Client Experience Manager

Del Mar Vacations•Orleans, MA

11h•$65,000 - $85,000•Onsite

About The Position

Del Mar Vacations is seeking a Client Experience Manager to serve as the primary point of contact for homeowners, ensuring a 5-star experience. This role involves managing homeowner relationships, overseeing the onboarding process, coordinating property services, and driving retention through proactive and reactive service delivery. The ideal candidate will be highly organized, possess strong communication skills, and have a passion for delivering exceptional customer service in the vacation rental industry.

Requirements

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 and service management platforms.
Strong organizational skills with the ability to manage multiple high-trust relationships and projects simultaneously.
Home knowledge, project management.
Willingness to adopt and use AI tools to support daily workflows.

Nice To Haves

Experience in the vacation rental or hospitality industry

Responsibilities

Serve as the primary, dependable contact for assigned homeowners, managing all administrative emails, phone calls, and client interactions.
Maintain contact through calls on a rolling 60-day basis, tracking owner sentiment and escalating at-risk accounts.
Communicate clearly on homeowner agreements, setting expectations for services.
Manage the human side of onboarding, introducing new homeowners to the company, training them on the owner portal, and guiding them through onboarding touchpoints.
Guide new homeowners from signed contract to live listing, targeting a 14-day timeline.
Send an introductory email and schedule a video call within 24 hours of signing.
Manage the Week-One Checklist including portal access, keys/alarm information, occupancy tax certificate, ACH/W9 setup, service package selection, and personal-use date booking.
Physically visit each assigned property at least once per season.
Handle homeowner requests for tasks and projects from quoting through invoicing.
Triage and communicate any necessary guest damage reports to homeowners with speed and thoroughness.
Review and approve pre-arrival reports before owner stays.
Guide homeowners toward service packages that keep their homes in top condition year-round.
Meet and exceed annual goals for selling and coordinating value-added services.
Track owner satisfaction and loyalty through referrals, reviews, complaint trends, approval of billable work, and tenure.
Monitor outstanding homeowner issues and work cross-functionally to close them out fully.
Respond to homeowner inquiries with readiness and enthusiasm, and see each issue through to genuine resolution.
Review final invoices for owners from an owner's perspective.
Manage a homeowner's exit from the portfolio with care and minimal risk, targeting completion within 30 days of the rentable period's end.
Coordinate final cleaning, inventory removal, and a documented final walkthrough for offboarding.
Draft the closing agreement and escalate any concession beyond standard thresholds for review.
Manage individual and team metrics tied to owner experience, in-home care, communication, trust, and satisfaction.
Consistently hit target metrics and proactively close any gaps.