Client Experience & Business Operations Coordinator

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.

• 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.

• 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.

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).

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).

• 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.

• 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.