Job Title: Customer Success Manager 

Location: Crowthorne House, Wokingham (Hybrid) 

Brand: Leaders Romans Group 

Salary: £40,000– 50,000 OTE 

About Us: 

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 200 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company. 

Job Summary and key responsibilities 

Reporting to the manager of the Customer Success Team we are looking for a Customer Success Manager who will be responsible for maintaining and improving the retention rate of landlords. They will focus on understanding the reasons behind termination and addressing issues as well as rebuilding the customers loyalty to ensure long term retention. They will be solution focused and will analyse data and feedback to identify the causes of attrition and implement retention programs and initiatives. 

Key Responsibilities: 

• Understanding ATB erosion through gaining quantitative feedback from landlords following notice to terminate their contract.  
• Probing clients to gain valuable insight for the group and providing solutions to win back the business.  
• Taking initiative to negotiate with the client during calls to win back the business. 
• To carry out regular check ins with retained clients for 6 months post to ensure deliverables achieved and we continue to retain. 
• Developing and executing retention strategies and campaigns for the residential lettings side of the business to avoid future attrition. 
• Monitoring and measuring the retention rate and other key performance indicators and reporting on the results and outcomes. 
• Measure achievements against KPI’s/metrics to show role success.  
• Using surveys, interviews, or focus groups to collect feedback and insights from customers. 
• Analysing data and feedback to identify the factors that influence retention and attrition and recommend improvements or changes. 
• Collaborating with other departments or teams such as marketing, lettings, customer service, human resources, and digital development to ensure alignment and consistency of retention efforts. 

• Researching and staying updated on the best practices and trends in retention management 

What are we looking for: 

• Excellent communication, interpersonal, and negotiation skills 
• Ability to build rapport and trust with customers and employees. 
• Strong analytical, problem-solving, and decision-making skills 
• Assertive and probing questions 
• Lettings legislation  
• Lettings Industry experience 
• Experience in retention management, customer service, account management or similar role 
• Creativity and innovation aiding in design and implementation of  retention campaigns 

What we can offer you: 

• Proven track record for career growth and advancement within the company 
• Market leading training and ongoing professional development  
• Supportive and collaborative team environment 

Benefits: 

• Competitive base salary and Commission structure 
• Quarterly and yearly awards including trips abroad 

• Salary sacrifice pension scheme  
• Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year 

Leaders Romans Group are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry. 

Leader Romans Group does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.