Responsibilities
- Manage a defined portfolio of owners within a specific region
- Serve as the primary relationship owner and strategic point of contact
- Own the transition of new owners from Sales into the regional portfolio
- Guide onboarding, first-stay milestones, and expectation setting
- Develop deep knowledge of regional homes, owner preferences, usage patterns, and sentiment
- Act as the internal advocate for assigned owners across the organization
- Monitor engagement, utilization, and owner health across the regional portfolio
- Proactively intervene when risk indicators emerge (declining usage, negative feedback, low engagement)
- Lead consultative retention conversations focused on long-term value realization
- Advise owners on calendar strategy and usage optimization based on demand trends and availability patterns
- Identify friction points early and coordinate cross-functional solutions to protect loyalty and satisfaction
- Serve as the primary advisor for owners considering resale within the region
- Conduct retention-focused discovery while providing informed guidance on resale timing and expectations
- Advise on share pricing in partnership with Sales/Acquisitions
- Partner with Sales/Marketing to prepare listings and align on transition strategy
- Coordinate resale workflows, documentation, and contract execution processes
- Partner with Sales to maintain proactive communication throughout the transaction to ensure a seamless and positive transition
- Protect owner sentiment and brand integrity through offboarding
- Partner closely with Owner Experience Agents (first line of defense for owner inquiries) to ensure seamless escalation, communication continuity, and relationship alignment
- Provide strategic context and guidance to support issue resolution and protect owner sentiment
- Collaborate with Asset Management, Sales, and Accounting to align communication and execution across the ownership journey
- Maintain accountability for owner outcomes even when issues are escalated or executed by other teams
Requirements
- 5+ years in luxury hospitality, high-end real estate, private membership, or premium client services
- Lives within driving distance of Park City
- Experience managing high-value client relationships across a full lifecycle
- Strong consultative, retention, and conflict-resolution skills
- Working knowledge of real estate pricing dynamics and transaction processes
- Comfortable discussing calendar usage, financial reporting, and ownership transitions
- Highly proactive, strategic, and relationship-oriented
- Able to manage a regional portfolio with accountability for engagement, retention, and resale outcomes
Compensation
Around $130k OTE with equity
Work Arrangement
Remote (City/Region) — Park City
