Client Relations Executive for HAVN

The Client Relations Executive is responsible for growing HAVN’s managed portfolio, ensuring retention and satisfaction of existing landlords through structured communication, data-driven performance updates, and proactive issue management. The role plays a critical part in maintaining the company’s reputation and portfolio stability by acting as the primary point of contact for landlords, ensuring operational excellence, and upholding the brand's standards of professionalism.

Key Responsibilities:

Existing Landlord Relationship Management

• Act as the primary point of contact for landlords, providing consistent performance, occupancy, and review updates.
• Schedule and conduct regular check-ins with key landlords to foster long-term partnerships.
• Escalate concerns to the GRE and Operations teams promptly to ensure swift resolution.
• Proactively identify landlord dissatisfaction before escalation or complaints arise.
• Maintain a risk status for each landlord (Healthy / Watch / At Risk) to ensure targeted retention efforts.
• Ensure landlords receive clear, detailed explanations for all operational updates or issues.
• Take full ownership of landlord escalations until resolution is confirmed.

Lead Management & Follow-Up Discipline

• Maintain the CRM with accurate notes, follow-ups, and current communication stages.
• Ensure the CRM reflects the required minimum follow-up attempts per lead to maximize conversion.

Reporting & Internal Coordination

• Submit comprehensive weekly reports on portfolio performance.
• Maintain real-time updates in Monday.com or designated CRM systems.
• Confirm operational readiness before and during the onboarding process for all new units.

Brand Representation & Professionalism

• Maintain professional communication and appearance in all interactions.
• Represent HAVN honestly, clearly, and in alignment with company values.

Coordination & Operational Standards

• Ensure zero-tolerance for misrepresentation of services, unauthorized incentives, or falsified data.
• Adhere to strict approval workflows; no authority to approve discounts or contract deviations without Managing Director approval.
• Maintain 100% compliance with all Standard Operating Procedures (SOPs).
• Follow the "Guest-First" principle, ensuring landlord commitments do not compromise the guest experience.

Work Requirements:
This role is subject to company attendance policy and requires working 6 days a week, with daily working hours from 8 am to 5 pm.