Homeowner Account Manager

Homeowner Account Manager – Northumberland and County Durham

Contract: 6-month fixed-term contract
Location: Northumberland region (approx. 180 properties and growing)
Coverage: Northumberland and County Durham
Base: Office-based during integration, moving to home-based with regular travel
Hours: Moving to Friday 9am-5:30pm

We’re looking for a proactive, relationship-led Homeowner Account Manager to support our expanding portfolio across Northumberland and County Durham. You’ll manage around 180 properties (and rising) and play a key role in our Travel Chapter and operations. This role blends commercial thinking, data analysis, homeowner engagement and property quality improvements.

Grow bookings and revenue
• Ensure each property is presented at its best with accurate, appealing descriptions
• Maintain high-quality, well-staged photography and highlight key selling features
• Create pricing strategies using data, competitor insight and performance trends
• Proactively monitor booking pace to maximise revenue and occupancy

Build strong homeowner relationships
• Become the trusted point of contact for your region’s owners
• Provide regular updates, visits and performance reviews
• Identify potential issues early using guest feedback and reviews
• Confidently handle challenging conversations without escalation
• Support owner events and engagement activities

Improve property and portfolio quality
• Recommend décor updates, upgrades and high-impact features
• Suggest ways to increase appeal, like allowing dogs or adding amenities
• Identify and remove barriers to bookings such as restrictive policies
• Review Property Quality Scores and advise on improvements
• Flag properties that cannot meet our required quality standards

General responsibilities
• Collaborate with New Business to onboard new owners smoothly
• Stay up to date with relevant industry legislation
• Encourage referrals and always champion our company culture
• Manage time effectively to meet performance expectations
• Prioritise health, safety and welfare in all aspects of the role

What you’ll bring (Essential)
• Account management experience
• Strong ability to understand and interpret data
• Results driven with a focus on hitting and exceeding targets
• Excellent communication and influencing skills
• Customer-focused, with experience managing varied customers
• Confident with IT including Excel and Outlook
• Property knowledge and strong regional awareness
• Proactive problem solver with excellent time management
• Able to work independently and follow processes clearly
• Full driving licence
• Able to work a small number of scheduled weekends

Desirable
• Experience in holiday letting or real estate
• Knowledge of the holiday property industry
• Photography or interior design skills

Key metrics
Portfolio revenue, average bookings per property, blended commission, property visits and owner contacts, quality of communication, NPS, property quality score, guest feedback and reducing controllable churn.