Client Retention & Customer Experience Manager

About the role

Royal York Property Management seeks an experienced Client Retention & Customer Experience Manager to lead its property‑management team. You will ensure owners and tenants receive consistent service, timely follow‑ups, and effective issue resolution throughout the relationship lifecycle.

Key responsibilities

• Manage, coach, and evaluate the property‑management team, ensuring onboarding calls, regular check‑ins, and performance tracking.
• Identify at‑risk clients, take corrective actions to prevent cancellations, and oversee agreement renewals.
• Monitor rent collection, arrears, legal notices, and maintenance requests, ensuring timely resolution.
• Handle escalated owner and tenant concerns, coordinate tenant renewals, and manage turnover activities.
• Produce reports on risks, missed deadlines, and required actions while improving workflows and documentation.

Required profile

• Four+ years of North American residential property‑management or related experience.
• At least two years leading property‑managers or client‑facing operational teams.
• Strong organization, judgment, conflict‑resolution, and ability to work independently.
• Excellent written and spoken English and reliable high‑speed internet for Eastern Time business hours.

Required skills

• Experience with Buildium, AppFolio, Yardi, Propertyware, Rent Manager, or comparable property‑management software.