Portfolio Manager: Client Growth & Retention

Royal York Property Management; Cape Town; On-site; ZAR 351,000 - 421,000; Full time

Job summary

Royal York Property Management is seeking a Portfolio Manager to oversee a portfolio of property owners and tenants, keeping clients informed and coordinating services.

You will monitor rent activity, review monthly statements, handle escalations, renew agreements, and identify opportunities to expand client relationships.

The role emphasizes service ownership, sales capability, and professional communication, with CRM and workflow tools used to improve accuracy and efficiency.

Qualifications

• Three+ years of experience in account management, portfolio management, property management, client success, relationship management, sales, or service operations.
• Experience managing multiple clients, accounts, properties, claims, cases, or active files simultaneously.
• Experience with client retention, renewals, objection handling, negotiation, account growth, or consultative sales.
• Experience monitoring rent, invoices, recurring payments, accounts receivable, or overdue balances.
• Strong client communication and experience handling complaints or escalations.
• Excellent organization, documentation, and follow-through.
• Experience using CRM, ticketing, property-management platform, or workflow-management system.

Responsibilities

• Act as the primary contact for an assigned portfolio of property owners and tenants.
• Manage multiple client accounts, properties, and active service files.
• Complete client onboarding and collect required documents.
• Provide proactive updates about completed work, outstanding issues, and next steps.
• Monitor rent collection and follow up on overdue balances.
• Review monthly property activity before owner payouts.
• Investigate account discrepancies and coordinate corrections with accounting.
• Coordinate maintenance requests with internal teams and external providers.
• Handle owner and tenant complaints, urgent issues, and service escalations.
• Identify at-risk clients and take action to prevent cancellations.
• Manage agreement renewals and discuss pricing or service concerns.
• Monitor tenant notices, vacancies, turnovers, and re-leasing activity.
• Maintain accurate CRM notes, documents, tasks, deadlines, and follow-ups.
• Identify stalled files and elevate risks when necessary.
• Use technology and AI tools to improve documentation and reporting.

Skills

Account management

Portfolio management

Client success

Relationship management

Sales / consultative selling

Communication

Objection handling

English proficiency

Tools

CRM software

Ticketing system

Property management platform

Workflow management system

Job description

Royal York Property Management is seeking a Portfolio Manager to oversee a portfolio of property owners and tenants, keeping clients informed and coordinating services.

You will monitor rent activity, review monthly statements, handle escalations, renew agreements, and identify opportunities to expand client relationships.

The role emphasizes service ownership, sales capability, and professional communication, with CRM and workflow tools used to improve accuracy and efficiency.