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Added 28 mins ago
AP
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Groupe Society

Gestionnaire, Expérience client et location

Montreal, QC, Canada

Full-time

Apply on LinkedIn About employer

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Job details

Job type: Full-time
Apply by: May 5, 2027
Posting language: English · French
Posted: Nov 6, 2026

Original job description

English section of this bilingual listing.

Groupe Society is looking for a full-time, on-site Manager, Client Experience and Leasing, to lead leasing and the resident experience for a multi-residential project of approximately 800 units across 4 buildings, at the heart of the Voltige community.

This person leads a team of 4 coordinators, one per building, who serve as the main point of contact for tenants. They are accountable for tenant satisfaction and retention, leasing performance, and reporting to management, and are the escalation point for anything beyond the coordinators’ level.

This role is designed for experienced property managers who are people-oriented first.

Client Experience and Community Life

Create an exceptional tenant experience that sets the project apart and drives tenant retention.
Plan and organize a calendar of resident events (welcoming new tenants, seasonal activities, gatherings in common areas), with support from the coordinators.
Build connections within the Voltige community: foster interaction among residents and develop partnerships with local businesses and organizations.
Gather tenant feedback and propose improvements to the experience offered.

Leasing Management

Manage leasing for the entire project, from inquiry through lease signing and key handover.
Screen applications: credit checks, income and employment verification, previous landlord references. Make approval decisions based on criteria set by management.
Maintain an up-to-date inventory of available and upcoming units by building and unit type.
Prepare lease renewal notices.
Prepare leasing reports for management: occupancy rate, vacant units and re-leasing time, new leases, renewals and move-outs, achieved rents versus target rents, and number of applications received and approved.
Recommend adjustments to the leasing strategy (rents, incentives, marketing) based on this data.

Tenant Relations and Collections

Handle cases escalated by the coordinators: serious conflicts, repeated complaints, major breaches of building rules.
Decide on exception requests (goodwill gestures, lease terminations, lease assignments and subleases).
Oversee collections: follow-up on arrears and payment arrangements beyond the coordinators’ first-level reminders.
Prepare and manage files before the Tribunal administratif du logement (non-payment, lease termination, rent fixing), working with lawyers and bailiffs through to the enforcement of judgments.

Coordinator Supervision

Supervise the 4 coordinators: priorities, schedules, weekly team meetings and one-on-one check-ins.
Provide coaching, training and annual performance reviews, and take part in hiring.
Arrange coverage during vacations, leaves and absences so that no building is left without a point of contact.
Standardize practices across the 4 buildings: processes, tenant communication templates, target response times and escalation matrix.
Track service indicators by building: request processing time, open work orders and recurring complaints.

Operations Follow-Up

Follow up on service calls handled by the coordinators and suppliers: timeliness, prioritization across buildings, and approval of work above the set threshold.
Coordinate unit turnover between tenants to minimize re-leasing time.
Assess unit damage after a tenant moves out and determine charges to be billed back, distinguishing damage from normal wear and tear.
Ensure, with suppliers, that the buildings’ preventive maintenance program is followed.
In emergencies or casualty events (water damage, outages, fires): coordinate responders, communicate with tenants and follow up on insurance claims.

Qualifications

5+ years of experience in multi-residential property management, including at least 2 years supervising a team.
Strong customer service orientation and enjoyment in building relationships with tenants and the community.
Solid knowledge of the Civil Code of Québec as it applies to residential leases and of Tribunal administratif du logement procedures.
Experience in application screening and high-volume leasing; experience with the lease-up of a new development is an asset.
Comfortable with numbers and reporting: budgets, variance tracking, leasing indicators.
Proficiency with property management software and Microsoft Office.
Leadership, sound judgment and composure in conflict or emergency situations.
French and English, spoken and written.

Read the full bilingual original

Sommaire du poste

Groupe Society recherche un(e) gestionnaire, Expérience client et location, en présentiel à temps plein, pour piloter la location et l’expérience offerte aux locataires d’un projet multirésidentiel d’environ 800 logements répartis dans 4 immeubles, au cœur de la communauté Voltige.

La personne dirige une équipe de 4 coordonnatrices, une par immeuble, qui sont les personnes-ressources des locataires. Elle est responsable de la satisfaction et de la rétention des locataires, de la performance locative et de la reddition de comptes à la direction. Elle est le point d’escalade pour tout ce qui dépasse le niveau des coordonnatrices.

