Client Experience & Retention Leader (Property Mgmt)

Royal York Property Management; Palestine (TX); On-site; USD 30,000 - 34,000; 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 owners and tenants receive consistent service. This hands-on role requires strong leadership, accountability, organization, and knowledge of property management processes.

You will coach staff, manage onboarding and check-ins, address at-risk clients, and oversee renewals, turnovers, and reporting while maintaining professional client

Qualifications

• Four+ years of 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/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 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 with minimal supervision.

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, and resolved.
• Handle escalated owner and tenant concerns.
• Monitor tenant renewals and support retention efforts.
• When a tenant leaves, begin advertising, photography, leasing, and turnover promptly.
• Oversee takeovers and collect leases, records, and documents.
• Notify tenants properly and provide introductions.
• Track overdue tasks, unresolved cases, response times, and performance.
• Produce reports identifying risks, deadlines, and required actions.
• Improve workflows, service standards, and accountability.

Skills

English proficiency

Leadership

Client relations

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 owners and tenants receive consistent service. This hands-on role requires strong leadership, accountability, organization, and knowledge of property management processes.

You will coach staff, manage onboarding and check-ins, address at-risk clients, and oversee renewals, turnovers, and reporting while maintaining professional client