Client Experience & Retention Lead, Property Management

Royal York Property Management, inc.; Sur; Remote; COP 94,038,000 - 107,472,000; Full time

Job summary

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead and manage our property-management team. You will ensure owners and tenants receive consistent service, drive follow-ups, resolve issues promptly, and oversee every stage of the client and tenant relationship.

This hands-on leadership role requires strong accountability, organization, and deep knowledge of property management.

Qualifications

• Four or more years in North American residential property management.
• At least two years leading or managing client-facing operations teams.
• Experience with owner and tenant communication and rent collection.
• Experience with property-management software (Buildium, AppFolio, Yardi, Propertyware, Rent Manager).
• Excellent written and spoken English.
• Ability to work full-time during Eastern Time business hours.
• Strong organizational and conflict-resolution skills.

Responsibilities

• Lead and coach the property-management team.
• Ensure owner/tenant onboarding calls and regular check-ins.
• Identify at-risk clients and take action to prevent cancellations.
• Monitor rent collection, arrears, and legal matters.
• Oversee maintenance requests and turnovers.
• Produce reports identifying risks, deadlines, and actions.
• Improve workflows and service standards.

Skills

People leadership

Client relationships

English proficiency

Organization

Conflict resolution

Decision making

Tools

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Job description

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead and manage our property-management team. You will ensure owners and tenants receive consistent service, drive follow-ups, resolve issues promptly, and oversee every stage of the client and tenant relationship.

This hands-on leadership role requires strong accountability, organization, and deep knowledge of property management.