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.

How to Apply

Apply with your resume. If your background aligns with the position, you’ll receive an email with a link to complete a short pre-recorded video interview within 24–48 hours of applying.

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📌 Client Retention & Customer Experience Manager (México)
🏢 Royal York Property Management
📍 México