Client Experience

8 hours ago

Manila, National Capital Region, Philippines 3e3629f3-667b-4f63-953d-d3d6d89b0c85 Full time ₱30,000 - ₱60,000 per year

About the Role

We're looking for a Client Experience & Business Operations Coordinator to play a key role in managing communication between homeowners and our internal teams. This position ensures smooth homeowner interactions, accurate CRM management, and operational efficiency across both the Client/Homeowner Experience and Business Development departments.

You'll help maintain our reputation for professionalism, responsiveness, and care - while supporting internal teams with the data and reporting they need to grow the business.

Key Responsibilities
Client and Homeowner Communication (Primary Focus)
  • Manage shared inboxes and CRM systems (HubSpot, Front, Mail Chimp, Beyond, Breezeway, Vintory), ensuring all inquiries are responded to promptly and routed correctly.
  • Draft and distribute property owner updates, newsletters, and communications.
  • Maintain accurate homeowner contact records and databases.
  • Track and report on homeowner experience metrics, including response times and satisfaction scores.
  • Prepare and format monthly homeowner communication summaries and reports.
Business Development Support
  • Support the BD team by tracking, qualifying, and organizing incoming leads.
  • Keep CRM pipelines up-to-date with lead status and activity.
  • Prepare weekly reports on lead conversion, pipeline health, and outreach performance.
  • Assist in scheduling discovery calls, demos, and internal follow-up meetings.

  • Coordinate cross-departmental handoffs between marketing and sales teams.Administrative & Reporting

  • Compile and distribute performance summaries for leadership (homeowner satisfaction, BD conversion rates, and operational efficiency).

  • Ensure data accuracy across all systems and documentation.
Mandatory Reporting Requirements

You will be responsible for compiling and reporting the following weekly and monthly metrics:

  • homeowner and lead response times.
  • Accuracy and completeness of CRM data.
  • Satisfaction and feedback summaries from homeowners and homeowners.
  • Efficiency metrics for BD support (reports delivered, meetings scheduled, data accuracy).
Required Qualifications

Core Skills & Experience

  • Excellent written and verbal English communication skills.
  • 2+ years in administrative, homeowner-facing, or CRM-based support roles.
  • Strong attention to detail, multitasking, and organization.
  • Empathetic, professional communication style suited to homeowners and internal stakeholders.
  • Self-motivated and comfortable working remotely.

Technical Proficiency

  • Experience with CRM tools such as HubSpot, Vintory, or Front.
  • Proficient in Google Workspace or Microsoft Office Suite.
  • Strong reporting and data analysis capabilities (Sheets, Excel).
Preferred Qualifications
  • Prior experience in the vacation rental or property management industry (Guesty).
  • Familiarity with business development, marketing automation, or customer support tools.
  • Understanding of homeowner communication best practices and satisfaction metrics.
Availability & Flexibility
  • Standard Monday–Friday schedule with occasional flexibility for time zone coordination.
  • Occasional meeting participation outside core hours may be required to align with global teams.

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