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Referrals Manager

2 months ago

London, Greater London, United Kingdom Knight Frank Full time

About the Role

Knight Frank is seeking a highly motivated and experienced Referrals Manager to join our ConneXions department. As a key member of our team, you will play a crucial role in developing and implementing strategies to drive referrals and client engagement across the UK Partnership.

Key Responsibilities

  • Team Traits:
    • Courage - stand up to conformity and ConneXions seen as a must-do, not a nice-to-have. Tackle barriers to refer head-on using a wide range of tactics.
    • Ingenuity - find fresh and creative forces to the daily challenge or barriers - how to make ConneXions a must-do, not a nice-to-do. Constantly looking for methods of how we can improve, how we set office and BU targets, how we tailor training to experience in KF, future sources of referrals, third-party partners, Europe, alumni staff, etc.
    • Tenacity - the strength and determination to keep driving ConneXions forward. Keep pushing the programme, anticipate and breakdown perceived and actual barriers.
  • Service Principles:
    • Strategy - help develop the approach and strategy for ConneXions. This includes current and future opportunities, third-party partnerships. Take responsibility for the department's day-to-day operation.
    • Message [management and creation] - become an expert in Knight Frank services to enable join-ups and develop future reports. Build on the types of referrals/frequently asked questions. Messages for unblocking barriers.
    • Delivery - constantly looking to help improve and develop comms (success stories), training, presenting to offices, finding different ways to encourage greater referrals. The day-to-day operations as per Lauren's list below:
    • Support the ConneXions programme to ensure all tasks are delivered to a high quality and on time.
    • Maintain up-to-date records for the ConneXions programme and communicate monthly updates across the business to key stakeholders/Management.
    • Track the progress of actions and ensure actions are delivered on time.
    • Provide ideas to improve the ConneXions Programme further and help evolve the department strategy.
    • Manage new ideas from across Residential and Commercial ensuring they are being reviewed or actioned accordingly.
    • Prepare project documents and presentations for project meetings and training.
    • Organise and attend meetings, taking and writing up minutes as required.
    • Provide project updates to stakeholders in meetings, board meetings, and events.
    • Work with Internal Communications to produce regular and consistent project communications to increase ConneXions engagement across the business.
    • Lead, organise, and schedule the Client ConneXion events and workshops, liaising with L&D team on workshops for new starters, graduates, and underperformers.
    • Ensure the ConneXions digital Cross Selling Tool kit is updated and new departments created and added when needed, across Residential and Commercial.
    • To manage regular ConneXions communications across the partnership, giving department updates and posting good news stories on Global Life and other Internal Comms channels.
    • Adhere to the project reporting process - ensuring updates are timely and of sufficient detail and quality.
    • Process vouchers and awards as part of the ConneXions programme.
    • Manage own tasks within the ConneXions programme to a high standard.
    • Manage the ongoing ConneXions training across subdivisions and departments making sure there is high attendance.
    • Drill into the detail of these conversion rates, looking at performance and holding underperformers accountable.
    • Be a 'department manager' for a subset of departments, alongside the current ConneXions Manager.
    • Work with the Pitch Team and Client Care Team to identify opportunities and additional services for external clients.
    • Support in manually inputting all referrals each month and intermittently coordinating payment of £1,000 B2B payments alongside 5% rewards.
    • Work with the CX team on their loyalty programme to identify further opportunities for colleagues to cross-sell services (Resi only).
    • Coordinate Office visits to report team feedback and build on knowledge.

About Knight Frank

Knight Frank is the leading independent property consultancy in the UK, offering agency and professional advice across Commercial, Residential, and Rural sectors. Established in 1896, Knight Frank now comprises a global network of over 350 offices.