National Director of Resident Engagement

Description

Role Overview

The National Director of Engagement leads and elevates the lifestyle experience across the entire portfolio. This role oversees the lifestyle team company-wide, ensures consistent programming and adherence to lifestyle standards at every community, and builds the training, tools, and performance metrics that allow local teams to deliver an exceptional, engaging resident experience.

This individual should be a strategic, hands-on leader who can coach and train Activity Directors, audit and elevate programming quality, and translate resident engagement into measurable, trackable performance data for leadership.

Key Responsibilities

Team Leadership & Training

• Provide leadership, direction, and support to Lifestyle and Engagement teams across the portfolio.
• Serve as the organization’s subject-matter expert for resident engagement and lifestyle programming.
• Support the onboarding and training of new Lifestyle/Activity Directors. 
• Develop standardized training, resources, tools, and best practices for community teams. 
• Partner with Lifestyle Ambassadors to facilitate training, share best practices, mentor community teams, and delegate portfolio-wide initiatives. 
• Identify high-performing programs and communities and create opportunities to replicate successful practices across the portfolio.

Programming & Standards

• Develop and implement engagement programming across all communities
• Audit current calendars, activities, and overall adherence to lifestyle standards at each community
• Identify opportunities to enhance programming based on resident interests, community demographics, and emerging senior living trends.
• Ensure programming provides an appropriate balance of social, physical, intellectual, emotional, purposeful, and community-based engagement opportunities. 
• Partner with regional and community leadership to address performance gaps and strengthen execution.
• Ensure Lifestyle teams are posting on social media a minimum of 3 times/week – track and assist in promoting this standard.

Performance & Analytics

• Support organizational goals related to resident satisfaction and the overall resident experience. 
• Analyze resident feedback and satisfaction results to identify trends and opportunities related to lifestyle and engagement. 
• Develop KPIs, scorecards, and executive dashboards to measure the effectiveness of engagement programs across the portfolio. 
• Monitor performance and provide regular reporting and recommendations to senior leadership. 
• Establish measurable expectations for participation, programming quality, resident satisfaction, and execution of company initiatives. 
• Track and monitor social media postings.

Technology & Innovation

• Champion effective use of LifeLoop across communities. 
• Utilize LifeLoop data and reporting to evaluate programming, participation, and engagement trends. 
• Identify technology, partnerships, programming resources, and innovative approaches that can enhance the resident experience. 
• Continually evaluate opportunities to make Lifestyle teams more effective and programming more impactful.

Requirements

Skills & Qualifications

• Minimum 5 years of Lifestyle, Life Enrichment, Activities, or Resident Engagement experience within senior living. 
• Multi-community, regional, or corporate senior living experience strongly preferred. 
• Demonstrated experience developing and implementing programming and engagement initiatives. 
• Experience with LifeLoop strongly preferred. 
• Social media experience and understanding.
• Strong understanding of senior living operations and the resident experience. 
• Experience developing training programs and coaching community-based team members. 
• Ability to analyze performance data and translate findings into actionable strategies. 
• Excellent written, verbal, presentation, and interpersonal communication skills. 
• Strong organizational and project-management skills with the ability to manage multiple initiatives across a geographically dispersed portfolio. 
• Ability and willingness to travel to communities as needed.