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

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📌 Client Retention (Medellín)
🏢 Royal York Property Management
📍 Medellín