A letter from Executive Director of Resident Loyalty Margette Hepfner: Welcome David Dear

Dear Friends and Colleagues,

As you know, I recently joined Bilt as Executive Director of Resident Loyalty after spending the past 12 years in multifamily operations as COO at Willow Bridge. It’s been incredible to watch how our industry continues to evolve, especially in finding new ways to connect technology to real estate and enhance the resident experience.

Today, I’m thrilled to share that David Dear has joined our growing team as Senior Director, Resident Loyalty. Many of you know David from his 23 years at Equity Residential, where he led Marketing, Branding, Digital Customer Experience, Proptech, and Innovation. He was behind some of the most impactful resident-focused initiatives in the space, from self-service leasing tools to social listening and Voice of Customer strategies.

What makes David such a valuable addition is the unique lens he brings. He led Equity’s Innovation and Operations Strategy team and helped guide their proptech investment efforts, including their early backing of Bilt. That means he’s seen our platform’s potential from both the operator and investor side, giving him rare insight into what really drives impact. 

Having experienced Bilt firsthand as a property partner, I’ve seen the results: real resident engagement, reduced marketing spend (up to 20%), and meaningful improvements in satisfaction and retention. Our network of nearly 50,000 merchants delivers everyday value for residents and is changing the game for operators.

David and I would love the chance to catch up and share what we’re seeing across our partner properties. I think you’ll find Bilt’s Resident Loyalty 2.0 opens up exciting new possibilities for your teams, your residents, and your bottom line.

Talk soon,

Margette Hepfner
Executive Director of Resident Loyalty, Bilt