Client Relations Manager

Own the relationships that keep our owners loyal.

Vivid Property is looking for a relationship-led, highly organised Client Relations Manager to own the daily rhythm of our client communication, from Podium activity and Google reviews to cancellations, pricing reviews, and our Hello inbox. You'll be the person who makes sure nothing drifts: every piece of feedback is followed up, every at-risk owner is identified early, and every opportunity for retention, referral or growth is captured and passed on.

This is an execution-focused role for someone who's as comfortable with warm, calm client conversations as they are with tight systems and follow-through. You'll work closely with Property Managers, the Risk & Compliance Solutions Lead, Operations and Directors, protecting senior capacity by owning the routine and escalating cleanly when something needs more.

What You'll Be Doing

Client Experience, Podium & Reputation

• Monitoring Podium activity daily, ensuring client feedback and follow-up are progressed promptly
• Responding to or coordinating responses to client feedback with warmth and professionalism
• Managing Google review responses, investigating context before responding to negative feedback
• Identifying recurring themes or compliance concerns and escalating appropriately
• Protecting and strengthening Vivid's reputation through thoughtful, consistent communication

Cancellations, Retention & Owner Nurture

• Coordinating cancellation administration, follow-up and accurate data capture
• Proactively contacting owners considering leaving, selling or changing their arrangements
• Identifying retention opportunities and coordinating next steps with Property Managers, Operations or Directors
• Maintaining clear follow-up lists and ensuring agreed actions are completed on time
• Spotting referral, sales or growth opportunities from client conversations

Hello Inbox & Client Follow-Up

• Monitoring and triaging the Hello inbox, actioning or allocating matters appropriately
• Ensuring owner enquiries are acknowledged, actioned and closed out, not left unresolved
• Maintaining visibility over outstanding actions and chasing internally when things are overdue

Pricing Reviews & Commercial Follow-Through

• Coordinating owner pricing review activity, communication and follow-through
• Identifying owners who'd benefit from a pricing review or proactive contact
• Supporting retention and value maximisation through stronger client engagement

Systems, Records & Reporting

• Accurately recording client relations activity across Podium, ActiveCampaign, PropertyMe and the Hello inbox
• Maintaining recurring task lists so actions stay visible, current and completed
• Preparing a weekly Client Relations report on actions, retention, risks, leads and wins
• Providing clear escalation notes and client history when handing matters to Compliance, Operations or a Director

Escalation & Role Boundaries

• Owning routine client relationship administration, communication and follow-up
• Gathering context before escalating, and knowing when a matter needs to go up
• Escalating formal complaints, compliance concerns or material risk to the right lead

What You'll Bring

• A relationship-first approach, warm, calm and confident with owners, tenants and internal teams
• Strong organisational skills, able to manage recurring tasks and multiple inboxes without drift
• Commercial awareness, you understand retention, pricing conversations, referrals and growth
• Strong written communication, clear review responses, owner updates and escalation notes
• An investigative mindset, you look for the cause behind feedback or cancellations before responding
• Sound judgement and discretion with sensitive client information
• A team-first attitude and willingness to collaborate across Property Management, Operations and Compliance

What Success Looks Like in This Role

• Client enquiries and feedback are handled quickly, consistently and professionally
• Podium, Google reviews and the Hello inbox are actively monitored, nothing drifts
• At-risk owners are identified early and nurtured proactively
• Management has a clear weekly view of actions, risks, opportunities and wins
• Complaints and higher-risk matters are escalated early and handed over cleanly
• Vivid's reputation for responsive, relationship-led service is strengthened through every interaction

What's On Offer

• Part time across a 5-day week. Full-time considered
• Laptop and full docking station with monitors provided
• A collaborative team working closely with Property Managers, Operations and Directors

Ready to own the relationships that matter most?
Apply now with your resume and a short cover letter telling us why this role is for you.

For more information about the position, please email ***********@wcasolutions.com or call (08) 9383 3***