Property Account Manager

About the role

Career Directions Limited (CDL) is hiring a Property Account Manager in Nairobi, reporting to the Reservations Manager. The role manages and maintains strong relationships with landlords and property owners, and with long-term clients, acting as their main point of contact and following through on requests, concerns, approvals, renewals and other matters.

Key responsibilities

• Serve as the main point of contact for landlords and property owners, managing their communication, updates, requests and concerns with timely follow-up and resolution.
• Conduct regular check-ins with landlords and escalate significant concerns or disputes when necessary.
• Manage long-term client relationships, coordinate stay extensions, renewals and move-out communication, and support client retention.
• Coordinate with Housekeeping, Repairs & Maintenance, Reservations, Finance and other teams, ensuring requests are assigned and followed through, and escalating delays or recurring issues.
• Coordinate repairs and maintenance with landlords and clients, obtain approvals where required, update them on significant repairs and keep relevant documentation.
• Handle property onboarding and offboarding, including documentation, inventories, snagging, property condition, access, utilities and handover requirements, and coordinate deposits and final handover.

Required profile

• Diploma or Bachelor's degree in Customer Service, Business Administration, Hospitality, Communications or a related field.
• Minimum 2-3 years' experience in customer service, client relations, account management or a similar client-facing role.
• Experience handling client relationships, complaints, escalations and service resolution.
• Experience in hospitality, serviced apartments, real estate or property management is an added advantage.

Required skills

• Excellent communication and interpersonal skills.
• Strong coordination, follow-up and organizational skills.
• Negotiation and conflict-resolution skills.
• Ability to manage multiple client accounts and priorities.