Client Experience Manager at Del Mar Vacations in Orleans, MA

About the Role:

The Client Experience Manager is the trusted homeowner advocate who owns every stage of the ownership journey—from onboarding through retention and offboarding—ensuring each property and partnership meets a 5-star standard. Reporting to the Director of Homeowner Revenue, this role blends relationship management, project coordination, and 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, and following through until resolution — while managing all administrative emails, phone calls, and 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 and building trust; track owner sentiment and escalate at-risk accounts before they become issues.
• Partnership Guidance: Communicate with clarity and confidence on the boundaries and obligations of homeowner agreements, setting expectations for complimentary services, owner obligations, and 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, and guiding them through onboarding touchpoints so they feel confident and supported from day one.

Onboarding

• Listing Timeline: Guide new homeowners from signed contract to live listing with energy and precision, targeting a 14-day timeline in partnership with Onboarding Manager.
• First Contact: Send an introductory email and 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, and 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 and address issues in person before they grow.
• Project Coordination: Handle homeowner requests for tasks and projects from quoting through invoicing, keeping owners informed at every step along the way.
• Damage Reports: Triage and communicate any necessary guest damage reports to homeowners with speed and thoroughness.
• Pre-Arrival Reports: Review and 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 and exceed annual goals for selling and coordinating value-added services, keeping at least 85% of your portfolio engaged in non-reactive, proactive home care and maximizing property management revenue.

Retention

• Owner Scorecard: Track owner satisfaction and loyalty through referrals, reviews, complaint trends, approval of billable work, and tenure, staying attuned to the relationship's health over time.

Reactive Service Delivery

• Issue Resolution: Monitor outstanding homeowner issues and work cross-functionally to close them out fully, not just quickly.
• Respond and Resolve: Meet every homeowner inquiry with readiness and enthusiasm, respond without delay, and see each issue through with empathy and efficiency to genuine resolution.
• ***review final invoices for owners - owner perspective when looking at anything- internal advocate- billing

Offboarding

• Exit Management: Manage a homeowner's exit from the portfolio with care and minimal risk, targeting completion within 30 days of the rentable period's end.
• Closing Process: Coordinate final cleaning, inventory removal, and a documented final walkthrough; draft the closing agreement and escalate any concession beyond standard thresholds for review.

Scorecards & Metrics

• Performance Tracking & Accountability: Manage individual and team metrics tied to owner experience, in-home care, communication, trust, and satisfaction. Take ownership of your scorecard results — consistently hitting target metrics and proactively closing any gaps you find or bringing forward proactive solutions when performance dips, rather than waiting to be asked.

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 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.

Why Join the Del Mar Vacations Team

Del Mar Vacations is a Veteran-owned and operated, full-service vacation rental company on Cape Cod. We specialize in providing 5-star experiences to our guests, homeowners and each other. As a hospitality and service first culture, our team and their talents are the key to our success.

Working at Del Mar means you will be surrounded by passionate, smart, and engaged people who are focused on superior problem solving and outstanding customer service. Our ideal candidates enjoy working in a small, tight-knit, high energy and supportive team, are intellectually curious, comfortable with ambiguity, have a positive outlook, and are able to pivot quickly as things change.

Benefits

• 2 weeks of vacation time
• 1 week of sick time
• Partially subsidized health insurance
• HSA (health savings account)
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (and other rewards and recognition both big and small)

Salary Range: $65,000-$85,000 + bonus

Schedule: Full-Time | Day Shifts | Schedule Varies by Season

Del Mar Vacation, Inc is an equal opportunity employer. All employment will be decided solely on the basis of your qualifications and merit and according to hiring needs. We are committed to creating a collaborative team and do not to discriminate based off race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, amnesty, status as a covered veteran, military service, or any other class protected by applicable federal, state, and local law

Portfolio Success

Orleans, MA

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