Customer Success Manager

Customer Success Manager

Location: Euston, London (Hybrid working) 

Hours: Monday-Friday, 9am-6pm 

Chestertons and its parent company Campions are looking for a passionate, experienced and highly motivated customer service professional to become its first Customer Success Manager.

This new role will be responsible for setting up systems and processes to engage and retain clients and ensure they enjoy an exceptional post-transaction experience.

The successful candidate will need to be self-motivated, ambitious and willing to get their hands dirty, as it is expected that the Customer Success team could grow rapidly over the next year. They will report directly to the Group Marketing Director and work closely with the operational business and the well-established Marketing Department.

Responsibilities:

• Research, develop, test and implement a new customer retention strategy for the Group
• Prepare implementation plans with project milestones for customer related projects.
• Source and deploy suitable resources to deliver the customer retention strategy
• Identify opportunities within the business to improve customer satisfaction and retention
• Use the CRM to track retention and churns rates across the business
• Contact clients that have recently completed transactions to offer a ‘post-sales’ services
• Carry out regular ‘check-in’ calls with existing clients to ensure customer satisfaction
• Advocate for customer needs by capturing and sharing feedback.
• Respond to customer feedback and proactively contact customers
• Work with Marketing to deliver customer communications and establish a calendar of client events

  Skills Profile

• An energetic individual with a genuine passion for delivering top-class customer service
• Experienced in developing and delivering customer retention strategies
• Ability to build strong relationships and foster long-term customer loyalty
• Exceptional written and verbal communication skills
• Strong leadership skills with the confidence to work with senior stakeholders
• Highly organised and process-driven
• The ability to analyse data to determine performance metrics, such as retention and churn rates
• A creative thinker, able to solve problems and react to changes quickly, efficiently and reliably
• At least five years’ experience in customer service
• Analytical skills to use data for creative problem-solving
• Eagerness to improve existing processes and try new ideas.

Campions: Campions is one of the fastest growing sales and lettings agency groups in the UK. It currently includes the Chestertons, Chase Buchanan, Retirement Homesearch and Campions Lettings & Management brands which collectively sell, rent and manage thousands of properties across the country every year.

Perks That Make a Difference:

Benefits: Employee assistance programme, competitive holiday allowance + public holidays, charity matching and payroll giving, contribution towards eye care tests, annual flu vaccination vouchers, birthday leave, health cash plan plus a range of other additional benefits that are linked to specific job grades.

We are an equal opportunities employer, we welcome applications from everyone who is excited by the opportunity to join us. At Campions, we are committed to creating a diverse and inclusive workplace. We will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.