Client Success & Retention Lead – Property Management

Royal York Property Management; Puebla de Zaragoza; A distancia; MXN 515.000 - 588.000; Jornada completa

Descripción de la vacante

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, conduct follow-ups, resolve issues promptly, and manage every stage of client and tenant relationships.

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

Formación

• Four or more years of North American residential property-management experience.
• At least two years leading or managing property managers or client-facing operations teams.
• Experience with owner/tenant communication, rent collection, renewals, maintenance, leasing, turnovers, and escalations.
• Ability to hold employees accountable for deadlines and performance.
• Proficiency with Buildium, AppFolio, Yardi, Propertyware, Rent Manager or comparable software.
• Excellent written and spoken English.

Responsabilidades

• Manage, coach, and evaluate the property-management team.
• Ensure onboarding calls and regular check-ins for owners and tenants.
• Identify dissatisfied or at-risk clients and act to prevent cancellations.
• Follow up on and renew property-management agreements.
• Monitor rent collection, arrears, legal notices, and legal matters.
• Assign, track, and resolve maintenance requests.
• Handle escalated owner and tenant concerns.
• Support tenant renewals and retention efforts.
• Coordinate advertising, photography, leasing, and turnover when tenants leave.
• Oversee takeovers and collect leases, records, and documents.
• Notify tenants appropriately and introduce property managers.
• Track overdue tasks, unresolved cases, response times, and performance.
• Produce reports identifying risks and needed actions.
• Improve workflows, service standards, documentation, and accountability.

Conocimientos

Property management

Team leadership

Client relations

Operations leadership

Communication

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 and manage our property-management team. You will ensure owners and tenants receive consistent service, conduct follow-ups, resolve issues promptly, and manage every stage of client and tenant relationships.

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