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…