Position title: client experience manager – luxuryrentals salary range: - payroll (mxn): $30,000 – $32,000 mxn/mes -direct (mxn): $40,000 – $41,000 mxn/mes about the role: the clientexperience manager – luxury rentals is a key leadership role withinthe owner experience team, responsible for managing high-profilehomeowner accounts while overseeing and developing a team ofapproximately 10 professionals, including account executives, ownerrelations officers, and sales representatives.
this role focuses onensuring exceptional owner satisfaction and retention, drivingoperational efficiency, and fostering a culture of continuousimprovement and professional growth within the team.
while the teamincludes sales personnel, this is not a sales role — the focus ison ensuring a seamless, high-touch client experience and supportingall touchpoints with property owners.
the client experience managerworks closely with leadership to implement best practices, optimizedepartment performance, and maintain strong relationships withproperty owners.
main responsibilities: ? Owner account management:- serve as the primary point of contact for high-profilehomeowners, ensuring their needs are met with the highest level ofservice and responsiveness.
- advocate for property owners byproactively communicating investment performance, policy changes,and operational updates.
- collaborate with internal teams toaddress and resolve homeowner concerns efficiently.
- analyzefinancial reports to provide insights regarding propertyperformance and suggest areas for optimization.
- develop strategicsolutions to enhance owner satisfaction and retention.
? Peopleleadership & development: - lead and develop a team of accountexecutives, owner relations officers, and sales representatives,providing mentorship and coaching to ensure success.
- conductregular team meetings, one-on-one performance reviews, and trainingsessions.
- foster a collaborative and solutions-oriented teamculture that prioritizes owner satisfaction.
- although this roleoversees team members in sales, this is not a sales position — therole ensures alignment between service delivery and ownersatisfaction.
? Process improvement & operational excellence:- collaborate with the owner experience & training manager tooptimize department processes and workflows.
- leverage datainsights to inform decision-making and service improvements.
-ensure timely and accurate completion of client-related tasks usingproject management tools.
? Cross-department collaboration: - workclosely with internal departments such as onboarding, compliance,finance, sales, design, and more, to improve service quality.
-contribute insights and recommendations to company-wideinitiatives.
other responsibilities: - stay updated with companypolicies, industry regulations, and market trends.
- maintaincompliance with company procedures and regulatory requirements.
-perform additional duties as assigned by leadership.
oh&s: -contribute to the improvement of company procedures and processes.- promote safe behavior in the workplace.
qualifications: -bachelor's degree in business administration, hospitality,marketing, communications, or a related field.
- 5+ years ofexperience in client relationship management or account management.- proven ability to manage high-value clients and deliverexceptional service.
- strong leadership experience with theability to mentor and develop teams.
- proficiency in projectmanagement tools and crm software.
- bilingual proficiency (english+ spanish or mandarin chinese) preferred.
- ability to analyzefinancial reports and provide actionable insights.
- strongcommunication, negotiation, and interpersonal skills.
- highlyorganized, detail-oriented, and able to manage multiple priorities.preferred experience: - previous experience in property rental,vacation home rentals, real estate, or mortgage services is a plus.schedule and working hours: - 9:00 am – 6:00 pm est (tentative) -not a sales role