Title: Resident ExperienceRetention Manager

Primary Location: Vancouver, BC

Job Status: Full-Time, Permanent

Company Overview:

Pacific Cove Properties is a BC-owned and operated property management and development company providing rental accommodation to almost 3000 families and individuals in communities throughout British Columbia, including Metro Vancouver, the Fraser Valley, Vancouver Island, and the Okanagan.

Pacific Cove Properties is seeking a Resident ExperienceRetention Manager to support and elevate the resident experience across our growing residential portfolio throughout British Columbia. Reporting to the VP of Property Management, this role will lead portfolio-wide initiatives focused on resident retention, service consistency, resident engagement, and online reputation strategy.

Working closely with operational leaders across the organization, the successful candidate will help strengthen resident relationships, improve renewal performance, identify service gaps, and support long-term portfolio stability through thoughtful, scalable resident experience initiatives.

Help shape the resident experience behind one of BC's growing residential portfolios.

Key Responsibilities

• Develop and implement portfolio-wide resident experience and retention initiatives across multifamily communities.
• Lead resident engagement strategies designed to strengthen community connection, improve satisfaction, and support long-term resident retention.
• Coordinate resident appreciation programming and community-focused initiatives that enhance the overall living experience while reinforcing portfolio brand standards.
• Support resident onboarding and welcome programs to create a consistent and positive move-in experience across all communities.
• Monitor resident satisfaction trends, operational feedback, and service gaps while partnering with site teams to identify opportunities for improvement.
• Develop and support renewal retention strategies, move-out interception efforts, and resident communication initiatives across the portfolio.
• Oversee portfolio-wide online reputation strategy, including review performance monitoring, response standards, escalation support, and trend analysis across digital platforms.
• Coordinate annual resident satisfaction surveys and reporting initiatives.
• Assist in developing scalable resident service standards and operational best practices as the portfolio continues to grow.
• Establish, monitor, and report on resident experience KPIs across all communities.
• Partner cross-functionally with Property Management, Leasing, Marketing, and Operations teams to support a consistent resident experience across the portfolio.

Required Skillsets

• 3–5+ years of experience in property management, hospitality, customer experience, or resident engagement.
• Strong communication, organizational, and relationship-building skills.
• Experience with online reputation management and digital review platforms is considered an asset.
• Ability to manage multiple initiatives across a growing portfolio.
• Experience in multifamily residential property management is preferred.

Key Performance Indicators

• Resident retention and renewal performance
• Resident satisfaction and engagement trends
• Portfolio online reputation and response standards
• Resident participation and engagement levels
• Service consistency across communities
• Resident feedback and operational improvement trends

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