Community Relations Manager - The Flats at Westover Hills

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 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 approach to living experiences. Recognized as one of the top 10 multifamily owners and operators in the US, Cortland combines in-house design, construction, and operations to deliver value and innovation across its portfolio. Join us as we reimagine apartment living and drive outsized returns through purpose, performance, and people. *Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information or any other characteristic protected by applicable law. 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