Customer Relationship Manager- International Property Developer

Location
City of London
Salary
GBP30000 - GBP40000 per annum +
Posted
15 Oct 2018
Closes
12 Nov 2018
Ref
13959420/001
Contact
David Turner
Specialist Area
Estates, property
Sector
Construction
Contract Type
Permanent
Hours
Full Time
  • Get in at the early stages and help this growing property developer build their brand and company image with their customers
  • Take control of the customer journey from completion through to move in and defect periods, working alongside contractors, senior management and with direct interaction with customers.

Client Details

My client has been building their property portfolio on an international stage for over 10 years and still continues to grow. In the last 18 months they have gone from c.15 staff to c.60+ employees.

They operate in several areas including Capital, Development, Acquisition, Sales, Lettings and Management of London property. They work with a mix of local and international buyers and investors.

The business is quickly establishing itself in the market with a team of 'high performing' individuals. As the business grows, the management look to bring in only the best candidates and want to see passion and drive as well as overall aptitude for the role in question.

Description

Customer Relationship Manager- International Property Developer

My client understands the key to success in a customer driven market is making sure those customers are happy and excited to move into their new properties. The CRM role will see to the individual needs of each of their customers, updating them on works to be completed, handling any small works with contractors both pre and post move in.

The CRM role is one of the most important in the organisation. The selected individual will own the management of existing and new client relationships. You will be managing the complete customer journey, providing and excellent level of service throughout. The business is committed to building high quality new homes for first time buyers and is expected to almost double it's customer base within the next 2-3 years.

Key areas:

1. Assess the current CRM process and systems and enhance or redesign the CRM processes and systems.

2. Implement the enhanced CRM system and continuously improve it for existing and new clients.

3. Drive post sales activity with customer with respect to offers made, agreements/contracts preparation, documentation, payment schedule, construction update, unit handover planning, etc

4. Coordinate with other functions, project team, legal team and sales team or sales agents, etc to provide effective customer relationship.

5. Explain products, services, pricing and answer queries and overcome objections from customers.

6. Maintain the customer complaint register and proactively and systematically resolve the issue and improve the system and process which will avoid repeat of same type of complaints.

7. Fortnightly MIS reporting to senior management and weekly reporting on any issue which requires urgent attention from Senior Management.

8. Identify, test and scale new opportunities for growth through a clear analysis of client behaviour and engagement.

9. Regularly attending meetings with clients to build relationships with existing accounts.

10. Achieving client relationship targets and KPI's as set by the line manager

11. Monitoring company performance against service level agreements and flagging potential issues.

12. Updating the CRM and ensuring account managers are aware of changes within clients.

Profile

Customer Relationship Manager- International Property Developer

Required, MUST have (qualification, experience and skills set):


  • Relevant undergraduate degree.
  • Minimum 5 years of experience of CRM with Real Estate Developers or Real Estate Sales company in UK.
  • Previous experience working as a client relationship manager or a track record of managing client relationships.
  • Commercial and business acumen.
  • Strong client relationship skills, professional persona.
  • Result driven, proactive & Entrepreneurial mindset.
  • Strong familiarity and experience of use of digital CRM system.
  • Very good knowledge and experience of Word, Excel and PPT for documentation, analysis and decision making and reporting purpose.

  • Desirable, NICE to have (qualification, experience and skills set):


  • Post Graduate in Real Estate or Management or Construction or Legal
  • Quality certifications such as Six-Sigma, 5S, TPS, etc
  • Experience of London Real Estate market

  • Job Offer

    Customer Relationship Manager- International Property Developer

    City of London

    Real Estate and Property

    As a growing business they are going through a number of changes, both operationally and culturally. Joining at this stage you can be influential in the development of the team, department and business as a whole.

    Some benefits are available with this role and there will be a strong element of change in the benefits over the next 18 -36 months.

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