Customer Success and Retention Manager in Salford

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We believe great outcomes, begin with great people.

Welcome to Thornley Groves, a trusted name in property across Manchester. Now part of Lomond, the UK\’s leading property group and recently named one of the Sunday Times best places to work, Thornley Groves combines extensive local insight with the resources of a wider network. Our experienced team is here to guide people through every step of buying, selling, or letting their home.

We are looking for a Customer Success and Retention Manager to join us in our Manchester office. The position will be responsible for developing and implementing strategies to enhance client satisfaction, reducing churn and maximising long‑term occupancy, income, and portfolio growth. A key focus will be on engaging with clients who may be considering leaving the agency, ensuring concerns are addressed and relationships strengthened to retain their business.

What is in it For You

• Health & Wellbeing – Access to our smart spending app with discounts at 900+ retailers, wellbeing resources, free counselling, and a Virtual GP service.
• Learning & Development – We\’ll support your professional growth with funded qualifications and over 90 in‑house training programmes.
• Holidays & Enhanced Leave – Up to 28 days\’ holiday plus bank holidays, your birthday off, the option to buy extra days, and enhanced family‑friendly leave (Neonatal, maternity, paternity, adoption & IVF).
• Lifestyle Perks – Cycle2Work scheme, Smart Tech scheme for the latest gadgets, and celebrations for long service.
• Security & Support – Life assurance cover to protect your loved ones.

What the role looks like

• Conduct interviews with off‑boarding clients to uncover key pain points and identify win‑back opportunities.
• Monitor churn rates across client portfolios, flagging trends and risks early.
• Deliver clear, data‑driven retention reports to senior leadership, highlighting actionable insights.
• Collaborate with Finance and Lettings to forecast the commercial impact of retention initiatives.
• Develop and execute strategies to improve lease and contract renewal rates.
• Identify at‑risk landlords and implement tailored retention plans to safeguard revenue.
• Maintain proactive engagement with landlords through regular reviews, performance updates, and value‑added services.

What we are looking for

• Proven experience in strategic client retention is essential.
• Exceptional relationship management and negotiation skills.
• Ability to de‑escalate issues and rebuild client confidence.
• Commercial awareness of market dynamics and client motivations.

At Thornley Groves, diversity and inclusion are at the heart of what we do. We welcome applicants from all backgrounds, nationalities, abilities, and perspectives. We\’re also committed to ensuring an inclusive and accessible recruitment process. If you require any adjustments or support during the application or interview stage, just let us know — we\’ll be happy to help.

Join us and experience a workplace that truly values you.

Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Other
• Industries: Administrative and Support Services