Client Experience & Retention Lead – Remote Property Mgmt

Royal York Property Management, inc.; Perímetro Urbano Barranquilla; Híbrido; COP 94.437.000 - 107.928.000; Jornada completa

Descripción de la vacante

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead our property-management team and ensure owners and tenants receive consistent, high-quality service across the portfolio.

You will manage the onboarding, ongoing check-ins, renewals, and escalations, driving retention and customer success while maintaining rigorous accountability and process improvements in a hands-on leadership role.

Formación

• Four or more years of North American residential property-management or closely related experience.
• At least two years of experience leading or managing property managers or client-facing ops teams.
• Experience with owner and tenant communication, rent collection, renewals, maintenance, leasing, turnovers, and escalations.
• Experience holding employees accountable for deadlines and performance expectations.
• Experience with Buildium, AppFolio, Yardi, Propertyware, Rent Manager, or comparable property-management software.
• Excellent written and spoken English.
• Strong organization, judgment, conflict-resolution, and follow-through.

Responsabilidades

• Manage, coach, and evaluate the property-management team.
• Ensure owner and tenant onboarding calls and regular check-ins are completed.
• Identify dissatisfied or at-risk clients and take action to prevent cancellations.
• Ensure property-management agreements are followed up on and renewed.
• Monitor rent collection, arrears, legal notices, and legal matters.
• Ensure maintenance requests are assigned, followed up on, and resolved.
• Handle escalated owner and tenant concerns.
• Monitor tenant renewals and support reasonable tenant-retention efforts.
• When a tenant is leaving, ensure advertising, professional photography, leasing, and turnover activities begin promptly.
• Oversee occupied-property takeovers and ensure all leases, tenant records, property information, and required documents are collected.
• Ensure tenants receive the appropriate management notification and introduction.
• Track overdue tasks, unresolved cases, response times, and property-manager performance.
• Produce clear reports identifying risks, missed deadlines, and required actions.
• Improve workflows, service standards, documentation, and accountability.

Conocimientos

Account management

Client retention

Customer experience

Customer success

Operations leadership

Property management

Real estate

Remote team management

Herramientas

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Descripción del empleo

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead our property-management team and ensure owners and tenants receive consistent, high-quality service across the portfolio.

You will manage the onboarding, ongoing check-ins, renewals, and escalations, driving retention and customer success while maintaining rigorous accountability and process improvements in a hands-on leadership role.