Resident Experience General Manager – Build to Rent

GFM

LOCATION: Victoria

Full time

There is no place like HOME!

HOME is reinventing how people rent in some of Melbourne’s best neighbourhoods.

Inspired by the service and experience of great hotels, HOME offers contemporary luxury living purposefully designed for renting. Featuring high-quality apartments, private onsite amenities, professionally managed services and community event programs, HOME fosters a robust sense of community and an ultra-convenient lifestyle for our Residents.

Our team is like no other. We empower our people to be themselves and perform at their very best. We create authentic living environments with a commitment to delivering an exceptional experience for our Resident community each and every time.

The opportunity

Now is the perfect time for a like-minded Resident Experience General Manager to join HOME and lead from the front.

Taking ownership of the day-to-day operation and Resident Experience of one of our Build-to-Rent residential assets, you will provide strong operational leadership while being supported by an experienced, high-performing team.

This is a hands-on leadership position with responsibility for operational performance, service standards, Resident satisfaction, team performance, budgets, community engagement and the ongoing optimisation of the HOME experience.

You will have the autonomy to make operational decisions, develop your team, elevate service standards and create genuine connections with our Resident community while ensuring the high standards and performance metrics that define the HOME brand are consistently achieved.

Key responsibilities

In this varied leadership role, you will be responsible for:

- Managing and overseeing the day-to-day operations of the Build-to-Rent residential asset, ensuring efficient operations, high-quality service delivery and an exceptional Resident experience.
- Leading, developing and inspiring a high-performing team,



creating a culture of accountability, career development and continuous improvement.
- Optimising Resident satisfaction, engagement and retention, including overseeing the effective management and resolution of Resident enquiries, feedback, complaints and escalated matters.
- Managing operational budgets, planning, financial performance and reporting to support the commercial and operational objectives of the assets.
- Overseeing community engagement initiatives, Resident events and programs that enhance the overall living experience and foster a strong sense of community.
- Driving service standards and ensuring operational policies, procedures and performance expectations are consistently maintained.
- Working collaboratively with leasing and facilities teams to support occupancy, efficient property operations, Resident satisfaction and overall asset performance.
- Leading a proactive approach to business improvement and optimisation of the Resident Experience and asset performance, identifying efficiencies across operational systems and processes.
- Supporting appropriate safety, operational governance and risk-management practices across Resident operations.
- Promoting and encouraging appropriate new revenue-generating initiatives and opportunities to enhance the Resident offering and financial performance.
- Supporting the ongoing development of operating models, systems and procedures as HOME continues to grow.
- Acting as a senior operational representative of the HOME brand and values of Safety, Community, Innovation and Sustainability.

About you

The ideal applicant will have:





- At least 2 years’ experience in a leadership or management role with responsibility for direct reports.
- Demonstrated experience in a customer and service-focused environment, with experience in Build-to-Rent, serviced apartments, hotels, accommodation or a comparable residential environment highly desirable.
- Demonstrated experience managing day-to-day operations and delivering high standards of customer or Resident service.
- Experience leading and developing teams and fostering a positive, high-performance culture.
- An understanding of operational budgets, financial performance and commercial outcomes.
- A general understanding of leasing, facilities and residential property operations, with the ability to work effectively across these functions.
- Solid communication, stakeholder-management and problem-solving skills.
- The confidence and judgement to make operational decisions and manage competing priorities in a dynamic residential environment.
- At least an AQF Diploma or equivalent qualification, preferably in Management, Business or a related discipline.

What we offer

In return, we offer:

- An environment with a genuine culture and team spirit that values relationships and individuality.
- The opportunity to mentor and develop the next generation of service professionals.
- An attractive salary and incentives.
- Benefits including Wellness, Anniversary and Birthday Leave, plus Income Salary Continuance Insurance.
- Access to our Employee Assistance Program and 24/7 Sonder Support, including a live safety feature.
- Professional development support.
- Long-term career development and opportunities to grow as HOME continues its expansion journey.

Now is the perfect time to join our expansion journey.

If you’re looking for a meaningful leadership role where you can make a genuine impact within a culture that allows you to be truly yourself, you’ve found us — and we can’t wait to hear from you.

📌 Resident Experience General Manager – Build to Rent (Melbourne)
🏢 GFM Delivery Services Management Pty
📍 Melbourne