing experience required.

• 2+ years of customer service experience preferred.

• 1+ years of sales experience preferred.

Skills & Competencies

• Strong written and verbal communication skills via email, phone, text, and digital platforms.

• Proficient in using technology, including property management software and iPads.

• Ability to handle multiple tasks and deadlines while maintaining accuracy and professionalism.
  
  
  This is an On-Site Position