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.

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