Customer Engagement Manager – North West

WHO WE ARE

Industrials is a trading name of Industrials REIT and is our customer facing brand. Industrials own and manage more than 90 industrial estates around the UK which are home to over 1000 customers. Our goal is to become the leading MLI business in the UK, and a key part of this is investing in our assets and operating platform to enable us to be the most efficient and highest revenue generating company in our sector. We are passionate about revolutionising MLI property to make it work better for our customers. We do this by offering our customers high quality business space that is supported by the highest level of customer service so that they can concentrate on running their businesses.

Industrials REIT is a dynamic and fast-paced organisation with a mission to revolutionise how multi-let industrial (MLI) is operated in the UK and is listed on the London and Johannesburg Stock Exchanges. Our culture is results focused, with a strong emphasis on learning and innovation.  We have offices in London and Stockport, with assets spread across the UK.

JOB TITLE

Customer Engagement Manager – North West

ROLE

The customer engagement manger role will help facilitate the expansion and promotion of the business by tending to new letting enquiries, viewings and rent proposals to implement new lease contracts in addition to working with existing customers.

The role will work alongside the marketing and lead support teams making sure we are always managing and sourcing new business. The role is to build and maintain strong relationships with our customers by offering a high level of service and a dedicated point of contact for enquiries of all types.

DUTIES AND KEY RESPONSIBILITIES

Customer Engagement:

Conduct regular on-site meetings with customers;

Build and maintain strong relationships with existing customers to ensure that we are aware of their requirements, such as lease renewals, upsize/downsize requirements or additional services;

Deliver high levels of customer satisfaction to improve the renewal rate at the end of leases;

Sell additional services and products to our customer base;

Tend to or direct day to day enquiries as necessary to property or asset management teams such as items of repair, payments/arrears and general estate services;

Maintain an up to date register of using our CRM system;

Tend to unit inspections and check in/check out surveys to help us capture key data about our units at the main handover points between us and our customers; and

Carry out customer satisfaction surveys both during occupation and on lease expiry/vacation.

Sales:

Tend to new leads and enquiries received through the Industrials.co.uk website, agent introductions, or third-party portals (Rightmove, Zoopla, Realla etc);

Arrange and perform viewings with interested parties and provide Industrials marketing collateral and lease pricing; and

Conduct follow-up analysis of new lettings to evaluate success or identify further opportunities for improvement.

SKILLS/EXPERIENCE

Previous sales experience with the ability to negotiate new lease terms and promote additional services;

A strong negotiator who can make fact based decisions for the good of the business A track record of managing performance by hitting targets, forecasting future sales and generate new business;

A track record of managing customer relationships;

An understanding of property is desirable, either commercial or residential;

A UK Driving Licence is essential; and

Proficient with MS Office, namely MS Outlook, Word and Excel.

KEY CANDIDATE ATTRIBUTES

Strong interpersonal skills and a confident communicator;

Highly motivated and a proactive attitude to conduct frequent face to face customer meetings;

Strong attention to detail;

Highly organised to capable of managing and communicating with a diverse customer base; and

Good dispute resolution skills and an understanding of the importance of customer service.

SALARY AND PACKAGE

Competitive salary with discretionary performance linked bonus. Additional benefits include pension, health, and life insurance.

Full time role – Monday to Friday 9am-6pm;

A company car will be provided

Simon 1