Owner Relations Manager

Description

Role Summary

The Owner Relations Manager is responsible for managing a dedicated portfolio of vacation rental property owners, serving as their single point of contact for everything from revenue performance to property care. Owner Relations is a trust function. The best ORMs earn trust through communication, accountability, and partnership. They serve as trusted stewards of the owner relationship, strengthen owner confidence, and drive meaningful outcomes.
Who Thrives Here

People who thrive in this role are naturally curious, relationship-driven, and eager to learn - energized by building trust, solving problems, helping owners succeed, and steady in the face of challenges and difficult conversations. The strengths that make that possible:

• Ownership mentality - you hold yourself accountable for outcomes, not just effort.

• Financial and revenue acumen - you can explain a statement, a rate strategy, and market dynamics without losing an owner's confidence.

• Adaptability - you shift your communication style fluidly across different owner personalities.

• Strong written and verbal communication - your words build trust, not confusion.

• Cross-functional accountability - you hold partners to standards and advocate for your owners.

• Competitive, results-driven mindset - you're motivated by retention and long-term relationships.

Requirements

Primary Responsibilities

Foster trusted relationships through proactive communication, responsiveness, and a consistently high standard of care, creating confidence and strengthening long-lasting partnerships.
Owner Relationships & Retention

• Serve as the dedicated point of contact for a portfolio of homeowners across all communication channels.

• Cultivate trusted owner partnerships through consistent communication, strategic guidance, and a deep understanding of individual goals.

• Recognize shifts in owner sentiment early, address concerns with confidence and care, and drive proactive retention efforts that strengthen long-term engagement.

• Maintain deep knowledge of each owner's property, preferences, and priorities.
Revenue & Performance

• Take ownership of your revenue knowledge through continuous learning, curiosity, and commitment to understanding performance drivers, and KPI's.

• Explain revenue strategy, pricing decisions, and market dynamics to owners with confidence and clarity.

• Partner with the Revenue Management team, ask the tough questions, and represent the owner's perspective.

• Set and reset performance expectations proactively; own the explanation, don't outsource it.
Onboarding, Property Care & Financial Review

• Manage the full onboarding process for new properties, from signed agreement to live listing, and ongoing management.

• Coordinate maintenance, repairs, and property readiness in partnership with operations teams.

• Review owner statements prior to distribution; resolve discrepancies before owners ask about them.

• Hold cross-functional teams accountable for care and service standards on the owner's behalf.

• Support thoughtful offboarding that preserves relationships and leaves a lasting positive impression.
Team & Cross-Functional Collaboration

• Participate in daily standups, team meetings, and cross-departmental planning.

• Share your schedule, communicate proactively, and prepare with teammates and leadership before difficult conversations.

• Provide the owner's perspective in internal discussions to ensure their expectations are represented.
Qualifications
Minimum Qualifications

• High School Diploma or equivalent.

• Minimum 2 years of experience in account management, property management, customer success, or a portfolio-based relationship role.

• Demonstrated ability to manage multiple priorities and perform against measurable outcomes.

• Proficiency in Microsoft Office Suite.
Preferred Qualifications

• Bachelor's degree in Business, Hospitality, or a related field.

• Experience with revenue concepts, owner financials, or rate management.

• Experience with property management or CRM systems.
Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

• Regular travel to properties and in-person meetings.

• Ability to lift and move up to 15 pounds occasionally.

• Clear verbal communication ability for extended phone, video, and in-person conversations.
Schedule

• Full-time with flexible shifts to accommodate business needs.

• Shifts may include evenings and weekends as required.

• Two consecutive days off per week, subject to business requirements.

• Availability for occasional after-hours contact for escalated owner issues.