Client Experience Manager in Orleans, Massachusetts at Del Mar Vacations

At Del Mar Vacations, we specialize in creating 5-star experiences for both our homeowners and guests across our portfolio of luxury vacation rentals. As a growing company with over 400 high-end properties, we pride ourselves on exceptional service and attention to detail. We’re looking for a Client Experience Manager who is empathetic, organized, and results-driven to help us maintain these high standards.

As a critical member of our Client Management team, you’ll report directly to the VP of Customer Experience and work closely with homeowners to ensure their properties are well-managed, and their seasonal home use goes smoothly. With your communication skills, professionalism, and ability to think on your feet, you’ll help ensure our homeowners receive top-tier support.

• Primary Contact (SPOC): Serve as the single point of contact for assigned homeowners, ensuring they only need to reach out to you for anything they require regarding their property. You’ll also provide cross-team support to other Client Managers as needed. Manage all communications for your assigned accounts, including administrative emails, phone calls, and any other client interactions. Stay in touch with homeowners regularly through phone calls on a rolling 60-day basis, addressing any concerns or relationship-building opportunities.
• Proactive 5-Star Service Delivery:
• • Home Visits: Physically visit each assigned property at least once per season to familiarize yourself with the home and address any issues in person.
  • Project Coordination: Handle homeowner requests for tasks and projects, from quoting to invoicing, providing regular updates along the way.
  • Damage Reports: Triage and communicate any necessary guest damage reports to homeowners, ensuring timely and thorough responses.
  • Pre-Arrival Reports: Review and approve reports before owner stays, addressing all issues in advance and keeping homeowners informed.
  • Service Package Adoption: Ensure that homeowners adopt service packages to keep their homes in top condition.
  • Value-Added Services: Meet and exceed monthly goals ($20K) for selling and coordinating value-added services, ensuring homes maintain a 5-star standard and maximize property management revenue.
• Reactive 5-Star Service Delivery
• • Issue Resolution: Monitor and follow up on any outstanding issues for assigned homeowners, working internally to ensure timely resolutions.
  • Respond and Resolve: Be ready to handle all homeowner inquiries with efficiency, empathy, and enthusiasm, following our RRR-EEE principles (Readiness, Responsiveness, Resolution, Empathy, Efficiency, and Enthusiasm).
• Manage Partnerships to the Framework: As needed, communicate with expertise on the boundaries and obligations of our owner partnerships (from the owner agreement) to set expectations for our Complimentary Services; expectations for the homeowner's obligations; and to affirm how we can otherwise support caretaking their home via billable services.
• Scorecards & Metrics: Manage individual and team metrics as needed to ensure company objectives are being met, proactively addressing any gaps.