Bilingual Communications Specialist

The Communications Specialist will support our property management teams nationally, and will play a pivotal role in maintaining consistency in service and communication across all our multi-residential buildings. This multifaceted role requires a strategic and proactive approach to customer service, communication, and brand management

This role offers a unique opportunity to blend customer service excellence with strategic communication, contributing to the overall success and positive image of the multi-residential portfolio.

RESPONSIBILITIES

Consistent Service and Communication:

• Collaborate with property site teams to establish and uphold consistent communication and customer service protocols with customers
• Implement and oversee communication strategies, ensuring alignment with brand guidelines and values
• Oversee company general email mailboxes, addressing and coordinating customer requests, questions, or grievances by collaborating with property site teams or head office team

Brand Protection:

• Develop and implement communication strategies that not only reflect the company's vision, purpose, culture, and values but also ensure a unified brand voice
• Conduct regular brand audits across the portfolio to ensure adherence to customer service and communication guidelines across all channels

Resident Satisfaction Analysis:

• Analyze resident satisfaction results and resident feedback to identify specific communication-related trends. Summarize into an overall report for the portfolio and each property highlighting areas where we improved and areas that need further improvement

Communication & Marketing:

• Create customized communication pieces and templates specifically designed for residential audiences, encompassing our resident information website, resident advisories, posters, and elevator screens
• Work in tandem with the internal corporate communications team to uphold brand standards company-wide, ensuring alignment with the multi-residential team

Website and Content Creation:

• Oversee the resident information website to ensure it functions as a dependable and uniform information hub for residents. Identify strategies to boost site traffic and encourage repeat visits
• Develop and curate content for lifestyle blog articles catered to apartment living with a focus on enhancing resident engagement through effective communication
• Collaborate with property teams to collect innovative content, including visual stories and testimonials for communication materials. Partner with our marketing team to boost visibility on platforms like Google reviews and social media

Resident Portal - User Adoption

• Drive initiatives to enhance user adoption on the resident portal by identifying and implementing strategies to increase engagement and usage among residents at each property

Reporting, and Collaboration:

• Provide regular reports on communication effectiveness, resident engagement, and brand perception
• Collaborate with internal teams, including leasing, residential operations, and finance, to ensure unified brand messaging
• Manage the tracking of vendor invoices and facilitate their submission to the finance department for processing

QUALIFICATIONS

• Post secondary degree or diploma with a focus on marketing or communications or a related field
• 3+ years communications or customer service experience
• Demonstrated experience in customer service, communications, or property management
• Advanced knowledge of the Office 365 and experience with design software (ie Adobe Creative suite, InDesign, and photoshop) is an asset
• Experience managing websites using WordPress or another CMS a bonus
• Proficient analytical skills with the ability to interpret data and identify trends
• Proven ability to think strategically, be creative, take initiative, and influence and engage stakeholders
• Exceptional written and verbal communication skills in English, and proficiency in French, both written and spoken.
• Ability to lead projects and work independently

Key Competencies:

• Customer-focused mindset
• Strategic thinking and planning
• Outstanding interpersonal and collaboration skills
• Meticulous attention to detail with strong organizational abilities
• Capacity to thrive in a fast-paced and dynamic environment.
• Creative thinking to drive innovative solutions
• Ability to work well under pressure and meet deadlines effectively.
• Self-motivated with the ability to work independently
• Ability to work with multiple teams dynamically, understanding their different needs and requirements

The base salary for this position is between $50,900.00 to $76,400.00 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.