Job Overview
The Senior Owner Relations Manager (ORM) is the hands-on main contact for a dedicated portfolio of vacation rental units, handling day-to-day operations, owner issues and escalations, and serving as their single point of contact for everything from revenue performance to property care. Beyond their own portfolio, the Senior ORM helps train and mentor teammates and holds partner teams accountable on the owner's behalf. 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.
As part of our application process, we require all candidates to complete the Culture Index survey. This brief survey helps us understand your unique strengths and how you may fit into our team culture. Please take a moment to complete it at the time you submit your application. Please visit the link below:
Culture Index Survey
Primary Responsibilities
Own the relationship, start to finish.
- Be the single, hands-on point of contact for your portfolio across every channel: day-to-day operations, questions, issues, and escalations.
- Get to know each owner's property, preferences, and goals well enough to give real strategic guidance.
- Own a churn-reduction target. Spot owners who may be at risk early and act before they think about leaving.
- Guide new owners from signed agreement to live listing, and when someone does move on, run an offboarding so good they'd recommend us anyway.
Be the calm in the hard conversations.
- Handle escalated owner conversations yourself, including after hours when it matters.
- Bring leadership in to help you prepare, not to take the conversation off your plate.
Make revenue make sense.
- Explain pricing decisions, rate strategy, and market dynamics so owners come away clear and confident.
- Partner closely with Revenue Management: ask the hard questions, push back when needed, share feedback on pricing strategy, and bring the owner's perspective into the room.
- Set and reset performance expectations early. You own the explanation; you don't pass it to someone else.
- Keep building your knowledge of performance drivers and KPIs.
Protect the property and the details.
- Coordinate maintenance, repairs, and property readiness with our operations teams.
- Review owner statements before they go out and fix discrepancies before an owner ever has to ask.
- Hold cross-functional partners accountable for our care and service standards.
Lift the team.
- Help train new hires and provide monthly coaching and mentorship.
- Lead a small team of 1-2 Owner Relations Managers as needed, and step up to support the wider team when Owner Relations leadership is out.
- Join daily standups, team meetings, and cross-department planning, and make sure the owner's voice is heard in every internal discussion.
Who Thrives Here
You will thrive here if you are:
- An owner, not an observer. You measure yourself by outcomes, not effort.
- Comfortable with the numbers. You can walk someone through a statement, a rate strategy, or a market shift without losing their confidence.
- A natural communicator. Your words build trust, in writing and out loud, and you adjust your style to whoever you're talking to.
- A mentor at heart. You like helping teammates grow and you step in when leadership is out.
- Competitive in the right way. Retention and long-term relationships are your scoreboard.
- Curious and steady. You're always learning, and you stay calm when conversations get difficult.
Qualifications
Minimum Qualifications
- High School Diploma or equivalent.
- Minimum 3 years of experience in account management, property management, customer success, or managing a group of client accounts.
- 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.
- Demonstrated leadership or management capabilities.
- 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 or 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, weekends, and holidays as required.
- Two consecutive days off per week, subject to business requirements.
- Availability for after-hours contact for escalated owner issues.
Compensation
- Advertised base salary based on experience and qualifications.
- Competitive performance bonus tied to owner retention and portfolio results.
Luxury Coastal Vacations is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. Hiring decisions are based solely on qualifications, merit, and business needs.