Ce rôle s’adresse à des gestionnaires immobiliers d’expérience qui aiment d’abord le contact avec les gens.

Expérience client et vie communautaire

Créer une expérience locataire exceptionnelle, qui distingue le projet et favorise la rétention des locataires.
Planifier et organiser un calendrier d’événements pour les résidents (accueil des nouveaux locataires, activités saisonnières, rencontres dans les espaces communs), avec l’appui des coordonnatrices.
Tisser des liens dans la communauté de Voltige : favoriser les rencontres entre résidents et développer des partenariats avec les commerces et organismes du quartier.
Recueillir la rétroaction des locataires et proposer des améliorations à l’expérience offerte.

Gestion de la location

Gérer la location de l’ensemble du projet, de la réception des demandes jusqu’à la signature du bail et la remise des clés.
Analyser les candidatures : enquête de crédit, vérification des revenus et de l’emploi, références des anciens propriétaires. Décider l’acceptation selon les critères établis par la direction.
Tenir à jour l’inventaire des logements disponibles et à venir par immeuble et par typologie.
Préparer les avis de renouvellement de bail.
Préparer des rapports de location pour la direction : taux d’occupation, logements vacants et délais de relocation, nouvelles signatures, renouvellements et départs, loyers obtenus par rapport aux loyers visés, et nombre de candidatures reçues et acceptées.
Proposer des ajustements à la stratégie de location (loyers, incitatifs, mise en marché) à partir de ces données.

Relations avec les locataires et recouvrement

Prendre en charge les dossiers escaladés par les coordonnatrices : conflits sérieux, plaintes répétées, manquements graves au règlement d’immeuble.
Décider des demandes d’exception (gestes commerciaux, résiliations de bail, cessions et sous-locations).
Superviser le recouvrement : suivi des arrérages, ententes de paiement au-delà des rappels de premier niveau faits par les coordonnatrices.
Monter et suivre les dossiers au Tribunal administratif du logement (non-paiement, résiliation, fixation de loyer), en lien avec les avocats et huissiers, jusqu’à l’exécution des jugements.

Encadrement des coordonnatrices

Superviser les 4 coordonnatrices : priorités, horaires, rencontres d’équipe hebdomadaires et suivis individuels.
Assurer le coaching, la formation et l’évaluation annuelle du rendement, et participer au recrutement.
Organiser la couverture lors des vacances, congés et absences pour qu’aucun immeuble ne reste sans personne-ressource.
Uniformiser les façons de faire entre les 4 immeubles : processus, gabarits de communication aux locataires, délais de réponse cibles et grille d’escalade.
Suivre les indicateurs de service par immeuble : délai de traitement des demandes, bons de travail ouverts et plaintes récurrentes.

Suivi des opérations

Faire le suivi des appels de service traités par les coordonnatrices et les fournisseurs : respect des délais, arbitrage des priorités entre immeubles, approbation des travaux au-delà du seuil fixé.
Coordonner la préparation des logements entre deux locataires pour limiter les délais de relocation.
Évaluer les dommages au logement après le départ d’un locataire et déterminer les frais à lui refacturer, en distinguant les dommages de l’usure normale.
S’assurer, avec les fournisseurs, du respect du programme d’entretien préventif des immeubles.
Lors d’urgences ou de sinistres (dégâts d’eau, pannes, incendies) : coordonner les intervenants, communiquer avec les locataires et faire le suivi des réclamations d’assurance.

Profil recherché

5 ans ou plus d’expérience en gestion d’immeubles multirésidentiels, dont au moins 2 ans en supervision d’équipe.
Sens aigu du service à la clientèle et plaisir à créer des liens avec les locataires et la communauté.
Bonne connaissance du Code civil du Québec en matière de bail résidentiel et des procédures au Tribunal administratif du logement.
Expérience en analyse de candidatures et en location à volume élevé; une expérience de mise en location d’un projet neuf est un atout.
Aisance avec les chiffres et les rapports : budgets, suivi d’écarts, indicateurs de location.
Maîtrise d’un logiciel de gestion locative et de la suite Office.
Leadership, jugement et calme en situation de conflit ou d’urgence.
Français et anglais, à l’oral et à l’écrit.

***Position Summary

This role is designed for experienced property managers who are people-oriented first.

