Manager, Engagement

Who We Are At JBG SMITH, our team of caring, enthusiastic professionals is dedicated to delivering exceptional customer service. We prioritize creating tailored experiences for our communities, ensuring that their needs remain our highest priority. Position Summary The Manager, Engagement is responsible for leading and coordinating engagement, retention, and amenity initiatives across JBG SMITH’s residential, commercial, and retail portfolio. This role partners closely with Property Operations, Marketing, Leasing, and other internal teams to design, execute, and measure engagement programs, events, and experiences that enhance community connection, support retention, and reinforce brand standards. The position also oversees event and engagement standards, amenity program adoption, vendor coordination, analytics, and internal enablement tools to ensure scalable, high-quality execution across the portfolio. What You'll Do Engagement, Retention, and Programming • 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. Retail Leasing Support and Spend Alignment • 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 Amenity Program Management • 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 Vendor Oversight and Standards • 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 Financial, Analytics, and Market Insight • 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 Internal Communications, Tools, and Collateral Support • 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. Operational Support and Visibility • 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 res