Client Success & Property Experience Manager

Royal York Property Management; Bogotá; On-site; COP 96,050,000 - 109,772,000; Full time

Job summary

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead our property-management team and ensure outstanding service for owners and tenants.

You will drive onboarding, follow-ups, problem resolution, and end-to-end relationship management across the client lifecycle. This hands-on senior role requires clear leadership, accountability, organization, and deep property-management knowledge.

Qualifications

• Four or more years in North American residential property-management or closely related experience.
• At least two years leading or managing property managers or client-facing teams.
• Experience with owner and tenant communication, rent collection, renewals, maintenance, and turnovers.
• Experience holding employees accountable for deadlines and performance.
• Proficiency with Buildium, AppFolio, Yardi, Propertyware or Rent Manager.
• Excellent written and spoken English; strong organization and follow-through.

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.
• Follow up on property-management agreements and renewals.
• Monitor rent collection, arrears, legal notices, and legal matters.
• Oversee maintenance requests and ensure timely resolution.
• Handle escalated owner and tenant concerns with professionalism.
• Support tenant-retention efforts and renewals.
• Coordinate advertising, photography, leasing, and turnover when tenants depart.
• Oversee takeovers, collect leases and documents, and notify tenants appropriately.
• Track overdue tasks, unresolved cases, response times, and performance.
• Produce reports identifying risks and required actions; improve workflows and standards.

Skills

Account Management

Client Retention

Customer Experience

Customer Success

Operations Leadership

Property Management

Real Estate

Remote Team Management

Tools

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Job description

Royal York Property Management is seeking an experienced Client Retention & Customer Experience Manager to lead our property-management team and ensure outstanding service for owners and tenants.

You will drive onboarding, follow-ups, problem resolution, and end-to-end relationship management across the client lifecycle. This hands-on senior role requires clear leadership, accountability, organization, and deep property-management knowledge.