Client Experience & Operations ManagerTeam Becker Realtors | Keller Williams RealtyThis Is Not Your Typical Administrative Position
This is not an entry-level administrative role. Team Becker Realtors is seeking a highly capable operations professional who can independently manage projects, improve systems, anticipate needs, and help drive the growth of a top-producing real estate team. The ideal candidate is a problem solver, relationship builder, project manager, and customer service professional who thrives in a fast-paced environment and takes pride in delivering exceptional results.
Position Overview
Team Becker Realtors is seeking a highly organized, detail-oriented, and proactive Client Experience & Operations Manager to help support our growing real estate business. This position serves as the operational backbone of the team and plays a critical role in delivering exceptional client experiences, managing transactions, coordinating marketing initiatives, organizing events, and supporting the overall growth of the business.
The ideal candidate thrives in a fast-paced environment, enjoys managing multiple projects simultaneously, takes initiative without being asked, and genuinely enjoys helping people. This role supports Team Leaders David and Carin Becker while serving as a key point of contact for clients, vendors, and business partners.
Key ResponsibilitiesClient Communication & Experience
- Serve as a primary point of contact for buyers, sellers, and past clients.
- Maintain consistent communication throughout the buying and selling process.
- Ensure clients receive timely updates and exceptional service.
- Manage client onboarding and post-settlement follow-up.
- Coordinate client appreciation gifts and celebrations.
- Request and manage Google reviews and client testimonials.
- Oversee customer satisfaction initiatives and referral programs.
- Plan and coordinate settlement celebrations and closing gifts.
Transaction Coordination & Compliance
- Manage real estate transactions from contract to settlement.
- Coordinate inspections, appraisals, financing, title work, repairs, and settlement scheduling.
- Communicate regularly with clients, lenders, title companies, attorneys, inspectors, and cooperating agents.
- Maintain transaction files and ensure compliance with brokerage requirements.
- Track critical deadlines and proactively address issues before they become problems.
- Prepare and organize transaction documentation.
CRM & Database Management
- Manage and maintain the team's CRM database.
- Ensure client information remains accurate and up to date.
- Build and maintain automated communication plans and workflows.
- Manage lead nurturing campaigns and follow-up systems.
- Track database growth and engagement metrics.
- Segment contacts for targeted marketing campaigns.
- Implement strategies to increase client retention and referrals.
Marketing & Brand Management
- Coordinate all social media marketing efforts.
- Create and manage content calendars.
- Schedule and publish social media content across multiple platforms.
- Coordinate video production, editing, posting, and promotion.
- Assist with listing marketing campaigns and property promotions.
- Design and coordinate direct mail campaigns.
- Manage email marketing campaigns and newsletters.
- Coordinate print marketing materials, brochures, postcards, and flyers.
- Ensure brand consistency across all marketing channels.
- Assist with website updates and basic SEO initiatives.
- Manage the team's Google Business Profile and online presence.
Events & Community Engagement
- Plan and execute client appreciation events.
- Coordinate annual events, holiday parties, movie nights, workshops, and community outreach initiatives.
- Manage event logistics including venues, vendors, sponsorships, registration, budgets, and attendee communications.
- Organize contests, giveaways, and promotional campaigns.
- Coordinate event marketing and follow-up communications.
Executive & Administrative Support
- Manage calendars, appointments, and scheduling.
- Coordinate meetings and prepare agendas and materials.
- Assist with special projects and business initiatives.
- Prepare reports, presentations, and spreadsheets.
- Track team goals, scorecards, and key performance indicators.
- Maintain operational systems and procedures.
- Assist with bookkeeping-related administrative tasks and expense tracking.
- Support implementation of new systems and technology.
Vendor & Project Management
- Coordinate photographers, stagers, cleaners, contractors, sign installers, and other service providers.
- Maintain and grow the team's preferred vendor network.
- Obtain quotes and coordinate project timelines.
- Monitor project completion and quality standards.
- Manage vendor relationships and communication.
Business Growth & Recruiting Support
- Assist with recruiting initiatives for Keller Williams.
- Coordinate recruiting appointments and follow-up communication.
- Manage recruiting databases and candidate tracking.
- Support agent onboarding and orientation processes.
- Assist with market center and team growth initiatives.
Client Retention & Referral Marketing
- Coordinate monthly client newsletters.
- Manage client touch programs throughout the year.
- Execute direct mail and sphere marketing campaigns.
- Coordinate holiday gifts and appreciation initiatives.
- Implement referral-generating campaigns and follow-up systems.
- Track client engagement and retention metrics.
Inventory & Operations Management
- Manage sign inventory, lockboxes, marketing materials, and office supplies.
- Coordinate ordering and distribution of marketing assets.
- Maintain organized systems for team operations.
- Assist with office management and vendor relationships.
Investment & Affiliated Business Support
- Assist with administrative tasks related to rental properties and investment holdings.
- Support operational initiatives for affiliated businesses including Agent Admins and Simple Home Settlements.
- Coordinate projects, communications, and administrative needs as assigned.
QualificationsRequired
- Exceptional organizational and project management skills
- Strong written and verbal communication abilities
- Outstanding customer service skills
- High attention to detail
- Ability to prioritize and manage multiple projects simultaneously
- Professional appearance and demeanor
- Strong problem-solving abilities
- Proficiency with Google Workspace and Microsoft Office
- Ability to work independently and take initiative
Preferred
- Real estate experience
- Transaction coordination experience
- CRM management experience
- Social media marketing experience
- Event planning experience
- Graphic design experience
- Knowledge of Keller Williams systems
- Pennsylvania Real Estate License (or willingness to obtain)
Success Traits
The ideal candidate is:
- Highly organized
- Detail-oriented
- Self-motivated
- Tech-savvy
- Positive and energetic
- Resourceful and proactive
- Customer-service focused
- Adaptable in a fast-paced environment
- Comfortable handling confidential information
- Passionate about helping clients and supporting a growing business
What Success Looks Like After 12 Months
- Every transaction runs smoothly with minimal oversight.
- Clients consistently rave about communication and service.
- The CRM is organized, accurate, and actively generating repeat and referral business.
- Client events are well-attended and professionally executed.
- Marketing campaigns are launched consistently and on schedule.
- Google reviews and referrals continue to grow.
- David and Carin are freed from administrative tasks and able to focus on clients, leadership, and growth.
- Team Becker Realtors continues to scale while maintaining an exceptional client experience.
Compensation & Benefits
- Competitive compensation based on experience
- Performance-based bonus opportunities
- Professional development and training
- Pennsylvania Real Estate Licensing assistance available
- Growth opportunities within Team Becker Realtors and affiliated businesses
- Positive, family-oriented team culture
- Opportunity to make a meaningful impact on clients and the community
About Team Becker Realtors
Team Becker Realtors is one of the top-producing real estate teams serving the Greater Hershey, Palmyra, Hummelstown, Annville, and Harrisburg areas. Since 2015, we've helped over 900 families buy and sell homes while building a reputation for exceptional service, strong communication, and community involvement.
We are looking for someone who wants more than a job. We are looking for someone who wants to become a key leader in a growing business and help create an amazing experience for the clients and families we serve.
Pay: $55,100.00 - $84,200.00 per year
Work Location: In person
