Client Experience Manager

The Client Experience Manager is the trusted homeowner advocate who owns every stage of the ownership journey - from onboarding through retention & offboarding - ensuring each property & partnership meets a 5-star standard. Reporting to the Director of Homeowner Revenue, this role blends relationship management, project coordination, & revenue generation for an assigned portfolio of homeowners. Core Responsibilities Relationship Management Single Point of Contact: Serve as the primary, dependable contact for assigned homeowners - anticipating needs, responding promptly, & following through until resolution - while managing all administrative emails, phone calls, & client interactions; provide cross-team support to other Client Managers as needed. Proactive Outreach: Maintain contact through calls on a rolling 60-day basis, staying ahead of concerns & building trust; track owner sentiment & escalate at-risk accounts before they become issues. Partnership Guidance: Communicate with clarity & confidence on the boundaries & obligations of homeowner agreements, setting expectations for complimentary services, owner obligations, & available billable services. Owner Experience: Own the human side of onboarding - introducing new homeowners to the Del Mar way of doing business, training them on the owner portal, & guiding them through onboarding touchpoints so they feel confident & supported from day one. Onboarding Listing Timeline: Guide new homeowners from signed contract to live listing with energy & precision, targeting a 14-day timeline in partnership with Onboarding Manager. First Contact: Send an introductory email & schedule a video call within 24 hours of signing - first impressions & set the tone for the partnership. Week-One Checklist: Own portal access, keys/alarm information, occupancy tax certificate, ACH/W9 setup, service package selection, & personal-use date booking. Onboarding to Del Mar piece w/ video call for owner portal Proactive 5-Star Service Delivery Home Visits: Physically visit each assigned property at least once per season, building the kind of hands-on familiarity that lets you catch & address issues in person before they grow. Project Coordination: H&le homeowner requests for tasks & projects from quoting through invoicing, keeping owners informed at every step along the way. Damage Reports: Triage & communicate any necessary guest damage reports to homeowners with speed & thoroughness. Pre-Arrival Reports: Review & approve reports before owner stays, resolving issues in advance so owners arrive at a home that's ready. Service Package Adoption: Guide homeowners toward the service packages that keep their homes in top condition year-round. Value-Added Services: Meet & exceed annual goals for selling & coordinating value-added services, keeping at least 85% of your portfolio engaged in non-reactive, proactive home care & maximizing property management revenue. Retention Owner Scorecard: Track owner satisfaction & loyalty through referrals, reviews, complaint trends, approval of billable work, & tenure, staying attuned to the relationship's health over time. Qualifications Bachelor's degree preferred, or equivalent professional experience. 3+ years in client management, account management, hospitality, or property management, with a track record of managing a portfolio of relationships or accounts. Experience in the vacation rental or hospitality industry preferred Comfort working across CRM & service management platforms. Strong organizational skills with the ability to manage multiple high-trust relationships & projects simultaneously. Home knowledge, project management Willingness to adopt & use AI tools to support daily workflows. See complete job description when applying.