Client Experience & Retention Lead, Property Management

Royal York Property Management; Cape Town; On-site; ZAR 489,000 - 559,000; Full time

Job summary

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, complete follow-ups, resolve issues promptly, and manage every stage of the client and tenant relationship.

This hands-on leadership role requires strong accountability, organization, and property-management knowledge to sustain high retention and client satisfaction.

Qualifications

• Four or more years in North American residential property management or closely related experience.
• Experience leading or managing property managers, portfolio managers, or other client-facing operations teams.
• Experience with owner and tenant communications, rent collection, renewals, leases, turnovers, and escalations.
• Excellent written and spoken English.
• Ability to work full-time during Eastern Time business hours and manage remotely.

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, and legal notices and matters.
• Oversee maintenance requests and ensure timely resolution.
• Handle escalated owner and tenant concerns.
• Monitor tenant renewals and support retention efforts.
• Coordinate advertising, photography, leasing, and turnover when tenants leave.
• Oversee occupied-property takeovers and collect leases, records, and documents.
• Ensure tenants receive proper notifications and introductions.
• Track overdue tasks, unresolved cases, and performance metrics.
• Produce clear reports identifying risks and required actions.
• Improve workflows, service standards, and accountability.

Skills

Client retention

Customer experience

Team leadership

Property-management knowledge

Tools

Buildium

AppFolio

Yardi

Rent Manager

Propertyware

Job description

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, complete follow-ups, resolve issues promptly, and manage every stage of the client and tenant relationship.

This hands-on leadership role requires strong accountability, organization, and property-management knowledge to sustain high retention and client satisfaction.