Client Retention & Customer Experience Manager

Royal York Property Management; Perimetro Urbano Pereira; Presencial; COP 95.812.000 - 109.499.000; 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. You will ensure owners and tenants receive consistent service, manage relationships, and oversee all stages of client lifecycle.

This hands-on role requires strong leadership, organization, and knowledge of property management. You will work with a remote team aligned to Eastern Time, drive retention metrics, and coordinate renewals, escalations, and

Formación

• Four or more years of North American residential property-management experience.
• At least two years leading or managing client-facing operations.
• Experience with owner/tenant communication, rent collection, renewals, and maintenance.
• Experience holding employees to deadlines and performance expectations.
• Proficient with property-management software (Buildium, AppFolio, Yardi, etc.).
• Excellent written and spoken English.

Responsabilidades

• Lead and coach the property-management team to deliver consistent service.
• Conduct onboarding calls and regular owner/tenant check-ins.
• Identify at-risk clients and take action to prevent cancellations.
• Renew and follow up on property-management agreements.
• Monitor rent collection, arrears, and legal notices.
• Oversee maintenance requests and ensure timely resolution.
• Handle escalated owner and tenant concerns.
• Ensure tenant renewals and retention efforts.
• Coordinate advertising, leasing, and turnover when tenants depart.
• Oversee occupied-property takeovers and ensure leases and records are complete.
• Ensure tenants receive proper notifications and introductions.
• Track overdue tasks and team performance; produce risk reports.
• Improve workflows, standards, and accountability.

Conocimientos

Leadership

Client focus

Organization

Accountability

Decision-making

Herramientas

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Descripción del empleo

Account Management, Client Retention, Customer Experience, Customer Success, Operations Leadership, Property Management, Real Estate, Remote Team Management

Schedule: Full-time, aligned with Eastern Time business hours

Compensation: C$42,000–C$48,000 per year, based on experience and qualifications

The Opportunity

Royal York Property Management is looking for an experienced Client Retention & Customer Experience Manager to lead and manage our property-management team.

You will ensure property managers provide owners and tenants with consistent service, complete important follow-ups, resolve problems promptly, and properly manage every stage of the client and tenant relationship.

This is a hands-on management position requiring strong leadership, accountability, organization, and property-management knowledge.

Key Responsibilities

• 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.

Required Experience

• Four or more years of North American residential property-management, property-operations, owner-relations, or closely related experience.
• At least two years of experience leading or managing property managers, portfolio managers, account managers, or another client-facing operational team.
• 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.
• Ability to be assertive and direct while remaining calm and professional.
• Ability to work independently and make sound decisions without constant supervision.
• Availability to work full-time during Eastern Time business hours.
• Reliable high-speed internet, backup connectivity or power, and a professional environment for calls.

Canadian or Ontario property-management experience is preferred but not mandatory. Training will be provided on Royal York's systems and approved Ontario procedures.

What Success Looks Like

Your Performance Will Be Measured Through

• Owner and tenant retention
• Management-agreement renewals
• Onboarding and check-in completion
• Rent and arrears follow-up
• Legal-workflow timeliness
• Maintenance response and resolution
• Tenant-turnover and releasing coordination
• Client complaints and escalations
• Property-manager responsiveness and task completion

Who Will Succeed

The right person is comfortable addressing missed deadlines, challenging unclear explanations, managing difficult conversations, and establishing accountability.

You must be client-focused without being overly accommodating. You should know when to resolve an issue independently, when to hold someone accountable, and when a serious operational, financial, or legal risk must be escalated.