The Resident Communications Manager is the operational and tactical leader for Conservice Connectivity Solution's resident communications function. The role is responsible for technical and content production of connectivity amenity customer journeys for Multifamily (MDU) and Single-Family Residences (SFR) residents.
Serve as the internal subject matter expert on resident communication journeys, translating complex property network setups into simple, frictionless onboarding experiences that drive resident enrollment. Own team structure, platform hygiene (Contentful CMS, Engage marketing automation, Marq/Canva bulk flyer tools, and Baton/ClickUp workflow management), cross-functional SLA boundaries with Implementations, PMO, and Account Management, as well as the direct management and upskilling of the communications specialists.
Key Responsibilities:
A. Team Strategy, Architecture & Cross-Functional Collaboration
Department Charter & Boundaries: Define and enforce clear intake rules, service-level agreements (SLAs), request protocols, and escalation paths.
Support & Self-Service Alignment: Partner with Resident Support and Product to audit and update resident-facing FAQs, landing pages, and automated communication flows to improve self-service resolution.
Email Journeys: Design, build, and manage templated and custom email journeys.
Vendor & Tool Migration: Lead due diligence, evaluation, and rollout for key platforms.
Attribution & Impact: Implement UTM link tracking, QR-code attribution, and enrollment-conversion reporting to measure results.
B. Team Leadership & Systems Enablement
Direct Team Management: Coach, manage, and evaluate 2-3 offshore Resident Communications Specialists through weekly one-on-ones, workload distribution, and technical skill development.
SOP & Knowledge Transfer: Create documentation, standard operating procedures, and internal knowledge bases for landing-page builds, custom email copywriting, and campaign logic.
Quality Assurance: Establish QA checklists and template standards. Review campaign assets before deployment to ensure accuracy across copy, merge tags, property details, and provider information.
C. Hands-On Execution
Resident Journey Optimization: Map and optimize end-to-end resident communication flows to reduce onboarding friction, improve self-service adoption, and drive enrollment.
Copywriting & Journey Builds: Draft, edit, and optimize resident email sequences, landing pages, FAQs, and move-in/move-out guides.
Contentful CMS & Engage: Administer Contentful, including merge tags, property profiles, and provider themes; configure Engage campaigns, timed deliveries, event triggers, and audience segmentation.