Senior Customer Relationship Manager
Up to £60,000 | Bromley | 3/4 days office-based
We’re working with a fast-growing consumer membership business that’s redefining customer loyalty through rewards, experiences and premium engagement.
They’re now looking for a commercially driven Senior Customer Relationship Manager to lead and elevate their high-value customer experience.
This is a hands-on leadership role for someone who thrives on:
* building strong customer relationships
* driving retention and repeat revenue
* leading from the front
* motivating a small team in a fast-paced environment
This is not a traditional desk-based management role. You’ll be directly engaging with key customers, spotting commercial opportunities, improving loyalty, and helping shape how the premium customer experience evolves as the business scales.
The Role
* Personally manage relationships with high-value customers through phone, WhatsApp and digital channels
* Build trust and long-term loyalty with key customers
* Drive repeat spend, retention and customer lifetime value
* Lead and support a small customer relationship team, setting standards and coaching performance
* Monitor customer activity and identify opportunities to improve engagement and revenue
* Manage rewards / incentive spend with strong commercial judgement
* Use customer data and reporting to prioritise outreach and optimise performance
* Handle escalations and sensitive conversations confidently
* Help improve processes and customer journeys as the function grows
What They’re Looking For
Strong experience in:
* sales
* account management
* retention
* customer success
* premium / high-touch customer roles
* Experience leading or mentoring a small team
* Excellent relationship-building and influencing skills
* Commercial mindset with a focus on revenue and loyalty
* Data-led decision maker
* High energy, resilient and proactive
* Comfortable working flexibly, including occasional evenings / weekends if needed
Why Join?
* Genuine ownership in a high-growth business
* Ability to shape a premium customer experience function
* Fast-paced, entrepreneurial culture
* High visibility and direct impact on commercial performance
* Strong scope for progression