Resident Experience Manager

About Nation

Nation is redefining what it means to rent in Australia. We operate build-to-rent precincts with soul, landmark places that lift their neighbourhoods, attract the best retailers, and give residents somewhere they genuinely feel at home.

Anyone can hand over keys. We're building something rarer: the difference between service and hospitality. We are focused on how it feels to live somewhere run by people who notice the detail, anticipate the need, and treat the extra effort as the point rather than the exception.

With a pipeline of thousands of apartments across Sydney, Nation is one of Australia's most ambitious living platforms, blending design, technology and service into thriving rental communities.

We hold our teams to the same standard we hold our buildings. Joining us now means you play a part in building the platform rather than inheriting it.

Renting is changing. So are the teams behind it.

At Nation, we create professionally managed rental neighbourhoods that make home feel easier, more connected and more considered. From responsive service and shared amenity to resident events, local retail and day-to-day support, we’re building a different kind of rental experience, one designed around how people actually live

About the role

We're looking for a Resident Experience Manager to take Nation's resident experience strategy and make it real across our build-to-rent communities.

This role sits at the heart of how it feels to live at a Nation address and regular travel to site locations. You'll turn strategy into the everyday standards, journeys and moments that mean residents don't just rent from us, they belong here. Working across the portfolio, you'll make sure every interaction, process and touchpoint holds to the standard the Nation brand promises, and you'll lead the engagement and community initiatives that turn residents into advocates.

This is a role for someone who thinks in both systems and people, equally comfortable designing a scalable service playbook and caring about the small gestures that makes someone's day.

What you'll be doing

You'll shape and embed resident experience across the portfolio, including:

• Owning Nation's resident experience framework and keeping standards consistent across every building
• Translating strategy into the real thing: service standards, playbooks, processes and practical ways of working
• Improving the resident journey end to end, and designing out friction wherever you find it
• Leading resident engagement, loyalty and community initiatives tailored to each precinct
• Curating partnerships with retailers, local businesses and community organisations that add to resident life
• Managing resident feedback programs, including surveys, focus groups, complaints and compliments, and turning what you hear into action
• Monitoring and reporting on the numbers that matter, including satisfaction, retention, advocacy and response times
• Partnering across Operations, Leasing, Marketing and Retail to keep resident-centric thinking in every decision
• Supporting new asset launches so resident experience is built in from day one

What you'll bring

You understand that great resident experience is about more than process. It's about trust, consistency and the details that make people feel genuinely looked after in the place they call home.

You'll bring:

• 5+ years in customer or resident experience within build-to-rent, hospitality, retail or another service-led industry
• Experience embedding experience initiatives across multi-site or operationally complex environments
• Real skill in service design, customer journey mapping and continuous improvement
• The ability to translate strategy into playbooks and scalable ways of working
• A commercial head, using insight and operational data to balance resident outcomes with efficiency and business goals
• Strong project, stakeholder and communication skills, with the credibility to influence teams you don't manage
• Strong organisation skills and attention to detail, with the composure to manage competing priorities
• A genuine interest in resident experience, community and the future of rental living

How you'll work with the team

You'll report directly to the Operations Manager and work closely with the teams that bring Nation communities to life, including leasing, marketing, operations, building management and finance, as well as external service, community and retail partners.

This is a role built on influence rather than headcount. You won't have direct reports, so your impact comes through the standards you set, the working groups you lead and the trust you build across the business. You'll connect the resident experience with the operational detail behind it, setting a new standard for what renting can feel like.

What We Offer

Some of the benefits we offer include:

• Professional development opportunities
• EAP support
• Birthday leave after one year
• Team events and connection moments
• The opportunity to be part of a growing build-to-rent platform
• A role where hospitality, resident experience and community engagement genuinely come together

How to Apply

To express your interest, please submit your CV and a short cover letter outlining your experience and why you'd like to join Nation.

Visit our website to learn more about Nation and our neighbourhoods: www.nation.com.au

No agencies please.