Client Relations Executive for HAVN

Role Overview

The Client Relations Executive will support the growth of HAVN’s managed portfolio by strengthening relationships with landlords, improving retention, and keeping existing partners satisfied through structured communication, performance reporting, and quick handling of issues. This position is central to protecting portfolio stability and the company’s reputation by serving as the main contact for landlords and ensuring a consistently professional standard of service.

Key Responsibilities

• Serve as the main contact for landlords and share regular updates on performance, occupancy, and reviews.
• Arrange and lead recurring check-ins with important landlords to build durable partnerships.
• Escalate issues quickly to the GRE and Operations teams so they can be resolved without delay.
• Spot early signs of dissatisfaction before they turn into complaints or escalations.
• Track each landlord’s risk level as Healthy, Watch, or At Risk so retention efforts can be prioritised correctly.
• Provide landlords with clear and detailed explanations for operational updates, concerns, or changes.
• Own escalations end-to-end until there is confirmed closure.

Lead Management and Follow-Up

• Keep CRM records accurate and up to date with notes, follow-up activity, and current communication stage.
• Ensure the CRM shows the required minimum number of follow-up attempts for each lead to support conversion.

Reporting and Internal Coordination

• Prepare and send detailed weekly portfolio performance reports.
• Maintain live updates in Monday.com or any other assigned CRM platform.
• Confirm that all operational arrangements are in place before and during onboarding for every new unit.

Brand Representation and Professional Conduct

• Communicate and present yourself professionally in every interaction.
• Represent HAVN with honesty and clarity, in line with company values.

Operational Standards and Compliance

• Do not misrepresent services, offer unauthorised incentives, or record false information.
• Follow the required approval process at all times; discounts or contract changes cannot be approved without Managing Director sign-off.
• Work in full alignment with all Standard Operating Procedures.
• Apply the Guest-First approach, ensuring landlord promises never harm the guest experience.

Work Schedule

This position follows the company attendance policy, with a 6-day work week and working hours from 8:00 am to 5:00 pm.