At a Glance
- Tasks: Engage and retain high-value clients in the luxury asset sector.
- Company: Hackstons, a leading luxury asset firm in London.
- Benefits: Competitive salary, pension scheme, and unique loyalty programme.
- Other info: Opportunity to work with high-net-worth clients and alternative investments.
- Why this job: Shape client experiences and strategies in a dynamic investment environment.
- Qualifications: 3-5 years in customer retention or account management with strong communication skills.
The predicted salary is between 60000 - 60000 £ per year.
Location: The Gherkin, London (Office‑Based)
Salary: Up to £60,000 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
- 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.
- 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.
- Company pension.
- Eligibility for our Cask Loyalty Programme (gifted casks at 3, 5 and 10 years).
Customer Retention Manager employer: Hackstons
Hackstons is an exceptional employer that offers a dynamic work environment in the heart of London, where creativity and innovation thrive. With a strong focus on employee growth, we provide ample opportunities for professional development and collaboration across teams, ensuring that every team member can contribute to our success in the luxury asset market. Our commitment to a supportive work culture, combined with the unique advantage of working in a prestigious sector, makes Hackstons a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Manager
✨Tip Number 1
Network like a pro! Attend industry events, webinars, and meetups to connect with potential employers and other professionals in the field. Remember, it’s all about who you know, so don’t be shy!
✨Tip Number 2
Show off your personality! When you get the chance for an interview or a casual chat, let your passion for customer retention shine through. Share your ideas on how to engage clients and keep them coming back for more.
✨Tip Number 3
Follow up after meetings! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your enthusiasm and expertise in customer retention.
✨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 are proactive and engaged with our brand.
We think you need these skills to ace Customer Retention Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer 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 background aligns 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 hesitate to share examples of how you've effectively communicated complex concepts to clients in the past.
Highlight Your Content Creation Experience:As part of the role, you'll be producing written and video content for client updates. Make sure to mention any relevant experience you have in content creation. We love seeing creativity, so feel free to include links to any work you've done that showcases your skills!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're proactive and keen to join our team at Hackstons!
How to prepare for a job interview at Hackstons
✨Know Your Stuff
Make sure you understand the alternative assets market, especially fine wine and rare whisky. Brush up on current trends and be ready to discuss how these investments can benefit clients in the long run.
✨Showcase Your Communication Skills
Since this role involves managing high-value client relationships, practice articulating complex investment concepts clearly. Use examples from your past experience to demonstrate how you've successfully engaged clients.
✨Demonstrate Your Strategic Thinking
Prepare to discuss specific strategies you've implemented in previous roles to improve customer retention. Think about how you can apply similar tactics at Hackstons to enhance client engagement and reduce attrition.
✨Be Ready to Create Content
Since content creation is part of the job, come prepared with ideas for written or video updates that could educate clients. This shows your proactive approach and understanding of the importance of keeping clients informed.
