Homeowner Account Manager

Homeowner Account Manager – Newquay & North Cornwall

Location: Newquay region, covering approximately 190 properties

Coverage: Newquay, Perranporth, Mawgan Porth, Redruth, St Agnes and Hayle, with travel of up to approximately 50 miles to the furthest property

Base: Home-based with regular travel

Hours: Monday to Friday 9:00am - 5:30pm

Car: Company Car Included

We’re looking for a proactive, relationship-led Homeowner Account Manager to support our established and growing portfolio across Newquay and the wider North Cornwall area. You’ll manage around 190 properties and play a key role in our Travel Chapter and operations.

This role combines commercial thinking, data analysis, homeowner engagement and property quality improvements, with a strong focus on maximising the performance of each property while building long-term relationships with our owners.

Grow bookings and revenue

• Ensure each property is presented at its best, with accurate, appealing and commercially effective descriptions
• Maintain high-quality, well-staged photography and ensure key selling features are highlighted
• Create and recommend pricing strategies using data, competitor insight and performance trends
• Proactively monitor booking pace to maximise revenue and occupancy
• Identify opportunities to improve individual property performance and overall portfolio results
  
  

Build strong homeowner relationships

• Become the trusted point of contact for homeowners across your region
• Build strong, professional and lasting relationships with property owners
• Provide regular updates, property visits and performance reviews
• Identify potential issues early through guest feedback, reviews and performance data
• Confidently manage challenging conversations and find positive solutions without unnecessary escalation
• Support homeowner events and engagement activities
  
  

Improve property and portfolio quality

• Recommend décor updates, upgrades and high-impact features that can improve guest appeal
• Suggest ways to increase a property's marketability, such as allowing dogs or introducing additional amenities
• Identify and remove barriers to bookings, including overly restrictive policies
• Review Property Quality Scores and advise homeowners on improvements
• Identify properties requiring improvement and work with owners to raise standards
• Flag properties that are unable to meet our required quality standards
  
  

General Responsibilities

• Collaborate with New Business to ensure new owners are onboarded smoothly and effectively
• Stay up to date with relevant industry legislation and requirements
• Encourage homeowner referrals and consistently champion our company culture
• Manage your time effectively across a geographically diverse portfolio
• Prioritise health, safety and welfare in all aspects of the role
• Work collaboratively with internal teams to deliver the best possible results for homeowners and guests
  
  

What You’ll Bring – Essential

• Account management experience
• Strong ability to understand, analyse and interpret data
• Results-driven approach, with a focus on achieving and exceeding targets
• Excellent communication, relationship-building and influencing skills
• Customer-focused approach, with experience managing a varied customer base
• Confident IT skills, including Excel and Outlook
• Good knowledge of property and strong regional awareness of the Newquay and North Cornwall area
• Proactive approach to problem-solving, with excellent organisation and time-management skills
• Ability to work independently while following processes and procedures effectively
• Full driving licence and access to suitable transport for regular regional travel
• Flexibility to work a small number of scheduled weekends
  
  

Desirable

• Experience in holiday letting, hospitality or real estate
• Knowledge of the holiday property industry
• Photography, styling or interior design experience
• Knowledge of the local tourism market and key destinations across North Cornwall
  
  

Key metrics

Performance will be measured against a range of commercial, customer and quality metrics, including:

• Portfolio revenue
• Average bookings per property
• Blended commission
• Property visits and homeowner contacts
• Quality and consistency of communication
• NPS
• Property Quality Score
• Guest feedback and reviews
• Reduction in controllable homeowner churn
• Overall portfolio growth and performance