Who are we?
We are a growth-oriented company that own and operate the highest quality rental communities across Canada. We offer our residents attractive, comfortable and secure homes and are constantly seeking talented individuals to join our team. Our employees are essential to the success of our communities and we consider them our most valuable assets. We proudly invest in our employees’ learning and growth through our Mentorship Program and our Leadership Development Program, offered in partnership with Concordia University. As a recognized 2025 Mercer Best Employer, we are proud to be an equal opportunity employer that celebrates the diversity of the communities where we live and do business. This is reflected in the incredible progress we've made in raising our Engagement Score above the Canadian Top Quartile. It's a testament to the dedication of our people across the country. Together, we will continue to raise our levels of employee engagement.
Position Summary:
CAPREIT is seeking a proactive, detail-oriented and adaptable bilingual communications professional to provide cross-functional support across the Strategic Resident Experience and Communications team. This role combines resident communications, reputation management, social media and digital content, program coordination, reporting and data analysis to support resident engagement, operational effectiveness and CAPREIT’s brand reputation.
Reporting to the Senior Manager, Strategic Resident Experience and Communications, the Bilingual Communications Coordinator will support a broad portfolio of strategic and operational initiatives, including resident communications, online reputation management, resident feedback and escalation programs, surveys, and internal and external communications. The successful candidate will help transform resident feedback and performance data into actionable insights, while ensuring communications are timely, accurate, accessible and aligned with CAPREIT’s brand standards.
The ideal candidate is an organized, collaborative and analytical communications professional who can manage competing priorities, adapt to changing business needs and move seamlessly between projects. They demonstrate sound judgment, strong written and verbal communication skills, attention to detail and a resident-focused mindset, with the ability to work independently while supporting the broader needs of the team.
Key Responsibilities:
Resident Communications
- Develop, edit, review, coordinate and distribute resident communications and notices through CAPREIT’s resident communication tools and other appropriate channels, ensuring accuracy, timeliness, accessibility and alignment with brand standards.
- Support resident engagement initiatives by managing community interactions across social listening platforms and monitoring resident feedback across digital channels.
- Respond to resident inquiries and support CAPREIT’s WeCare and CAPCares programs by documenting, tracking and escalating concerns to the appropriate teams to facilitate timely resolution.
- Monitor and respond to online reviews, including Google Reviews, while identifying recurring concerns, emerging service issues and opportunities to improve the resident experience.
- Support consistent, professional and resident-focused communications across digital, social media, web, print and other channels.
Reputation Management and Feedback Monitoring
- Support the use of reputation management platforms and processes to monitor resident sentiment, online reviews and feedback across CAPREIT’s portfolio.
- Monitor social media channels, review platforms and internal escalation programs to identify emerging issues, recurring themes, service concerns and opportunities for improvement.
- Coordinate the escalation of resident concerns to Operations and other internal stakeholders, as appropriate, and track issues through to resolution.
- Identify trends in resident feedback and online sentiment that may affect resident satisfaction, retention and CAPREIT’s reputation.
- Support initiatives that strengthen resident engagement, improve service delivery and enhance the overall resident experience.
Communications Planning and Content Development
- Develop, coordinate and distribute internal and external communications in support of operational initiatives, campaigns, projects and strategic programs.
- Support social media content development, scheduling, monitoring and engagement across relevant platforms.
- Assist with copywriting, editing, presentations, posters and other visual communications, ensuring content is clear, engaging, accurate and consistent with corporate branding.
- Maintain communications calendars, trackers, templates, resources and other tools to support effective planning and execution.
- Coordinate communications activities across multiple channels and stakeholders, ensuring deliverables are completed within established timelines.
- Support the development and implementation of communications plans that promote resident engagement, operational awareness and strategic priorities.
Program and Project Coordination
- Support the planning, coordination and execution of operational programs and strategic initiatives, including the National Resident Survey, ad hoc surveys and other resident engagement programs.
- Assist with survey administration, data collection, project tracking and related deliverables.
- Coordinate project activities, monitor timelines and milestones, and follow up on outstanding deliverables to support successful execution.
- Provide administrative and project coordination support across the team’s various functions, responding to evolving business priorities and emerging needs.
- Maintain organized documentation, trackers, resources and supporting materials to facilitate collaboration, consistency and efficient workflows.
- Take on new responsibilities and provide support across different areas of the function as priorities evolve.
Reporting, Analytics and Insights
- Compile, organize and analyze data from multiple sources, including social listening tools, online review platforms, resident surveys, internal escalation programs and communications activities.
- Develop and maintain monthly, quarterly and annual key performance indicator (KPI) reporting.
- Prepare dashboards, reports, summaries and presentations that communicate performance trends, resident sentiment, emerging issues and opportunities for improvement.
- Track portfolio-level performance indicators, including response times, escalation outcomes, online sentiment and resident satisfaction.
- Identify patterns, gaps and opportunities within resident feedback, communications workflows and program performance, translating findings into clear, actionable insights.
- Provide reporting and analytical support to inform decision-making by Operations, Risk, senior leadership and other internal stakeholders.
- Support continuous improvement by highlighting opportunities to strengthen processes, enhance communications and improve the resident experience.
Qualifications and Experience
- Bilingual in English and Canadian French, with strong written and verbal communication skills in both languages.
- Post-secondary education in Communications, Marketing, Public Relations, Journalism, Data Analytics or a related field, or an equivalent combination of education and experience.
- 1-3 years of experience in communications, marketing, public relations, social media, customer experience or a related field.
- Strong writing, editing and content development skills, with the ability to adapt messaging for different audiences and communication channels.
- Experience coordinating communications across digital, social media, web and print channels.
- Familiarity with social media platforms, digital communications tools and reputation management or customer feedback platforms.
- Strong analytical skills, including the ability to compile and interpret data, identify trends and communicate insights clearly.
- Proficiency in Microsoft Office, particularly Word, Excel and PowerPoint. Experience with Excel functions, pivot tables, lookups, data cleaning and reporting is an asset.
- Experience with social listening tools, Google Analytics, Google Business Profile and SharePoint is an asset.
- Familiarity with Adobe Creative Suite or other visual content development tools is an asset.
- Excellent organizational and project coordination skills, with the ability to manage multiple priorities and deadlines simultaneously.
- Strong interpersonal skills and the ability to build effective working relationships with internal teams and stakeholders.
- Sound judgment, attention to detail and a commitment to accuracy, quality and consistent corporate branding.
- A customer-first, solutions-oriented mindset, with the ability to respond appropriately to resident concerns and recognize when escalation is required.
- Ability to work independently, take initiative and collaborate effectively in a fast-paced environment.
- Adaptability, creativity and a willingness to learn new tools, processes and responsibilities as business needs evolve.
Compensation & Work Arrangement:
- Competitive Base Salary between $50,000 - $55,000.
- Hybrid Work Model: Minimum 3 days a week in the office.
