Pay: $70,000.00 – $75,000.00 per year

Position Summary:
The Director of Owner Services leads the Owner Relations department and is responsible for cultivating, securing, and sustaining exceptional homeowner partnerships. This role drives both portfolio growth and service excellence by bringing new homes into the Exclusive 30A program, building strong owner relationships from the start, and ensuring those relationships are seamlessly transitioned to the Owner Relations Managers for continued success.

This position combines sales, leadership, and strategic oversight guiding the Owner Relations team, managing escalations, and collaborating cross-departmentally to maintain high homeowner satisfaction, consistent property performance, and brand integrity across the portfolio.

Primary Responsibilities:

• Owner Acquisition, Onboarding & Relationship Development
• Serves as the primary contact for prospective homeowners throughout the acquisition and onboarding process, establishing trust and clear expectations from the outset.
• Builds relationships with new property owners through proactive communication, detailed onboarding, and education about Exclusive 30A’s standards, systems, and services.
• Works closely with Revenue Management and Marketing to prepare and present proformas, rate strategies, and performance projections for prospective homes.
• Conducts property walkthroughs with new owners to provide insights on potential improvements, upgrades, or design enhancements to optimize rental performance.
• Oversees new home onboarding to ensure smooth integration into the Exclusive 30A portfolio, coordinating with Operations, Design, and Maintenance teams.
• Personally introduces new homeowners to their assigned Owner Relations Manager, ensuring a smooth handoff and continuity of relationship.
• Engages with local realtors, developers, and community partners to create a consistent pipeline of new homeowner leads.
• Represents Exclusive 30A at networking events, community partnerships, and real estate functions to enhance brand visibility and drive acquisition opportunities.
• Collaborates with Marketing and Sales to execute homeowner acquisition campaigns and promotional initiatives.

Leadership & Oversight

• Leads, coaches, and develops the Owner Relations Managers to deliver consistent, high-quality service to all homeowners.
• Establishes clear goals and accountability metrics for the Owner Services department, ensuring alignment with company objectives.
• Provides strategic guidance and support to the team for handling complex or escalated homeowner issues.
• Conducts regular performance reviews and one-on-one meetings to assess service delivery, communication quality, and retention outcomes.
• Works directly with the General Manager to identify departmental needs, staffing priorities, and workflow improvements.

Owner Experience & Service Excellence

• Oversees homeowner communications to ensure all touchpoints reflect professionalism, transparency, and brand consistency.
• Supports Owner Relations Managers in maintaining proactive communication with homeowners regarding bookings, maintenance, and performance.
• Reviews homeowner monthly statements with Accounting to verify accuracy, cost allocations, and adherence to contract terms.
• Collaborates with Design and Operations to coordinate special projects, installations, or upgrades for owner properties.
• Partners with Marketing to ensure owner-facing materials and communications accurately represent Exclusive 30A’s luxury standards.
• Implements owner appreciation programs, such as milestone recognition, personalized gifts, or exclusive events.

Revenue, Retention & Growth

• Collaborates with Revenue Management to monitor performance, occupancy trends, and rate strategies across the homeowner portfolio.
• Leads strategic discussions with homeowners regarding pricing, revenue optimization, and investment returns.
• Identifies at-risk homes or owners and proactively develops retention plans to maintain portfolio stability.
• Reviews performance metrics and contributes to quarterly and annual forecasting efforts.
• Partners with the General Manager and leadership team on strategies to increase homeowner satisfaction, referrals, and retention.

Cross-Department Collaboration

• Partners closely with Operations, Design, Housekeeping, Maintenance, and Accounting to ensure homeowner needs are met consistently and efficiently.
• Coordinates with Marketing on owner acquisition content, brand initiatives, and external presentations.
• Participates in leadership and budget meetings to provide updates on acquisition progress, retention health, and departmental priorities.
• Ensures that communication between Owner Relations, Revenue, and Operations remains aligned to deliver seamless service to every homeowner.

Job Requirements (Experience, Knowledge, Skills)

• High school diploma or equivalent is required. A four-year college degree is preferred.
• Two (2) years of experience in owner relations experience is required.
• Two (2) years of experience in the hospitality industry is preferred.
• Excellent verbal and written communication skills.
• Proficiency in property management software and CRM systems preferred.
• Ability to handle and resolve conflicts effectively.
• Strong attention to detail and a commitment to maintaining high standards.
• Capacity to work independently and collaboratively as part of a team.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Education:

• Bachelor’s (Preferred)

Experience:

• Hospitality Industry: 2 years (Preferred)
• Owner Relations: 2 years (Required)

Work Location: Hybrid remote in Santa Rosa Beach, FL 32459