Homeowner Account Manager

Travel Chapter; Kendal; Remote; GBP 32,000 - 46,000; Full time

Job summary

Travel Chapter seeks a proactive Homeowner Account Manager to support the South Lakes portfolio from a home-based role with regular travel across Kendal, Ambleside and Windermere. You will manage ~180 properties, optimize listings, pricing and guest experiences, and drive bookings while maintaining strong homeowner relationships.

You will analyse data, communicate effectively, and implement improvements to sustain revenue growth and property quality across the region.

Qualifications

• Account management experience required.
• Ability to read data and translate insights into actions.
• Strong communication and influencing skills essential.

Responsibilities

• Grow bookings and revenue by optimizing property descriptions, photos and pricing.
• Build and maintain strong relationships with homeowners; provide regular updates and reviews.
• Improve property quality and portfolio performance with targeted upgrades and policy improvements.
• Collaborate with New Business to onboard owners and ensure smooth processes; maintain health, safety and welfare.

Skills

Account management

Data analysis

Communication

Customer focus

Time management

Problem solving

Sales mindset

Self-motivation

Regional knowledge

Driving licence

Tools

Excel

Outlook

Job description

Location: Kendal (South Lakes Area)

Portfolio: Approximately 180 properties and growing

Coverage: Kendal, Ambleside, Windermere, with travel up to around 2 hours

Base: Home-based with regular travel

Hours: Monday - Friday, 09:00 -17:30

We’re looking for a proactive, relationship-led Homeowner Account Manager to support our expanding portfolio across South Lakes Area and the surrounding areas. You’ll manage approximately 180 properties (and growing) and play a key role in our Travel Chapter and operations. This role blends commercial thinking, data analysis, homeowner engagement and property quality improvements.

Grow bookings and revenue

• Ensure each property is presented at its best with accurate, appealing descriptions
• Maintain high-quality, well-staged photography and highlight key selling features
• Create pricing strategies using data, competitor insight and performance trends
• Proactively monitor booking pace to maximise revenue and occupancy

Build strong homeowner relationships

• Become the trusted point of contact for your region’s owners
• Provide regular updates, visits and performance reviews
• Identify potential issues early using guest feedback and reviews
• Confidently handle challenging conversations without escalation
• Support owner events and engagement activities

Improve property and portfolio quality

• Recommend décor updates, upgrades and high-impact features
• Suggest ways to increase appeal, such as allowing dogs or adding amenities
• Identify and remove barriers to bookings, such as restrictive policies
• Review Property Quality Scores and advise on improvements
• Flag properties that cannot meet our required quality standards

General Responsibilities

• Collaborate with New Business to onboard new owners smoothly
• Stay up to date with relevant industry legislation
• Encourage referrals and always champion our company culture
• Manage time effectively to meet performance expectations
• Prioritise health, safety and welfare in all aspects of the role

What You’ll Bring (Essential)

• Account management experience
• Strong ability to understand and interpret data
• Results driven with a focus on hitting and exceeding targets
• Excellent communication and influencing skills
• Customer-focused, with experience managing varied customers
• Confident with IT, including Excel and Outlook
• Property knowledge and strong regional awareness
• Proactive problem solver with excellent time management
• Able to work independently and follow processes clearly
• Full driving licence
• Able to work a small number of scheduled weekends

Desirable

• Experience in holiday letting or real estate
• Knowledge of the holiday property industry
• Photography or interior design skills

Key metrics

Portfolio revenue, average bookings per property, blended commission, property visits and owner contacts, quality of communication, NPS, property quality score, guest feedback and reducing controllable churn.

INDST