Lead Management Specialist

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Our national multi-family management company seeks an experienced Retention Specialist with a "Whatever it Takes" attitude to be responsible for managing the leasing lead pipeline by overseeing the process from initial inquiry through appointment scheduling. Once an appointment is secured, the lead is transitioned to the onsite leasing team for tour and follow-up. This role focuses on supporting communities that are underperforming, undergoing resyndication, or short-staffed, ensuring consistent lead management, timely follow-up, and increased leasing performance. The Lead Management Specialist works closely with onsite teams, regional leadership, and marketing to maximize conversions and occupancy while reducing missed opportunities.

Reports To:

Regional Manager, Regional Vice President, or Sr. Regional Vice President.

Essential Duties and Responsibilities:

Lead Oversight & Appointment Management

• Monitor and manage incoming leads from all sources (ILS platforms, websites, phone, email, and walk-ins).

• Oversee communication with prospective residents up to the appointment stage, then transfer leads to onsite teams for execution.

• Ensure timely and professional responses to all inquiries, with emphasis on speed-to-lead best practices.

• Track lead activity and ensure no opportunities are missed, particularly at underperforming or short-staffed communities.

Focus on Key Communities

• Provide targeted support to sites that are underperforming in occupancy, currently undergoing resyndication, or experiencing staffing shortages.

• Serve as a resource to stabilize leasing efforts during transitions or periods of high demand.

• Work with regional leadership to prioritize communities requiring additional lead management support.

Collaboration with Onsite Teams

• Partner with Community Managers and leasing teams to ensure smooth hand-off of leads after appointments are set.

• Provide guidance, coaching, and support on best practices for converting scheduled appointments to signed leases.

• Assist in identifying process gaps that may hinder conversion rates.

Marketing & Outreach Alignment

• Collaborate with marketing to ensure leads generated from campaigns are actively tracked and leveraged.

• Provide feedback on lead quality and outreach effectiveness at targeted sites.

• Suggest adjustments to marketing spend and strategy based on conversion data and site performance.

Reporting & Analysis

• Prepare weekly and monthly reports on lead response times, appointment conversion rates, and leasing performance.

• Analyze trends across assigned communities and recommend corrective strategies.

• Share insights with leadership to inform resource allocation and occupancy goals.

Client & Partner Communication

• Support leadership in presenting lead management performance during client and ownership meetings.

• Ensure transparency by keeping all stakeholders updated on progress, challenges, and successes.

Required Education, Experience, and Skills:

• High school diploma or equivalent required; bachelor’s degree in Business, Marketing, Communications, or related field preferred.

• Minimum of 2–4 years’ experience in leasing, sales, or customer service; multifamily housing experience strongly preferred.

• Knowledge of CRM systems, lead management platforms, and property management software.

• Proven success in sales, customer engagement, or occupancy growth.

• Excellent communication and organizational skills, with ability to manage multiple priorities under deadlines.

• Analytical skills to evaluate lead flow, conversion rates, and occupancy trends.

• Customer-focused mindset with a proactive and solution-oriented approach.

Work Environment:

This position requires regular collaboration with onsite teams and travel to assigned communities, particularly those requiring additional support. Travel may include overnight stays and occasional weekend work during peak leasing periods.

Disclaimer:

This job description is intended to outline the general nature and level of work performed by employees within this classification. It is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Management retains the right to assign or reassign duties as necessary.