At a Glance
- Tasks: Engage clients and drive retention strategies for high-value investments.
- Company: Luxury asset firm in London, specialising in fine wine and rare whisky.
- Benefits: Competitive salary, pension, staff discounts, and unique loyalty programme.
- Other info: Collaborative culture with exposure to high-net-worth clients and alternative investments.
- Why this job: Shape client experiences and influence investment strategies in a dynamic environment.
- Qualifications: 3-5 years in customer retention or account management, strong communication skills.
Location: The Gherkin, London (Office-Based)
Salary: Up to £50,000 Depending on Experience
Contract: Full-time, Permanent
About Hackstons
Hackstons is a London-based luxury asset firm specialising in fine wine, rare whisky and alternative investments. We support private clients in building long-term wealth through premium asset ownership, backed by education, secure storage and a curated retail experience.
The Role
We are seeking an experienced and commercially focused Customer Retention Manager to take ownership of client engagement and long-term value across our growing client base. This role is central to how we retain clients, increase lifetime value, and influence client behaviour over time. You will be responsible for ensuring clients remain engaged, informed, and aligned with long-term holding strategies, while maximising repeat investment and reducing attrition. You will act as a key voice of the business, delivering market insight, investment context, and strategic guidance, while reinforcing Hackstons’ position as the trusted partner in managing and ultimately exiting client assets. This is not a passive relationship management role. It requires someone who can actively shape client thinking, drive retention strategies, and take ownership of client outcomes.
Key Responsibilities
- Manage ongoing relationships with cask investors via phone, Zoom and in-person meetings and host clients at our Knightsbridge retail space when required.
- Deliver the client retention strategy and increase lifetime value.
- Identify and address attrition risks early.
- Provide market updates and educate clients on long-term holding strategies.
- Support clients through their full journey, ensuring a premium experience.
- Produce written/video content for client updates.
- Track and report on retention metrics (LTV, repeat investment, engagement).
What We’re Looking For
Essential:
- 3–5 years’ experience in customer retention, account management or similar role.
- Background in financial services, investments or alternative assets.
- Strong communication skills with high-value clients.
- Proven success managing high value client relationships and ability to explain complex investment concepts clearly.
- Strong organisational skills and ability to manage a large client base.
Desirable:
- Personal interest or experience in investing (traditional or alternative).
- Content creation experience (written or video).
- Credible and confident with high-net-worth clients.
- Commercially minded with strong understanding of investor behaviour.
What We Offer
- Ownership of a high-value, growing client base.
- Central role in shaping retention strategy and client experience.
- Exposure to alternative investments and HNW clients.
- Collaborative, ambitious environment.
- Company pension.
- Eligibility for our Cask Loyalty Programme (gifted casks at 3, 5 and 10 years).
- Staff discount in our Knightsbridge retail experience.
Client Retention Manager in London employer: Hackstons Head Office
Hackstons is an exceptional employer located in the iconic Gherkin, London, offering a dynamic and collaborative work environment that fosters employee growth and innovation. As a leader in luxury asset management, we provide our team with unique exposure to high-net-worth clients and alternative investments, alongside competitive benefits such as a company pension and exclusive access to our Cask Loyalty Programme. Join us to take ownership of a high-value client base and play a pivotal role in shaping client retention strategies while enjoying a premium workplace culture.
StudySmarter Expert Advice🤫
We think this is how you could land Client Retention Manager in London
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or even local meet-ups related to alternative investments. The more people you connect with, the better your chances of landing that Client Retention Manager role.
✨Tip Number 2
Show off your expertise! Create content around customer retention strategies or investment insights on platforms like LinkedIn. This not only showcases your knowledge but also positions you as a thought leader in the field.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios specific to client retention. Think about how you would handle high-value clients and articulate your strategies clearly—this is key for roles like the one at Hackstons.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Client Retention Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Retention Manager role. Highlight your experience in customer retention and account management, especially in financial services or alternative assets. We want to see how your skills align with our needs!
Showcase Your Communication Skills:Since this role involves managing high-value client relationships, it's crucial to demonstrate your strong communication skills. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've effectively communicated complex concepts in the past.
Highlight Relevant Experience:We’re looking for someone with 3-5 years of experience in a similar role. Be sure to detail your previous roles and responsibilities that relate to client engagement and retention strategies. This will help us see your potential impact on our team!
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Hackstons Head Office
✨Know Your Stuff
Before the interview, dive deep into Hackstons and their offerings. Familiarise yourself with fine wine, rare whisky, and alternative investments. Being able to discuss these topics confidently will show your genuine interest and understanding of the industry.
✨Showcase Your Communication Skills
As a Client Retention Manager, strong communication is key. Prepare examples of how you've successfully managed high-value client relationships in the past. Think about specific situations where you explained complex investment concepts clearly and effectively.
✨Demonstrate Your Strategic Thinking
Be ready to discuss your approach to client retention strategies. Think about how you would identify attrition risks and what proactive measures you would take. Showing that you can think strategically about client engagement will set you apart.
✨Engage with Content Creation
Since the role involves producing written or video content for client updates, come prepared with ideas or examples of content you've created in the past. This will highlight your creativity and ability to engage clients through various mediums.
