Customer Relationship Manager

About the role

The Customer Relationship Manager will play a key role in strengthening relationships between Shaftesbury Capital and the commercial customers across the portfolio.

The role is focused on customer engagement, communication and insight. The Customer Relationship Manager will spend the majority of their time engaging directly with customers across the portfolio, developing strong relationships and creating an effective two-way flow of information.

The role will support Property and Facilities Management teams by acting as an information filter and communication facilitator – ensuring customers receive relevant and timely information, while providing Shaftesbury Capital with a clear understanding of customer sentiment, priorities, expectations and emerging trends.

The Property Manager will remain the principal point of contact for customers in relation to their property, tenancy and day-to-day property management matters. Responsibility for operational issues and their resolution will remain with the relevant Property or Facilities Manager. The Customer Relationship Manager will support this process by ensuring information is effectively communicated, customer expectations are understood and appropriate follow-up takes place.

The role will therefore help to create a more consistent and proactive customer experience across the portfolio, while supporting the operational teams to identify opportunities to improve services, communication and customer engagement.

Key Responsibilities

Customer Relationships and Engagement

• 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.

Communication & Customer 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 so that actions and customer communications are not lost between teams
• Promote and support the use of the customer portal and other engagement tools.
• Help ensure customers receive timely and relevant information.

Customer Insight & Service Improvement

• 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.

Events & Community Engagement

• 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.

Key Performance Indicators

Performance will be measured against a combination of relationship, engagement, communication and insight measures, including:

• Customer satisfaction and NPS performance.
• Quality and frequency of customer engagement across the portfolio.
• Customer participation in forums, meetings and engagement initiatives.
• Customer portal adoption and usage.
• Accuracy and completeness of customer contact information.
• Effectiveness of the customer onboarding process.
• Customer feedback on the quality, relevance and frequency of communications.
• Identification and reporting of recurring customer themes and opportunities for service improvement.
• Evidence that customer feedback is being translated into improvements in services, communication and operational processes.

Skills & Experience Required

• 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.

Workman’s partnership with Shaftesbury Capital

• Workman has been appointed to deliver property management services for Shaftesbury Capital's central London portfolio, with the instruction underway since 1st June 2026.
• Selected following a recent tender process, 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. Together, they make up around 1,100 commercial and 900 residential units across more than 460 buildings. Services include rent collection, tenancy and data management, and occupier experience.
• As the UK's largest independent commercial property management and building consultancy firm, Workman brings over 40 years of focused experience in delivering high-quality property management and operational finance services, with a long-standing presence in central London and particular experience of 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, an approach that ensures continuity of service and the ability to respond efficiently across the estate.