Resident Retention Manager

Essex Property Trust

Resident Retention Manager responsible for overseeing lease renewals and managing a team of consultants at Essex Property Trust. Focused on customer service and achieving renewal targets in California office.

Posted 6/20/2026full-timeIrvine • California • 🇺🇸 United StatesJuniorMid-Level💰 $73,000 - $89,000 per yearWebsite

About the role

Key responsibilities & impact

Drive the entire lease renewal process, ensuring seamless execution.
Achieve or surpass renewal targets, continuously setting higher standards as goals advance.
Provide superior customer service to internal and external customers.
Work closely with internal partners to ensure an increase in Net Promoter Score (NPS) and customer survey ratings.
Provide weekly reporting, key insights, and proposed action plans to the Senior Manager of Enablement.
Process and approve deviations in renewal rates for residents.
Directly manage a team of 5+ renewal consultants.
Schedule and delegate workload to ensure work is completed accurately and timely.
Ensure quality control by auditing tasks, communication, etc.
Provide feedback, coaching, and support to the renewal team.
Conduct regular one-on-one meetings with renewal staff.
Collaborate with peers to strategize and improve processes as necessary.

Requirements

What you’ll need

High school diploma or equivalent, college degree preferred.
2-3 years of property management, call center, and/or sales experience preferred.
2-3 years of experience with leadership responsibilities and managing 5+ associates.
Proficiency in Microsoft Office suite.
Familiarity with CRM systems and practices.

Benefits

Comp & perks

medical
dental
vision
paid parental leave
401k employer match
excellence rewards
wellness programs
12 paid holidays
15 PTO days
housing discount of 20%

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

property managementcall center experiencesales experienceleadership responsibilitiesteam managementcustomer servicereportingquality controlauditingCRM systems

Soft Skills

customer servicecoachingfeedbackcollaborationstrategizingdelegationtime managementcommunicationproblem-solvinginterpersonal skills

Certifications

high school diplomacollege degree