Community & Resident Engagement Manager

JOB DESCRIPTIONJob Details

Job Title: Community & Resident Engagement ManagerReports to: Community Management Director / Head of Community ManagementBusiness Unit: Real Estate

Department: Community ManagementKey AccountabilitiesManage 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 ResponsibilitiesRepresent 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 Responsibilities1.

Resident RelationsServe 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 EngagementDevelop 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 ManagementPlan 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 & FacilitiesEnsure 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 GovernanceSupport 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 ManagementManage 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 RequiredStrong 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.QualificationBachelor'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 ScoreResident Engagement RateCommunity Event Participation RateNumber and Quality of Community Engagement InitiativesResident Complaint Resolution RateComplaint Closure within SLAResident Retention / Engagement IndicatorsEvent Satisfaction ScoreCommunity Experience ImprovementResponse and Resolution TimeVendor/Event PerformanceCommunity Portfolio KPI & SLA AchievementResident Feedback and SentimentBudget Adherence for Community Events and Engagement Activities