Community Manager – Lifestyle

- Reports to: Area Manager
- Employment type: Permanent
- Direct reports: Various, including Grounds and Maintenance, Front Office Receptionist
- Location: Queensland, NSW or Victoria
- Portfolio/Department: Lifestyle, Residential
- Career level: Team leader

Why this position exists: role purpose

The purpose of this role is to lead the day-to-day operations of a Lifestyle Community, ensuring alignment with Ingenia’s core values and HOME principles. A key focus of the role is to cultivate a solid sense of belonging and connection within the Community. This role is deeply customer focused, delivering collaborative support services to residents that enhance their satisfaction and wellbeing. The role also delivers strong financial outcomes through effective community engagement and operational excellence.

For communities under development: this role leads a community during the construction and development of the community.

What you’ll do

Accountabilities

- Deliver a consistently high resident experience, measured through the resident satisfaction survey and Net Promoter Score (NPS)
- Accountable for day-to-day operations, including presentation across the community facilities, occupancy and tenancy management, new resident interviews, welcome program for recent residents, resident relations and support
- Manage the Profit & Loss performance of the community. Lead the budgeting, planning and future capital expenditure needs
- Foster meaningful connections by delivering the Activate program, encouraging social groups, friendships and resident committees, attending resident meetings and handling concerns professionally and promptly.



Escalate complex issues and conflicts to the Area Manager, ensuring comprehensive notes are taken and shared as necessary
- Oversee asset presentation, refurbishment and capital works, ensuring timely delivery of site improvements and upgrades
- Ensure safety, environmental and compliance standards are met, to provide a safe, secure and comfortable living environment. Conduct daily site inspections and ensure sites are within keeping of the community’s minimum standards. Maintain quality and presentation of the asset.
- Lead the team and manage contractors, driving high performance to deliver excellent resident experiences
- Coordinate Health and Wellbeing events and activities for the Community to ensure the health and wellbeing of the residents is prioritised
- Lead a program for residents to experience opportunity for discovery, connecting residents with their local community and encouraging residents to learn and explore
- Ensure timely management of vacating residents in the portfolio, delivering the highest possible returns to Ingenia on each transaction
- Promote and sell resale homes, maintaining solid relationships with potential buyers and vendors. Act as the selling agent, conducting tours, sharing information and negotiating sales and contracts.
- For communities in development: Work with the sales and development teams,



acting as the voice of the resident during the design and construction of facilities. Support the resident through the settlement process and work with the Home Delivery Coordinator on managing defects

Challenges and opportunities

A visible, active role – seen as the go-to person

Navigate multiple and changing priorities across the day, where no two days are the same

Professional management of resident issues, which can become emotionally-charged

Maintain boundaries and uphold professional relationships with guests and residents

Physical requirements of the role include occasional lifting, muscular force, bending, twisting and stretching, frequent walking around the site and up and down stairs

Use of cleaning equipment, products and chemicals.

For communities under development:

Manage resident concerns in a live construction environment, for example dust and noise

Build a sense of community belonging from scratch, testing, learning and sustaining effort

Relationships

Build and maintain relationships with: residents, guests, potential residents, Connect team, Marketing team, Development team, People Culture and Safety, Resales team, industry associations, health providers, community groups, suppliers and contractors.

What you’ll bring to the role

Capabilities (skills and behaviours applied in this role)

Building Customer Relationships

Ensuring that the customer’s needs are met; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence

Planning and Organising

Establishing an a

📌 Community Manager (Toowoomba Regional)
🏢 Ingenia Holidays
📍 Toowoomba Regional