Mary-Jay Baker

Overview
Director of a nationwide property management company overseeing both commercial and residential portfolios. With an extensive career in the property industry, I provide strategic leadership and hands-on expertise to deliver a streamlined, compliant, and efficient property management service across the UK.

Key Responsibilities

• Lead and oversee the full operational management of residential and commercial properties nationwide
• Develop and implement streamlined property management systems to improve efficiency and service delivery
• Ensure full legal and regulatory compliance across all managed properties
• Oversee the preparation and management of all legal documentation, including tenancy agreements and compliance paperwork
• Manage property inspections, reporting, and condition assessments
• Coordinate maintenance, repairs, and contractor management to ensure properties are maintained to a high standard
• Act as a senior point of contact for landlords, tenants, contractors, and stakeholders
• Provide strategic advice to property owners to maximise asset performance and long-term value
• Monitor budgets, service costs, and operational performance
• Drive continuous improvement and best-practice standards across all aspects of property management

Overview:
International Sales Manager within a residential lettings company in Mallorca, responsible for securing property instructions across both short-term holiday rentals and long-term residential tenancies. The role combined international business development, sales strategy, and operational leadership while managing a multi-lingual team in a competitive overseas property market.

Key Responsibilities:

• Acquire and manage property instructions for short-term holiday lets and long-term residential rentals
• Develop and maintain strong relationships with international property owners and investors
• Lead international sales activity across multiple markets, generating new business opportunities
• Manage, train, and motivate a team of 7 staff members, ensuring high performance and service standards
• Oversee the end-to-end lettings process, from property onboarding to tenant placement
• Set and monitor sales targets, KPIs, and individual performance
• Ensure compliance with local regulations and licensing requirements for holiday and long-term rentals
• Coordinate marketing strategies to maximise property exposure and occupancy levels
• Handle complex negotiations with landlords, tenants, and corporate clients
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Overview:
Team Leader within a property management company, responsible for overseeing a dedicated “pod” of five staff members and managing the day-to-day operations of a residential property portfolio. The role combined people management with hands-on property management responsibilities to ensure a high standard of service delivery, compliance, and efficiency.

Key Responsibilities:

• Lead, support, and supervise a pod of 5 property management staff
• Allocate workloads, monitor performance, and provide ongoing training and guidance
• Oversee the preparation and management of all legal and compliance paperwork
• Arrange and review property inspections, reporting on condition and compliance
• Coordinate maintenance, repairs, and contractor management
• Act as a key point of escalation for landlords, tenants, and internal teams
• Ensure properties are managed in line with relevant legislation and company procedures
• Manage deadlines, priorities, and service levels across the portfolio
• Support senior management with reporting and operational improvements
• Drive consistent standards and best practice across all aspects of property management

Overview:
Senior Lettings Manager responsible for the performance and development of lettings offices across five separate locations. Appointed as part of a new start initiative, with accountability for driving growth through strategic marketing, KPI management, and achievement of sales targets. Consistently recognised as the top-earning manager within the region.

Key Responsibilities:

• Oversee lettings operations across 5 branch locations, ensuring consistent performance and service standards
• Lead and manage staff teams across all offices, providing coaching, training, and performance management
• Implement and manage KPIs, sales targets, and performance reporting
• Drive revenue growth through proactive business development and marketing strategies
• Monitor and improve conversion rates, instructions, and income streams
• Set and manage marketing campaigns to increase market share and brand presence
• Ensure compliance with lettings legislation, company policies, and best practice
• Act as a senior escalation point for complex client, landlord, and staff matters
• Report on performance, forecasts, and strategic outcomes to senior leadership

Key Achievements:

• Consistently achieved top-earning Senior Manager status within the region
• Successfully led and stabilised multiple offices during a new business start-up phase
• Improved KPI performance and revenue generation across all managed locations

Overview:
Senior Property Manager responsible for the day-to-day management of a portfolio of approximately 200 residential units. The role involved full operational oversight, ensuring properties were well maintained, compliant, and professionally managed, while delivering a high level of service to landlords and tenants.

Key Responsibilities:

• Manage a portfolio of circa 200 residential properties
• Organise and oversee maintenance, repairs, and contractor performance
• Coordinate with the legal team on the preparation and management of all leasing and compliance documentation
• Arrange and review property inspections, reporting on condition and compliance
• Act as the main point of contact for landlords and tenants, resolving issues efficiently
• Ensure full compliance with relevant property legislation and company procedures
• Monitor service levels, budgets, and maintenance expenditure
• Handle complex property issues, disputes, and escalations
• Maintain accurate property and tenancy records
• Support business objectives through efficient portfolio management and high retention levels

Overview:
Senior Lettings Negotiator within an independent estate agency, having progressed rapidly from a junior viewings assistant after joining straight from school. Responsible for conducting viewings, negotiating and securing lettings agreements, and supporting the property management team with ongoing tenancies.

Key Responsibilities:

• Conduct property viewings and build strong relationships with prospective tenants
• Negotiate rental terms and successfully secure lettings agreements
• Progress deals from offer stage through to tenancy agreement
• Provide professional advice to landlords and tenants throughout the lettings process
• Assist the property management team with ongoing tenancy matters
• Support move-ins, renewals, and general tenancy administration
• Maintain accurate records and update internal systems
• Deliver high standards of customer service in a fast-paced environment