Client Success & Retention Manager (Remote)

Royal York Property Management; Ciudad de México; Presencial; MXN 515.000 - 588.000; Jornada completa

Descripción de la vacante

Royal York Property Management is hiring a Client Retention & Customer Experience Manager to lead our property-management team. You will ensure owners and tenants receive consistent service, conduct important follow-ups, resolve issues promptly, and manage every stage of client and tenant relationships.

This hands-on role requires strong leadership, accountability, organization, and deep property-management knowledge. Remote work with ET hours and North American focus are expected.

Formación

• Four or more years of North American residential property-management experience.
• At least two years leading or managing property managers or similar teams.
• Experience with owner and tenant communication, rent collection, renewals, maintenance, leasing, turnovers, and escalations.
• Experience holding employees accountable for deadlines and performance.
• Excellent written and spoken English.
• Ability to work independently and make sound decisions.

Responsabilidades

• Manage, coach, and evaluate the property-management team.
• Ensure onboarding calls and regular check-ins with owners and tenants.
• Identify at-risk clients and take action to prevent cancellations.
• Follow up on renewals and manage leasing and turnovers.
• Monitor rents, arrears, notices, and legal matters.
• Oversee maintenance requests and tenant communications.
• Provide clear reports on risks, timelines, and actions.
• Improve workflows, service standards, and accountability.

Conocimientos

Leadership

Customer focus

English communication

Organizational skills

Conflict resolution

Decision making

Independent work

Herramientas

Buildium

AppFolio

Yardi

Propertyware

Rent Manager

Descripción del empleo

Royal York Property Management is hiring a Client Retention & Customer Experience Manager to lead our property-management team. You will ensure owners and tenants receive consistent service, conduct important follow-ups, resolve issues promptly, and manage every stage of client and tenant relationships.

This hands-on role requires strong leadership, accountability, organization, and deep property-management knowledge. Remote work with ET hours and North American focus are expected.