Customer Relationship Manager

Customer Relationship Manager

Department: Flex

Employment Type: Permanent - Full Time

Location: MAPP London Workspace

Compensation: £34,000 - £37,000 / year

Description MAPP is a market leader for UK commercial property management. It manages around £28 billion of business space and 5,000 occupiers for a variety of leading funds, REITs and Real Estate investors. MAPP is over 25 years old, B Corp, and in 2023 became an EOT.

At MAPP, we want to make the real estate industry a career path where everyone feels both welcome and wanted. We're proud of our progress so far, but we're constantly reevaluating how we can make sure the best people, regardless of gender, ethnicity, sexuality, nationality, background or neurodiversity, can see themselves excelling at MAPP.
Our MAPP values underpin everything we do. We were the first national real estate consultancy in the UK to become a B Corp. We want you to learn and grow, to challenge yourself and be the best you can be. As an organisation, we are growing, and have done so for the last five years. We promote about 10% of our office-based roles in a year. We have fun together with events and opportunities to connect, grow and learn with charity days and fundraising events for our communities, as well as study days that broaden our professional horizons. 
In Feb 2022, MAPP acquired RE-DEFINED to broaden the offer and resources required to scale in the fast moving Flex industry. 
RE-DEFINED operates flex workspaces within a variety of clients buildings. Services range from design and build to marketing and lettings, and of course pure operations; onboarding occupiers and delivering great services to occupiers, their staff and guests. 
While RE-DEFINED operates in many MAPP managed buildings, it also operates in those with other property managers in place, and as a result RE-DEFINED is growing rapidly, and we are hiring

Title, Team and Role Summary
Title : Customer Relationship Manager, Managed+ Portfolio  

Team : RE-DEFINED  
 
Who Does This Role Report Into? Head of RE-DEFINED Operations

Role Summary /  Purpose and Scope
As the Managed+ portfolio grows RE-DEFINED is recruiting a Customer Relationship Manager for the Managed+ Portfolio. The focus of the role is managing some of our Managed+ customers, who require remote relationship management and occasional visits.    This role is at the front of RE-DEFINED's customer relationship management, while it will also see you assisting the Regional Manager and the Head of Operations in all aspects of service delivery and site performance.     This role will expose the successful candidate to many aspects of the business, so while experience is preferred, a proactive, can-do attitude is essential. It is well suited to those who want to learn our industry as we look to build the future layer of our business's management team.     Ideally for this role, we are looking for someone with at least two years on the ground operational experience; be it within office management, wider hospitality, or customer facing roles.     The key responsibilities are; occupier satisfaction and on-boarding, day to day supplier relationships, responding to customer requests and tickets, supporting aspects of the sales process across the portfolio, as well as assisting RE-DEFINED's Operational evolution.     Being highly personable and friendly, the ideal candidate is the face of the business to occupiers and will also be able to spot opportunities to enhance customer services, and occupier satisfaction.     This role will work closely with and report to the Regional Manager, as well as the Head of Operations and the wider RE-DEFINED and MAPP team.     This role is there to support the smooth running of the Managed+ portfolio, support the Regional Manager, and maintain service in their absence

Skills, Knowledge and Values Skills (People & Technical)

• You are the Managed+ Portfolio Champion By being an advocate for the occupiers at every step, you'll help the rest of the team keep the customer at the heart of everything we do 
• It's all about the people in the buildings you support. You need to forge friendly but trusting relationships with key contacts. Seek opportunities to engage with occupiers and get a true understanding 
• Owning and embracing the service delivery, driving standards to make the spaces sparkling, comfortable, welcoming, memorable and useful 
• Being house proud and thinking about what can be improved 
• Regularly reviewing all amenities and engaging with occupiers through meetings and surveys to identify changes in requirements 
• Managing incoming enquiries 
• Keeping our CRM and sales systems accurate, organised, and up to date 
• Working closely with the MAPP Facilities team to help maintain building compliance and reduce risk 
• Assisting with health & safety checks, risk assessments, and audit preparation 
• Helping with the practical setup of new sites, including logistics and supplier coordination 
• Following and reinforcing company processes, policies, and governance standards 
• Producing regular sales reports and insights to support commercial decision-making 
• Collaborating with community and operations teams to ensure smooth client onboarding 
• Supporting the rollout and improvement of sales tools, system upgrades, and automation 
• Monitoring statutory and internal compliance, including meeting MAPP policies and procedures, RICS and ISO standards and any statutory timelines and escalation requirements 

Values & Behaviour

• Exhibition of MAPP Values : Avoid Ambiguity, Appreciative, Adventurous, Authentic and Accountable
• Self Management including showing initiative, being proactive and meeting deadlines 
• Embracing Change including Technology 
• Engaging with the Big Picture 
• Great service delivery including working in partnership with internal and external individuals and good communicating in written and verbally 
• Achieving Results and Prioritise Work including attention to delivery to all stakeholders 
• Innovative Solutions and Problem Solving 
• Developing Self and Others and willing to Learn 
• Interpersonal and Relationship skills capable of communicating at various levels including meetings with occupiers, client, supplier and wider stakeholders. 
• Strong written and verbal communications including report writing 

Experience and Salary Level of Experience / Certifications:

• Two years on the ground sales experience is desirable, be it within a flexible workspace (a coworking centre), multi-let business space, commercial property broker/agency 
• Exceptional interpersonal skills (as the role will interact with many functions of RE-DEFINED, MAPP, Clients and most importantly prospective and current occupiers)  
•  Some sales experience  
• Understanding of the local flex market throughout the UK  
• Relationship builder  
• Some Facilities & Building Management knowledge  
• Detail orientated and organised 

Working Hours: 9am - 5.30pm Monday - Thursday & 9am - 5pm Friday

Salary Range (Based on Experience)
£34,000 - £37,000 per annum, depending on experience.

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