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JBG SMITH · 2 hours ago

Manager, Engagement

US-MD-Bethesda

Full-time

Onsite

Mid Level

$68K/yr - $75K/yr

JBG SMITH is dedicated to delivering exceptional customer service and creating tailored experiences for their communities. The Manager, Engagement is responsible for leading and coordinating engagement, retention, and amenity initiatives across the company's portfolio, partnering with various teams to enhance community connection and support retention.

Commercial Real EstateProperty ManagementReal Estate Investment

Responsibilities

Coordinate and execute engagement-driven programs, activations, and events in partnership with property and corporate teams

Coordinate annual department-wide events, including annual meetings, summer events, and holiday celebrations

Partner with property teams on property-level initiatives, including structured review and deep-dive analysis of Kingsley, Grace Hill, and J Turner survey data, resident and tenant feedback, and related benchmarks, and support follow-through actions to address engagement, amenity, and experience opportunities

Partner with the Operations Project Management team on property acquisitions to support resident and tenant transitions, including onboarding communications, engagement initiatives, and continuity of experience when properties are brought into the portfolio

Partner with Marketing on large commercial tenant leases, openings, residential VIPs, and new tenant move-ins to support engagement strategies, welcome events, and curated gifting or promotions that create a strong first impression and reinforce community connection

In alignment with the company’s Empowerment Program, serve as a centralized engagement and retention support resource during resident- or tenant-impacting issues. Partner with property teams to determine when proactive engagement versus targeted mitigation efforts are appropriate, supporting outreach, experiences, or goodwill gestures as needed without replacing on-site ownership, and raising budget considerations and implications as appropriate

Utilize CRM IQ to log and track resident- and tenant-specific engagement and retention activities, ensuring actions are documented, follow-through is completed, and insights synthesized and shared with property teams and leadership as appropriate

Manage registrations, communications, surveys, and post-initiative analysis to assess return on investment and effectiveness, including participation rates, feedback and sentiment, and indicators of resident and tenant satisfaction

Support retail leasing and activation initiatives in coordination with Marketing, including events and programs designed to increase visibility, traffic, and tenant engagement

Prioritize sourcing event programming, services, and experiences through in-portfolio retail tenants whenever possible to support leasing and cross-promotion

Ensure event spend is aligned with retail leasing, marketing objectives, and supports mutual value creation

Coordinate cross-promotional opportunities that benefit residents, tenants, retailers, and the surrounding community

Manage tenant and resident amenity programs at the property level, including in-home services, dry cleaning, pet spas, pet-related service providers, food locker adoption, package room adoption, and other on-site or lifestyle amenity offerings

Partner with Operations and Property Management to ensure amenity programs are appropriate for each asset and aligned with tenant and resident needs

Partner closely with Operations Management on technology and property amenity launches, supporting rollout planning, resident and tenant communications, adoption strategies, and post-launch follow-through to ensure successful implementation and utilization

Monitor adoption, utilization, and satisfaction across amenity programs

Evaluate vendor performance and recommend program adjustments, enhancements, or changes as needed

Support the rollout and ongoing management of new amenity initiatives

Oversee the events consultant to ensure established standards are consistently met

Develop and maintain event and engagement standards in alignment with Property Operations and Marketing to ensure programs are operationally sound, on brand, and scalable across the portfolio

Build and manage relationships with vendors supporting engagement initiatives and amenity programs, with a preference for in-portfolio partners where appropriate

Ensure vendors meet service standards, budget expectations, and operational requirements

Develop and manage event and engagement budgets, including forecasting, tracking, and reconciliation

Process invoices related to events, engagement initiatives, and amenity programs, ensuring accuracy, proper coding, and timely submission

Utilize Excel and other tools to track spend, participation, adoption, and performance metrics

Analyze data from registrations, surveys, and amenity usage to support predictive insights and continuous improvement

Monitor competitive properties and market trends related to engagement, amenities, and programming, translating insights into practical recommendations to maintain competitiveness and support retention

Support internal engagement and communication efforts, including updates to Pingboard and other internal platforms to keep property teams connected

Maintain and manage an internal web page or resource hub to support property teams in executing resident and tenant events, programs, and engagement touchpoints

Coordinate the development of event and engagement collateral, including flyers and related materials, in coordination with Marketing and Property Management, ensuring accuracy and operational alignment

Coordinate the execution and distribution of approved engagement and event collateral at the property level, ensuring timely placement, consistency, and follow-through

Oversee ongoing content management and distribution for directories, Navigo, and transit screens, ensuring information remains accurate, consistent, and aligned with operational and engagement needs

Manage event photography standards and processes, including coordinating photographer selection, briefing, scheduling, and post-event deliverables. Ensure photography aligns with brand, engagement, and documentation standards, and oversee content review, organization, and distribution. Communicate outcomes, best practices, and guidance back to property teams to reinforce standards and inform future engagement efforts

Maintain regular touchpoint communications with on-site teams (e.g., monthly updates, toolkits, or highlights) to share engagement ideas, reinforce standards and policies, highlight successful programs, and support consistent, high-quality event execution across the portfolio

Maintain engagement and amenity calendars, tracking tools, and documentation

Manage and reinforce event standards across the portfolio, ensuring consistent adoption and implementation by on-site teams. Equip properties with a defined set of standard event items (e.g., branded tablecloths and core supplies) and clear guidance to support high-quality, on-brand events, reducing reliance on shared inventory and cross-property transport. Where applicable, coordinate limited shared event resources to support portfolio needs

Provide reporting and insights to support operational decision-making and engagement and retention strategies

Qualification

Engagement program managementEvent coordinationData analysisCRM proficiencyBudget managementCommunicationOrganizational skillsCollaborationCustomer-oriented mindset

Required

Proficiency in Microsoft Word, Outlook, and Excel

Experience using CRM platforms and internal systems to track engagement, communications, and outcomes

Strong analytical skills with the ability to interpret participation, feedback, and performance data to inform decisions

Ability to quickly learn and effectively use internal tools, platforms, and property management systems

Strong organizational, communication, and coordination skills

Ability to manage multiple initiatives simultaneously while maintaining attention to detail

Sound judgment and discretion when handling sensitive or confidential matters

Ability to work collaboratively across teams and levels of the organization

Self-motivated, adaptable, and comfortable operating in a dynamic environment

Professional demeanor with a strong customer- and community-oriented mindset

Benefits

A generous discretionary bonus will be offered.

Company

JBG SMITH

Glassdoor3.8

An S&P 400 company that owns, operates, invests and develops assets concentrated in leading urban infill submarkets. It is a sub-organization of LEO Impact Capital.

Founded in 1960