Fully Managed Customer Retention Manager

GPE is a highly respected central London property investment and development company quoted on the London Stock Exchange. The Company, which employs around 150 people, owns around £2.9 billion of real estate – primarily commercial but also retail; and a small amount of residential - 100% in central London with a rent roll of approx. £107 million per annum. The business focuses on acquiring, managing and repositioning properties – to unlock their full potential and value. This approach, combined with successful reading of the real estate market, continues to deliver great performance for shareholders and makes for a dynamic environment in which to work.

We understand that customers’ needs are constantly evolving, with an increasing emphasis on design, amenity, technology and health and wellbeing. In the last five years we have expanded our workspace offering to include fully managed spaces as part of our market leading, customer first approach. Our fully managed spaces are fully furnished with all the hassle of managing an office removed (all rent, rates, service charge, cleaning, maintenance etc.) contained in one monthly bill, typically on simplified short form leases of 1-3 year terms. This is very popular with both smaller businesses looking to mature out of serviced offices, as well as large global businesses seeking a hassle free flexible solution in our core London locations. GPE is already one of the top providers of Fully Managed office space in London with ambitions to grow further.

We are embracing a modern customer focused model, evolving the way we do business to meet (and exceed) customers’ changing needs. The business sees this as an opportunity to differentiate itself, develop its brand and create an advantage in competitive marketplace, this role would be an integral part of an exciting and forward-thinking team.

At GPE, we genuinely believe that diversity gives us strength, but we know this strength is only fully realised if our environment is truly inclusive. Our culture is grounded in genuine and mutual respect, and we do not tolerate discrimination of any kind. We hire talented, unique individuals who are encouraged to collaborate, be their authentic selves and they support their colleagues to do the same.

Job Overview

This role blends two core responsibilities: strategic relationship management and transactional leasing. The greater emphasis is on building and nurturing long-term relationships with Fully Managed customers and there will also be a role to play in negotiating and managing lease renewals within our Flex portfolio. This will be underpinned by establishing and maintaining excellent relationships with Fully Managed customers to deliver commercial results. Working closely alongside internal Leasing and Portfolio Management colleagues to ensure the continuing growth of our Fully Managed portfolio. Delivering the leasing and asset management activities as the owner of the relationship between GPE and the customer, you will be critical focus to develop loyalty and retain customer. Furthermore, the role will support the development of our growing Flex portfolio, contributing to the retention and expansion of our existing customers, sharing learns to improve our approach to attracting new customers to our buildings. This role requires someone who has a commercial mindset, can work autonomously, and has some experience in the Central London flex market.

Key Performance Indicators

• Retention and churn rate
• Direct renewal deals
• Customer space growth and expansion
• Customer lifetime value
• Deal performance to key KPIs (ERV, Service Margin, Lease Length etc)
• Customer NPS Score

Key Competencies

• Excellent communication and presentation skills, with the ability to influence a range of audiences
• Commercially minded generating ideas to create added value and spot risks
• Confident, creative and takes pride in their work, with the energy and drive to grow the business
• Has a team-orientated mindset, encouraging collaboration and knowledge-sharing across teams and department
• Open and responsive to feedback. Resilient and deals positively and constructively with challenges
• Customer focused
• Ability to manage conflict and bring strong solutions
• Organised and structured approach to work
• Self-starter that proactively seeks out responsibility and opportunities

Relevant Professional Experience

• Proven ability to build and maintain strong relationships internally and externally
• Strong business acumen, with experience in assessing customer’s needs, selling propositions, negotiating, and closing deals
• Comfortable working in a fast-paced and dynamic environment
• Experience of working in a professional and technically oriented organisation
• Experience of using CRM system
• At least 3-5 years of experience within the Central London flex commercial office market, with a clear understanding of market dynamics, operators and transactions
• Experience of being involved in and completing transactions in the flex office leasing

Live by our Company Values

• We achieve more together
• We are committed to excellence
• We are fair and inclusive
• We embrace opportunity
• We value every customer

Job Responsibilities

Relationship Management

• The role focuses on building and maintaining strong, strategic relationships with GPE Fully Managed customers by understanding their business needs, identifying growth opportunities, and resolving challenges. It requires proactively managing key moments in the customer journey such onboarding processes, business reviews, and lease renewals. You will be leveraging customer and market data to drive meaningful conversations that drive retention.
• Retention – Coordinating activities across the Flex team to ensure that all customer touchpoints and services are delivered to the highest standard to ensure that a strong retention rate is achieved. Track renewal timelines and maintain accurate records to minimise vacancy risk.
• Issue resolution – Serve as the primary escalation point for customer issues that impact the lease, ensuring timely and effective resolution. Work collaboratively with Customer Experience, Finance, and Asset Management teams to address complex challenges and deliver practical, customer-focused solutions.
• CRM adoption – Utilising the CRM (Dynamics 365) to ensure all customer communications, meetings and key complaints are all tracked and circulated among key stakeholders.
• Driving advocacy – Monitor customer feedback and implement initiatives to enhance overall satisfaction and loyalty. Playing the role of voice of the customer with internal stakeholders.

Renewal Leasing

• Leasing process - Attend viewings alongside Leasing Managers and support on deal negotiations, agree HoTs, draft term sheets, obtain deal approvals from the Executive Committee where appropriate.
• Transaction Delivery - Work alongside the Retention Lead and Leasing Transactions team to complete transactions and assist in speeding up the leasing process.
• Customisation - Liaise with the Leasing Managers, Portfolio Managers, Customer Experience Managers and Flex Workspaces teams on the delivery of Day 2 works as part of the lease renewals.
• Reporting – Tracking the status via CRM of the renewal lease deals and performance. Additional reporting required to forecast lease event outcomes.

Product Improvement

• Leverage relationships with Customers to share feedback to Leasing team, Portfolio Management and Customer Experience teams to help further develop the GPE Flex product and service.
• Creating a forum to soundboard concepts and ideas developed by the GPE Flex team with customers before implementation.

Compliance

• Ensure that the Company’s Corporate Responsibility values and objectives are actively pursued in their area of work and keep up to date with all required and relevant legislation.

Job Benefits

• Hybrid Working with an expectation that you are in the office for at least three days per week
• Competitive Remuneration
• Share Incentive Plan
• Annual Leave
• Pension
• Enhanced Parental Leave and Pay
• Private Medical Insurance
• Private Dental Insurance
• And many others

At GPE we are committed to diversity and inclusion, we believe that diversity gives us strength. Collecting diversity data allows us to measure the effectiveness of our efforts and ensure our hiring procedures are fair and equitable for all. Providing this information is voluntary and remains confidential. This data this anonymised and only used to assess the diversity of our applicant pool. It will not influence hiring decisions in any way.