Job Summary:

As a Senior Owner Engagement Executive, your primary role will be to build and maintain strong relationships with property owners to ensure their satisfaction and engagement. You will serve as the main point of contact for property owners, facilitating clear communication, addressing concerns, and helping to retain ownership relationships. You will be required to assist the manager to lead the team.

Key Responsibilities:

Team Leadership:

• Assist manager to supervise and mentor a team of Owner Engagement Team members when required.
• Ability to provide guidance and support to team members in their owner relationships management duties during absence of manager.

Owner Relationships Management:

• Establish and maintain positive relationships with property owners.
• Act as a liaison between property owners and the property management team to ensure smooth communication and issue resolution.

Communication and Outreach:

• Implement and execute owner engagement strategies to maintain ongoing communication with property owners.
• Utilize various communication channels (Zendesk, phone, in-person meetings) to ensure regular touchpoints with property owners.

Issue Resolution:

• Address and resolve owner complaints, concerns, and inquiries in a timely and effective manner.
• Work closely with the property management team to troubleshoot and resolve any issues related to property management.

Owner Retention:

• Identify and implement initiatives to enhance owner retention.
• Engage with owners to understand their needs and provide proactive solutions to increase satisfaction.

Documentation and Reporting:

• Maintain accurate records of all owner communications, feedback, and interactions.
• Prepare reports on owner satisfaction, concerns, and engagement levels for internal review and improvement.

Owner Education:

• Educate property owners on management processes, policies, and industry best practices.

Market Insight:

• Provide insights into local real estate trends and market conditions to keep owners informed.

Qualifications and Skills:

• Bachelors degree or Diploma in Business, Real Estate, or a related field (preferred).
• Proven experience in account management and customer service, ideally within the real estate or property management industry. Welcome for those with team leadership experience as well.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict resolution abilities.
• In-depth knowledge of property management practices and the real estate industry
• Proficiency in property management software and Microsoft Office suite.
• Highly organized, detail-oriented, and able to multitask effectively.