Resident Experience Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $55,000 - $80,000
Job Title: Resident Experience ManagerAt our organization, we're reshaping the way people live in retirement communities. We believe that every interaction matters and strive to deliver exceptional experiences to our residents.In this role, you'll be responsible for coordinating customer feedback programs, tracking insights, managing escalated complaints, and driving initiatives that enhance the resident journey across Australia.The opportunity:You'll work closely with the Customer Experience Manager to deliver national surveys, monitor results, and partner with Sales and Operations to close the loop on feedback and improvement opportunities.Key Responsibilities:
  • Deliver customer feedback program, including annual, 'Always On,' and NPS surveys, with clear reporting and follow-up actions
  • Monitor results and collaborate with Sales and Operations to address feedback and improve processes
  • Oversee complaints escalation process, including reporting to senior management, and act as subject matter expert and trainer for Salesforce CX
  • Support underperforming communities with focused action plans to improve customer satisfaction
  • Assist with detractor follow-ups and contribute to continuous improvement of policies and procedures
  • Facilitate resident forums, focus groups, and national partnership governance
  • Manage and refine the customer journey framework
  • Collaborate with external survey providers to ensure quality delivery and ongoing enhancements
  • Contribute to staff education on customer feedback, complaints management, and system use
About You:You're a detail-oriented, proactive individual who thrives on turning data into actionable insights. You have excellent communication and stakeholder engagement skills, with the ability to present and train effectively.You'll bring:
  • Experience in customer experience, operations, marketing, or another services environment
  • Strong project coordination and organizational skills
  • Advanced Microsoft Office skills and confidence using tech platforms (e.g. Salesforce)
  • A hands-on approach, resilience, and a mindset for continuous improvement
Bonus If You Have:
  • Experience in retirement living, aged care, or human services
  • Tertiary qualifications in business, marketing, or CX
  • Knowledge of NPS and customer satisfaction programs
Why Join Our Organization?We're a purpose-driven organization dedicated to empowering older Australians. You'll enjoy flexible working arrangements, contribute to projects that make a genuine difference, and be part of a team passionate about delivering exceptional resident experiences.

  • Resident Experience Manager

    2 weeks ago

    Sydney, New South Wales, Australia Pathways Health Management Full time $90,000 - $120,000 per year

    Pathways Residences is a luxury residential aged-care provider in Sydney. We are looking for a Resident Experience Managers to join our team in Northbridge NSW 2063. The role is permanent full time Monday – Friday and is accountable for ensuring Pathways residents receive the highest quality experience possible.You will be the first point of contact for...

  • Resident Experience Manager

    2 weeks ago

    Sydney, New South Wales, Australia beBeeSupport Full time $40,000 - $55,000

    Customer Service CoordinatorAs a Customer Service Coordinator at our organization, you will have the opportunity to build a rewarding career by developing your skills in customer-focused support and resident experience management.We are seeking a passionate, professional with a background in reception or hospitality to join our team as a Customer Service...

  • Resident Experience Specialist

    6 days ago

    Sydney, New South Wales, Australia beBeeWellbeing Full time $100,000 - $120,000

    Job OverviewThe Manager of Resident Experience will develop and lead initiatives to support the wellbeing of residents in our Care Community. This role involves creating opportunities for engagement, social events, and activities that foster a sense of community and promote physical, emotional, and spiritual wellbeing.Main ResponsibilitiesDevelop and lead...

  • Resident Experience Specialist

    1 week ago

    Sydney, New South Wales, Australia Bebeewellbeing Full time

    Student Living Experience ManagerAbout this role:You will play a central part in crafting and implementing programmes that elevate student wellbeing, community, and connection. Our aim is to deliver an exceptional living experience for residents.Key responsibilities:Design and execute engaging social, wellness, and educational initiatives that cater to...

  • Senior Resident Experience Manager

    2 weeks ago

    Sydney, New South Wales, Australia beBeeLifestyle Full time $60,000 - $70,000

    Job DescriptionAs a Lifestyle Team Leader, you will be responsible for leading a team of lifestyle specialists to deliver engaging lifestyle programs and activities to residents.Lead, develop and mentor lifestyle Aged Care Employees (ACE) Levels 1-4, including performance management.Design, plan, deliver and assess activity and lifestyle programs for...

  • Resident Experience Specialist

    2 weeks ago

    Sydney, New South Wales, Australia beBeeWellbeing Full time $75,000 - $96,000

    Student Living Experience ManagerAbout this role:You will play a central part in crafting and implementing programmes that elevate student wellbeing, community, and connection. Our aim is to deliver an exceptional living experience for residents.Key responsibilities:Design and execute engaging social, wellness, and educational initiatives that cater to...

  • Resident Experience Coordinator

    2 weeks ago

    Sydney, New South Wales, Australia beBeeCare Full time $90,000 - $110,000

    About Lifestyle ProgramsThis role presents an exceptional opportunity to work in a state-of-the-art environment, delivering quality care and offering a range of amenities.Designing and implementing comprehensive lifestyle programs for residents.Coordinating, supervising, and participating in the daily delivery of lifestyle and therapy programs under the...

  • Resident Experience Champion

    2 weeks ago

    Sydney, New South Wales, Australia beBeeExperience Full time $100,000 - $110,000

    Job DescriptionWe are seeking a Resident Experience Champion to join our team. This is a permanent part-time role, working 4 days a week which includes a Saturday.Your Responsibilities:Deliver exceptional customer experiences and ensure seamless coordination of services.Build strong relationships with key stakeholders (internal and external).Guide customers...

  • Care Manager

    2 weeks ago

    Sydney, New South Wales, Australia beBeewellbeing Full time $15,900

    We are seeking a skilled and compassionate individual to join our team as a Wellbeing and Lifestyle Assistant in our Residential Aged Care home. The successful candidate will be responsible for planning, implementing, and evaluating activities and lifestyle programs designed to enhance the wellbeing of our residents.About the Role:Key Responsibilities:Plan...

  • Resident Experience Champion

    2 weeks ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $80,000 - $120,000

    Transforming retirement living is at the heart of our purpose: to create a sense of home, connection, and support for our residents. Every interaction counts.The OpportunityIn this role, you will be the driving force behind our customer feedback and wellbeing initiatives. You will oversee national surveys, track insights, manage escalated complaints, and...