Client Executive

Our Group 
Joivy is the first comprehensive residential platform in Europe to offer a wide range of living spaces to its users - coliving, microliving, vacation, student housing, multifamily e coworking - and to support property owners and investors with a complete range of services to enhance their real estate assets: property management, asset management, and marketing strategy. Joivy counts 400 employees (32yo average age & more than 30 countries of origin), 21 offices across Europe, 50 destinations, and 6 countries (Italy, Spain, France, Portugal, UK, and Bulgaria) 

Joivy gathers the unique experience of DoveVivo, DoveVivo Campus, ALTIDO, Chez-Nestor and Open with the aim of enthusiastically innovating the European residential market, and also includes the brands Joivy Renew, specialized in home renovation and turnkey furniture sales, and Joivy Invest, business Unit focused on real estate investments. 

Joivy Scotland 

JOIVY has established a reputation in Edinburgh as a premium rental management company focusing on adopting a hospitality attitude to property management. 

JOIVY manages over 160 homes for individual owners, 60 for B2B clients and several apartment hotels. As we continue to grow our portfolio of high-quality serviced apartments, hotels, long-lets and rural retreats we also look towards our future growth throughout Scotland and maintaining the best possible service to both Guests and Clients.  

Purpose of the role 

The Client Executive plays a central role in supporting the performance and management of a diverse property portfolio, covering both short‑term and long‑term rental assets.

Sitting at the intersection of client management, distribution, and operations, this position ensures that property owners, guests, and internal teams receive high‑quality, proactive support.

 The successful candidate will oversee client communications, maintain and enhance listing quality across online travel agencies (OTAs), manage guest reviews, and coordinate internally to ensure that all properties are accurately represented and optimally performing online.

This role requires a highly organised, detail‑oriented, and proactive professional capable of managing multiple priorities while maintaining excellent communication standards.

Key Responsibilities 

Client Management

·       Act as the primary day‑to‑day operational contact for assigned property owners.

·       Maintain strong and professional relationships through responsive communication.

·       Manage and resolve client queries in coordination with internal teams.

·       Track all client requests and ensure timely follow‑through to completion.

Inbox & Communication Management

·       Manage the central client support inbox, ensuring all enquiries receive timely responses.

·       Triage incoming requests and distribute tasks to relevant teams where appropriate.

·       Keep accurate records of all client communications and requests.

OTA Review & Reputation Management

·       Monitor and respond to guest reviews across major OTAs (Booking.com, Airbnb, Expedia, Google, TripAdvisor).

·       Ensure all responses meet company tone, quality, and brand standards.

·       Identify recurring feedback issues and escalate operational concerns internally.

·       Track property review scores and highlight opportunities to improve guest satisfaction.

Property Listings & Distribution

·       Ensure all properties are accurately represented across OTA platforms.

·       Regularly review listings to verify accuracy for photography, descriptions, amenities, and key details.

·       Collaborate with internal teams to update, refine, or improve listing content.

·       Support the onboarding and launch of new listings to meet quality standards before going live.

Listing Content & Visual Standards

·       Maintain high visual and content standards for all listings.

·       Identify opportunities to improve conversion rates through enhanced imagery or descriptions.

·       Coordinate with relevant teams to execute visual and content updates.

Portfolio Oversight

·       Monitor and report on the overall online performance and presentation of properties.

·       Flag underperforming listings and recommend improvements.

·       Support the preparation of performance reporting or updates for property owners as required.

Long‑Term Rental Support

·       Assist in the management of long‑term rental properties.

·       Handle tenant communications and respond to property‑related queries.

·       Coordinate maintenance and operational requests with internal teams.

·       Maintain records of tenancy information and important dates.

Internal Coordination

·       Work closely with operations, revenue management, and connectivity teams to resolve property or client issues.

·       Ensure operational matters raised by guests or clients are escalated and resolved efficiently.

Required skills and or qualifications 

·       Experience in hospitality, property management, or short‑term rental operations.

·       Excellent written communication skills.

·       Strong organisational skills with the ability to manage multiple priorities.

·       High attention to detail.

·       Ability to collaborate effectively with multiple teams in a fast‑paced environment.

·       Experience managing or updating OTA listings desirable.

·       Experience responding to guest reviews desirable.

·       Exposure to long‑term tenancy or residential property management desirable.

·       Familiarity with property management systems (e.g., Guesty) desirable.

Terms & Conditions 

·       GBP 27,000 base salary

·       GBP 2,700 target annual incentive

·       33 days of holidays including bank holidays

·       Pension contributions per autoenrollment regulations

·       Based at offices in central Edinburgh. Some travel in Scotland and England may be required

·       Reporting to the Head of Commercial