Homeowner Experience Lead: 5-Star Service & Onsite Visits

Del Mar Vacations; Orleans (MA); In loco; USD 65.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Two weeks vacation time

Sick leave (1 week)

Partially subsidized health insurance

Health Savings Account (HSA)

401k with up to 4% match

Yearly bonus program

Descrizione del lavoro

Del Mar Vacations is seeking a Client Experience Manager to advocate for homeowners across onboarding through retention and offboarding, ensuring each property and partnership meets a 5-star standard. Reporting to the Director of Homeowner Revenue, this role blends relationship management, project coordination, and revenue generation for an assigned portfolio of homeowners.

Responsibilities include proactive outreach, onboarding guidance, and cross-team collaboration to maximize owner

Competenze

• Bachelor's degree preferred or equivalent professional experience.
• 3+ years in client/account management or hospitality.
• Experience in vacation rental or hospitality industry preferred.
• Proficient with CRM and service-management platforms.
• Strong organizational skills for multiple relationships.
• Willingness to adopt AI tools to support daily workflows.

Mansioni

• Serve as primary contact for assigned homeowners, managing communications and issues.
• Proactively outreach on a 60-day cadence to build trust and manage at-risk accounts.
• Guide homeowners through onboarding, portal training, and onboarding touchpoints.
• Coordinate tasks from quotes through invoicing, with timely owner updates.
• Triage and communicate guest damage reports to homeowners promptly.
• Track owner satisfaction and loyalty using scorecards and metrics.
• Manage exits and closing processes for portfolios within target timelines.
• Close value-added services and maximize property management revenue.

Conoscenze

Bachelor's degree

Client management

Hospitality experience

CRM platforms

Organization

Home knowledge

AI tools

Formazione

Bachelor's degree or equivalent

Strumenti

CRM software

Descrizione del lavoro

Del Mar Vacations is seeking a Client Experience Manager to advocate for homeowners across onboarding through retention and offboarding, ensuring each property and partnership meets a 5-star standard. Reporting to the Director of Homeowner Revenue, this role blends relationship management, project coordination, and revenue generation for an assigned portfolio of homeowners.

Responsibilities include proactive outreach, onboarding guidance, and cross-team collaboration to maximize owner