Client Experience and Community Life

Create an exceptional tenant experience that sets the project apart and drives tenant retention.
Plan and organize a calendar of resident events (welcoming new tenants, seasonal activities, gatherings in common areas), with support from the coordinators.
Build connections within the Voltige community: foster interaction among residents and develop partnerships with local businesses and organizations.
Gather tenant feedback and propose improvements to the experience offered.

Leasing Management

Manage leasing for the entire project, from inquiry through lease signing and key handover.
Screen applications: credit checks, income and employment verification, previous landlord references. Make approval decisions based on criteria set by management.
Maintain an up-to-date inventory of available and upcoming units by building and unit type.
Prepare lease renewal notices.
Prepare leasing reports for management: occupancy rate, vacant units and re-leasing time, new leases, renewals and move-outs, achieved rents versus target rents, and number of applications received and approved.
Recommend adjustments to the leasing strategy (rents, incentives, marketing) based on this data.

Tenant Relations and Collections

Handle cases escalated by the coordinators: serious conflicts, repeated complaints, major breaches of building rules.
Decide on exception requests (goodwill gestures, lease terminations, lease assignments and subleases).
Oversee collections: follow-up on arrears and payment arrangements beyond the coordinators’ first-level reminders.
Prepare and manage files before the Tribunal administratif du logement (non-payment, lease termination, rent fixing), working with lawyers and bailiffs through to the enforcement of judgments.

Coordinator Supervision

Supervise the 4 coordinators: priorities, schedules, weekly team meetings and one-on-one check-ins.
Provide coaching, training and annual performance reviews, and take part in hiring.
Arrange coverage during vacations, leaves and absences so that no building is left without a point of contact.
Standardize practices across the 4 buildings: processes, tenant communication templates, target response times and escalation matrix.
Track service indicators by building: request processing time, open work orders and recurring complaints.

Operations Follow-Up

Follow up on service calls handled by the coordinators and suppliers: timeliness, prioritization across buildings, and approval of work above the set threshold.
Coordinate unit turnover between tenants to minimize re-leasing time.
Assess unit damage after a tenant moves out and determine charges to be billed back, distinguishing damage from normal wear and tear.
Ensure, with suppliers, that the buildings’ preventive maintenance program is followed.
In emergencies or casualty events (water damage, outages, fires): coordinate responders, communicate with tenants and follow up on insurance claims.

Qualifications

5+ years of experience in multi-residential property management, including at least 2 years supervising a team.
Strong customer service orientation and enjoyment in building relationships with tenants and the community.
Solid knowledge of the Civil Code of Québec as it applies to residential leases and of Tribunal administratif du logement procedures.
Experience in application screening and high-volume leasing; experience with the lease-up of a new development is an asset.
Comfortable with numbers and reporting: budgets, variance tracking, leasing indicators.
Proficiency with property management software and Microsoft Office.
Leadership, sound judgment and composure in conflict or emergency situations.
French and English, spoken and written.

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More about this job

Responsibilities

Lead leasing and tenant experience across a four-building, approximately 800-unit residential project, including resident engagement, application screening, lease administration, tenant escalations, and collections. Supervise four coordinators, monitor leasing and service performance, coordinate property operations and emergencies, and report to management.

Requirements

Requires at least five years of multi-residential property management experience, including at least two years supervising a team, along with strong customer service and high-volume leasing experience. Candidates should know Québec residential tenancy law and Tribunal administratif du logement procedures, be comfortable with reporting and property management software, and communicate in French and English.

Skills

Multi-Residential Property Management
Leasing Management
Tenant Relations
Customer Service
Team Supervision
Community Engagement
Application Screening
Lease Administration
Collections
Tribunal Case Management
Performance Reporting
Budget and Variance Tracking
Property Operations
Preventive Maintenance
Conflict Resolution
Emergency Coordination

Visa sponsorship

Not detected in the job text

Keywords

Multi-Residential Property Management
Residential Leasing
Tenant Experience
Tenant Retention
Resident Events
Community Partnerships
Application Screening
Credit Checks
Income and Employment Verification
Lease Renewals
Occupancy Rate
Leasing Performance Indicators
Rent Strategy
Tenant Collections
Civil Code of Québec
Lease Terminations
Lease Assignments
Subleases
Team Coaching
Performance Reviews
Service Indicators
Work Orders
Unit Turnover
Preventive Maintenance
Insurance Claims
Property Management Software
Microsoft Office
French
English

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