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About the Role
The Customer Relationship Manager will strengthen relationships between Shaftesbury Capital and its commercial customers, focusing on engagement, communication, and insight. This role supports property and facilities management teams by filtering information and facilitating communication, ensuring customers receive timely updates and Shaftesbury Capital understands customer sentiment and emerging trends.
Responsibilities
- Build and maintain strong positive relationships with customers across the portfolio.
- Conduct regular customer visits, meetings, forums and drop-in sessions.
- Understand customer priorities, challenges and business needs.
- Foster a strong sense of community and encourage positive engagement across our destinations.
- Support the onboarding of new customers, ensuring a welcoming and seamless experience.
- Act as a key link between customers and the Property Management team.
- Deliver relevant updates, initiatives and communications on behalf of the business.
- Help ensure there is a clear handover and escalation route between the Customer Relationship Manager, Property Manager and Facilities Manager.
- Promote and support the use of the customer portal and other engagement tools.
- Help ensure customers receive timely and relevant information.
- Gather, analyse and share customer feedback, trends and insights.
- Identify opportunities to improve services, communication and customer experience.
- Monitor customer satisfaction and engagement levels.
- Provide actionable recommendations to support operational and strategic decision-making.
- Coordinate and attend customer forums, networking events and engagement activities.
- Work collaboratively with Shaftesbury Capital's Marketing team to promote destination marketing campaigns, events and customer engagement initiatives.
- Encourage participation in events and customer engagement programmes.
- Capture feedback from engagement activity and use it to inform future initiatives.
Requirements
- Experience in customer service, account management, stakeholder engagement or relationship management, ideally within the property, retail, hospitality or service sectors.
- Strong relationship-building skills, with the ability to establish trust and credibility with customers and internal stakeholders.
- Excellent verbal and written communication skills, with the ability to communicate clearly, confidently and professionally with a wide range of stakeholders.
- Strong commercial awareness, with an understanding of the factors that influence business performance and customer occupation.
- A genuine interest in customer experience and an ability to understand and interpret customer feedback.
- Knowledge of the evolving retail and food & beverage landscape, with the ability to identify relevant customer, consumer and market trends.
- Highly organised, with the ability to coordinate multiple customer relationships, engagement activity and follow-up actions.
- Proactive and collaborative, with the confidence to identify opportunities for improvement and work with operational teams to support delivery.
- Strong attention to detail, particularly in relation to communication, customer records and follow-up.
- Ability to gather, interpret and present customer insight in a clear and useful way.
- Experience using CRM systems, customer portals or reporting tools would be advantageous.
Skills
- Customer service
- Account management
- Stakeholder engagement
- Relationship management
- Communication
- Commercial awareness
- Customer experience
- Customer insight
- Organisation
- Collaboration
- Attention to detail
- CRM systems
- Customer portals
- Reporting tools
Location
- Central London
Work Type
- Full-time
About the Company
- Workman has been appointed to deliver property management services for Shaftesbury Capital's central London portfolio.
- Workman is delivering property management services across Shaftesbury Capital's 2.7 million sq. ft mixed-use estate spanning four distinctive villages: Covent Garden, Carnaby Street, Soho, and Chinatown.
- The estate comprises around 1,100 commercial and 900 residential units across more than 460 buildings.
- Workman is the UK's largest independent commercial property management and building consultancy firm with over 40 years of experience.
- Workman has a long-standing presence in central London and experience managing mixed-use estates comprising retail, hospitality, office space, and residential components.
- A dedicated on-site team has been established in central London, fully focused on supporting the Shaftesbury Capital portfolio and its customers.