Customer Relationship Manager

About the Role

The Customer Relationship Manager will build and maintain strong relationships with commercial customers across Shaftesbury Capital’s portfolio. The role focuses on customer engagement, communication and insight, acting as a link between customers and the Property and Facilities Management teams.

You will regularly engage with retail, hospitality and office customers, understand their priorities and feedback, communicate relevant updates, and identify opportunities to improve the customer experience and services.

The role does not involve directly managing or resolving property or operational issues. Instead, the Customer Relationship Manager ensures that feedback and issues are passed to the appropriate Property or Facilities Manager and that customers receive clear and timely updates.

Key Responsibilities

• Build strong, positive relationships with customers across the portfolio.
• Carry out regular customer visits, meetings, forums and drop-in sessions.
• Understand customer priorities, expectations, challenges and sentiment.
• Provide clear and timely two-way communication between customers and internal teams.
• Gather, collate and report customer feedback, trends and business insight.
• Identify opportunities to improve services, communication and the customer experience.
• Support the onboarding of new customers and ensure they understand key contacts, services and communication channels.
• Encourage customers to use the customer portal and maintain accurate contact information.
• Coordinate and attend customer events, forums and engagement initiatives.
• Work with Marketing and operational teams on campaigns, events and customer activities.
• Ensure customer concerns, including security or operational issues, are passed to the appropriate team.
• Monitor follow-up actions and ensure customers are kept informed.

Customer Engagement

Regular customer engagement should be used to:

• Share relevant updates, initiatives and information.
• Understand customers’ current priorities, challenges and opportunities.
• Gather feedback on services such as cleaning, security and maintenance.
• Identify recurring issues, emerging trends and areas for improvement.
• Understand customers’ preferred communication methods and frequency.
• Identify ways to improve the overall customer experience.
• Feed customer insight back to the Property and Facilities Management teams.

Key Performance Indicators

Performance will be measured through:

• Customer satisfaction and NPS.
• Quality and frequency of customer engagement.
• Participation in forums, meetings and engagement initiatives.
• Customer portal adoption and usage.
• Accuracy of customer records.
• Effectiveness of the customer onboarding process.
• Customer feedback on the quality and relevance of communications.
• Identification of customer trends and opportunities for improvement.
• Evidence that customer feedback leads to practical improvements.

Skills & Experience

• Experience in customer service, account management, stakeholder engagement or relationship management.
• Experience within property, retail, hospitality or service sectors would be advantageous.
• Excellent relationship-building and communication skills.
• Strong commercial awareness and an understanding of customer needs.
• Genuine interest in customer experience and the ability to interpret feedback.
• Awareness of retail, hospitality, food and beverage and wider market trends.
• Highly organised, proactive and collaborative.
• Strong attention to detail and follow-up skills.
• Ability to gather, interpret and present customer insight clearly.
• Experience using CRM systems, customer portals or reporting tools would be advantageous.

Our core belief

Great Workmanship starts with getting the fundamentals right.

Even though we're in the property business, we're all about the people.

Everything we do is built on collaboration, empowerment, autonomy, and integrity – not just words, but how we actually work.