Community Manager – Assistant GM for Student Accommodation

About the role

Sonae Sierra is seeking a proactive Community Manager to act as Assistant General Manager for its purpose‑built student accommodation portfolio. You will be the first point of contact for residents, overseeing their entire journey from arrival to departure while fostering a vibrant community.

Key responsibilities

• Serve as the primary resident liaison, handling enquiries, requests and complaints.
• Manage the full check‑in and check‑out process, including inductions, key handover, inventories and deposit procedures.
• Log, prioritize and track maintenance, catering and general service tickets, coordinating with on‑site teams and contractors.
• Administer room allocations and moves, balancing occupancy optimisation with resident fit.
• Design and deliver a calendar of social, wellbeing and cultural events to boost belonging and retention.
• Provide first‑line pastoral support, recognise welfare concerns and follow escalation protocols.
• Handle conduct and anti‑social behaviour issues with GDPR‑compliant record‑keeping.
• Act as second‑in‑command, covering core GM duties when required.

Required profile

• Minimum 2 years in a customer‑facing residential, hospitality or student‑services role.
• Experience supervising or coordinating a team.
• Background in PBSA, co‑living, build‑to‑rent, residence life or hotel front‑of‑house.
• Proven track record managing high‑volume check‑in/check‑out and resident‑journey processes.
• Experience organising events or community programmes.
• Comfortable with booking/PMS, CRM and maintenance‑ticketing systems while ensuring data‑protection compliance.

Required skills

• Property Management System (PMS) usage
• Customer Relationship Management (CRM) tools
• Maintenance‑ticketing platforms