Client Retention & Customer Experience Manager

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

Account Management, Client Retention, Customer Experience, Customer Success, Operations Leadership, Property Management, Real Estate, Remote Team Management

Schedule: Full-time, aligned with Eastern Time business hours

Compensation: C$42,000–C$48,000 per year, based on experience and qualifications

The Opportunity

Royal York Property Management is looking for an experienced Client Retention & Customer Experience Manager to lead and manage our property-management team.

You will ensure property managers provide owners and tenants with consistent service, complete important follow-ups, resolve problems promptly, and properly manage every stage of the client and tenant relationship.

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

Key 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 on, and resolved.


• Handle escalated owner and tenant concerns.


• Monitor tenant renewals and support reasonable tenant‑retention efforts.


• When a tenant is leaving, ensure advertising, professional photography, leasing, and turnover activities begin promptly.


• Oversee occupied‑property takeovers and ensure all leases, tenant records, property information, and required documents are collected.


• Ensure tenants receive the appropriate management notification and introduction.


• Track overdue tasks, unresolved cases, response times, and property‑manager performance.


• Produce clear reports identifying risks, missed deadlines, and required actions.


• Improve workflows, service standards, documentation, and accountability.

Required Experience

• Four or more years of North American residential property‑management, property‑operations, owner‑relations, or closely related experience.


• At least two years of experience leading or managing property managers, portfolio managers, account managers, or another client‑facing operational team.


• Experience with owner and 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 property‑management 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 without constant supervision.


• Availability to work full‑time during Eastern Time business hours.


• Reliable high‑speed internet, backup connectivity or power, and a professional environment for calls.

Canadian or Ontario property‑management experience is preferred but not mandatory. Training will be provided on Royal York’s systems and approved Ontario procedures.

What Success Looks Like

Your Performance Will Be Measured Through

• Owner and tenant retention


• Management‑agreement renewals


• Onboarding and check‑in completion


• Rent and arrears follow‑up


• Legal‑workflow timeliness


• Maintenance response and resolution


• Tenant‑turnover and re‑leasing coordination


• Client complaints and escalations


• Property‑manager responsiveness and task completion

Who Will Succeed

The right person is comfortable addressing missed deadlines, challenging unclear explanations, managing difficult conversations, and establishing accountability.

You must be client‑focused without being overly accommodating. You should know when to resolve an issue independently, when to hold someone accountable, and when a serious operational, financial, or legal risk must be escalated.