Workman Facilities Management Limited
Customer Relationship Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location