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Promotions should create momentum, not anxiety.

In this episode of the Multifamily Women Podcast, Carrie Antrim sits down with Jackie Musto, Associate Director of Brand and People Excellence at Mark-Taylor, to explore how skills-based development, neuroscience-informed leadership, and intentional career pathways are transforming retention and team performance in multifamily.

Jackie’s career journey from leasing consultant to leadership development strategist offers a powerful perspective on what actually motivates people to grow inside an organization and why many promotions fail.

The conversation reveals a critical insight for leaders.

Many organizations promote based on tasks, when they should be developing people based on skills.

By mapping job responsibilities to the underlying human skills required for success, leaders can create clearer development paths, reduce imposter syndrome after promotions, and give team members the confidence to grow into new roles.

Why promotions often fail in the first 90 days
Jackie explains how new roles require completely different skill sets and why preparing people for those skills dramatically improves retention.

How skills pathways create real career clarity
Instead of vague feedback or task-based training, team members evaluate themselves on specific skills and receive targeted learning to close the gap.

How neuroscience impacts leadership and motivation
Understanding survival, emotional, and executive brain states helps leaders approach conflict, feedback, and performance conversations with more empathy and better outcomes.

How Mark-Taylor is building technical and service career ladders
Proprietary certification programs allow service team members to earn recognized credentials and additional pay for skills in HVAC, electrical, plumbing, OSHA, and EPA.

Why clarity is the real driver of retention
Many employees leave not because of compensation, but because they cannot see their future inside the company.

The skills every future leader needs to develop
Persuasive communication, emotional intelligence, and the ability to navigate difficult conversations.

According to Jackie, one of the most important mindset shifts leaders can make is recognizing that:

A promotion is not just advancement. It is a completely different job.

When organizations prepare people for the skills behind the role, instead of just the tasks inside it, they dramatically increase confidence, engagement, and long-term success.

Jackie also shares guidance for women in multifamily who want to grow into leadership.

Instead of simply working harder, focus on identifying your strongest skills and intentionally applying them to new challenges.

Growth comes from leveraging strengths and learning new capabilities, not from trying to be perfect in every task.

LinkedIn: https://www.linkedin.com/in/jackie-musto-msml-490402130/

Connect with Multifamily Women®:

Multifamily Women® Summit: https://multifamilywomen.com/
Carrie Antrim on LinkedIn: https://www.linkedin.com/in/carrieantrim/
Be a Guest on the Podcast or at the Summit: https://apps.multifamilywomen.com/speakingrequest
Multifamily Women® Leadership Series: https://apps.multifamilywomen.com/join

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What if your marketing drove fewer leads and you celebrated? That is the mindset shift Debbie Rae Peters, Managing Director of Property Marketing and Leasing at Rose Associates, brings to this conversation. With more than 30 years in the New York metro multifamily market, Debbie Rae shares how qualified demand, strategic channel alignment, and strong collaboration with revenue management drive real performance across a growing Northeast portfolio.

We get tactical quickly. Debbie Rae explains how to align pricing strategy with marketing channels so each asset attracts the right renter, not just more clicks. She breaks down how auditing the renter journey uncovers broken phone numbers, clunky forms, and disconnects between corporate marketing and on site teams. We explore how chatbots and AI accelerate response times and touring, and where the critical human handoff must happen to preserve empathy, context, and trust. The result is stronger lead to lease conversion, better buy in from site teams, and marketing that actually supports operations.

Beyond performance metrics, this episode dives into culture. Debbie Rae shares how weekly one on ones, team huddles, transparency, and celebrating wins build resilience during growth and change. We also spotlight Rose Associates’ seven employee resource groups and how belonging, community giving, and intentional programming have elevated engagement scores and strengthened resident relationships. Her leadership philosophy is simple but powerful. Pause before reacting. Lead with positivity. Model the culture you want to see.

If you are responsible for marketing performance, leasing KPIs, or building stronger teams in multifamily, this conversation delivers both a strategic roadmap and a leadership playbook.

Follow the Multifamily Women Podcast and share this episode with other leaders who care about performance, culture, and building communities that thrive.

Connect with Debbie Rae on LinkedIn: https://www.linkedin.com/in/debbie-rae-peters/
Connect with Rose Associates: https://www.rosenyc.com/

Connect with Multifamily Women®:

Multifamily Women® Summit: https://multifamilywomen.com/
Carrie Antrim on LinkedIn: https://www.linkedin.com/in/carrieantrim/
Be a Guest on the Podcast or at the Summit: https://apps.multifamilywomen.com/speakingrequest
Multifamily Women® Leadership Series: https://apps.multifamilywomen.com/join

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Change moves fast, but your teams don’t have to break to keep up. We sit down with Kim Senn Cross, Founder and CEO of The KSC Group, to unpack three decades of multifamily technology, the art of fear management during implementations, and how to build a tech stack that truly serves residents and staff. From orange and green screens to AI copilots, Kim explains why the real win is turning people into reviewers instead of doers and how tight integrations cut friction for leasing, maintenance, and accounting.

Kim also shares why sponsoring the Multifamily Women® Summit has been an easy yes since its inception. Having built her career in an era when women in technology leadership were rare, she believes it is a responsibility to lift the next generation. She reflects on the power of safe spaces, vulnerability, and her experience stepping onto the My Stage, My Story platform in 2025. For Kim, investing in women leaders is not optional. It is how ceilings stay broken and confidence compounds across the industry.

Kim shares a vivid case study where AI powered document processing transformed commercial lease onboarding, slashing manual hours while improving data accuracy. She breaks down her Goldilocks theory of proptech. Avoid too little. Avoid too much. Insist on systems that actually talk to each other. The conversation gets practical. Whole company listening sessions to surface hidden Excel work, staged rollouts with 90 day support cycles, and the rise of AI champions who set prompt standards, protect data privacy, and help teams ask smarter questions. The payoff is real time visibility for executives, cleaner accruals and T12s for brokers, and fewer headaches for site teams.

We also dive into purpose. Kim’s work in the community can deliver more than NOI by training and placing candidates facing homelessness into leasing and maintenance roles paired with discounted housing. It is a powerful reminder that the right systems and the right support can change careers, families, and communities.

If you are an operator overwhelmed by rapid change, or a leader ready to audit your stack and grow with less chaos, this conversation offers a clear path. Start with people. Choose core systems wisely. Phase the rest. Measure what matters.

If this resonates, follow the show, share it with your team, and leave a review.

Connect with Kim on LinkedIn: https://www.linkedin.com/in/kimsenncross/

Learn more and connect with The KSC Group: https://thekscgroup.com/

Connect with Multifamily Women®:

Multifamily Women® Summit: https://multifamilywomen.com/
Carrie Antrim on LinkedIn: https://www.linkedin.com/in/carrieantrim/
Be a Guest on the Podcast or at the Summit: https://apps.multifamilywomen.com/speakingrequest
Multifamily Women® Leadership Series: https://apps.multifamilywomen.com/join