59 Customer Relations Manager jobs in the United Kingdom

Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8-weeks). They will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the timeframes expected. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible.
The Customer Relations Manager should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

Primary Responsibilities

Demonstrates role model customer behaviour

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Drives operational performance to achieve key business objectives and priorities

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues.

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers

Experience, Qualifications, Technical Requirements

• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours 
• Strong interpersonal, communication and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven ability to remain calm, measured and resilient in challenging situations
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.

Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

The Customer Relations Manager acts as the key point of contact for customers as they move through the Taylor Wimpey Customer Journey from the point they are introduced to their finished home prior to legal completion until they have settled into their new home (typically 8-weeks). They will be responsible for ensuring that the homes handed over to customers meet the Taylor Wimpey Consistent Quality Standards and are “customer-ready” and working with Sales and the Site team to ensure customers legally complete in the timeframes expected. They are also responsible for carrying out quality Home Demonstrations and all aftercare events in a timely and quality way, keeping customers informed on the progress of any issues they raise and working in partnership with the Site team to resolve these as quickly as possible.
The Customer Relations Manager should be conversant in using the technology provided to carry out their role and be adherent to the relevant processes and procedures, including all health and safety regulations and protocols.

Primary Responsibilities

Demonstrates role model customer behaviour

• Acts as an inspiring role model across the team in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone

Drives operational performance to achieve key business objectives and priorities

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues.

Committed to continuous improvement

• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers

Experience, Qualifications, Technical Requirements

• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours 
• Strong interpersonal, communication and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven ability to remain calm, measured and resilient in challenging situations
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.

We are looking for a Head of Account Management, as a casino provider this is an important leadership role responsible for managing and growing client relationships, overseeing the account management team, and driving revenue for the company. Main role objectives include developing account strategies, ensuring client satisfaction, setting and monitoring team performance against KPIs, and acting as a key contact for high-level clients and stakeholders. The role requires a strategic and commercial mindset, strong leadership and communication skills, and deep knowledge of the iGaming industry.

Key responsibilities:

• Team leadership: Mentor, train, and manage a team of account managers, ensuring they meet performance goals and KPIs.
• Strategy and planning: Develop and implement the overall account management strategy, setting goals and objectives to drive growth and productivity.
• Client relationship management: Build, maintain, and grow strong, long-term relationships with key casino partners and game providers.
• Revenue growth: Drive revenue through upselling opportunities, strategic negotiations, and optimizing existing accounts.
• Market and product expertise: Stay up-to-date on market trends, new games, and industry developments to advise clients and the team effectively.
• Stakeholder collaboration: Work closely with internal departments (e.g., marketing, game delivery, sales) to align goals and ensure client needs are met.
• Commercial negotiations: Handle day-to-day commercial negotiations and, where needed, renegotiate existing deals with providers.
• Event representation: Attend and represent the company at industry events and exhibitions.

Required skills and experience:

• Proven experience in account management within the iGaming industry.
• Strong commercial and strategic thinking skills.
• Experience leading and developing a team.
• Excellent communication, negotiation, and relationship-building skills.
• Strong analytical skills and the ability to use data to drive decisions.
• A solid understanding of the casino/iGaming sector and its ecosystem.

This job description is not intended to be an exhaustive list of responsibilities. The job holder may be required to complete any other reasonable duties in order to achieve business objectives.

Company Name: Amorepacific UK

Job Title: Key Account Management Specialist- Laneige & Innisfree

Job Location: Soho (London, United Kingdom)

Minimum Exp: 2 to 4 Years (Beauty / Retail Industry)

Job Summary:

In your role as the Key Account Management, you will be responsible for maintaining strong relationships with important retail giants. Collaborating with partners to create strategic alliances and drive both online and offline sales through joint marketing strategies is a critical part of your job. You will negotiate terms, optimise sales processes, and analyse market trends to identify growth opportunities.

Apart from partnerships, you will also oversee day-to-day operations and ensure efficiency by working closely with internal teams. Your responsibilities will include compiling sales forecasts, developing strategies, and monitoring sales performance against targets. Regular reporting on market trends and the effectiveness of partnerships will guide strategic decisions. As a crucial driver of growth, your role is integral to the company's market presence and profitability.

Principal Accountabilities:

Retailer Partnership Management:

• Develop and maintain strong relationships with key retail partners, such as Boots, Selfridges, Sephora, John Lewis and Space NK, as well as other relevant stakeholders.
• Collaborate with retailers to understand their business goals, objectives, and requirements.
• Identify and establish strategic partnerships with key retailers, incorporating key account management, to expand the company's market presence.
• Collaborate with retailers to create joint sales and marketing strategies, driving both offline and online product sales and revenue growth.
• Ensure effective communication and alignment of strategies with retail partners.
• Negotiate terms and agreements with retail partners, including key account negotiations, ensuring mutually beneficial terms aligned with company objectives.

Sales Excellence:

• Implement and optimize sales operations processes to enhance efficiency.
• In charge of compiling sales forecasts for novelties & and products focused during the Key Commercial period in quantities.
• Develop and implement strategies to maximize sales and profitability.
• Analyze market trends and competitor activities to identify growth opportunities.
• Collaborate with marketing teams to develop campaigns that drive sales both offline and online.

Business and Operations Management:

• Oversee the day-to-day business operations to ensure smooth processes and optimal efficiency.
• Collaborate with internal teams, including marketing and supply chain, to support business objectives.
• Monitor and analyze sales performance data to identify areas for improvement.
• Conduct weekly monitoring of sell-in activities, adhering to annual and monthly sales targets outlined by GM.
• Identify emerging markets and market shifts, staying fully informed about new products and competition status.
• Provide regular reports on market trends, sales performance, and the effectiveness of partnership initiatives.

Qualification and Experience

• 3+ years of experience in sales in the retail industry. Candidates with prior experience in the beauty industry, especially with well-known retailers such as Boots, Selfridges, Sephora, John Lewis and Space NK, and similar establishments, will be given preference.
• Experience in all aspects of developing and maintaining sales strategies to meet company objectives.
• BA or higher degree in Business, Marketing or Management; MBA a plus.
• Experience in marketing operations, brand communications, and launch support execution.
• Understanding of customer and market dynamics and requirements.

Company Name: Amorepacific UK

Job Title: Key Account Management Specialist- Laneige & Innisfree

Job Location: Soho (London, United Kingdom)

Minimum Exp: 2 to 4 Years (Beauty / Retail Industry)

Job Summary:

In your role as the Key Account Management, you will be responsible for maintaining strong relationships with important retail giants. Collaborating with partners to create strategic alliances and drive both online and offline sales through joint marketing strategies is a critical part of your job. You will negotiate terms, optimise sales processes, and analyse market trends to identify growth opportunities.

Apart from partnerships, you will also oversee day-to-day operations and ensure efficiency by working closely with internal teams. Your responsibilities will include compiling sales forecasts, developing strategies, and monitoring sales performance against targets. Regular reporting on market trends and the effectiveness of partnerships will guide strategic decisions. As a crucial driver of growth, your role is integral to the company's market presence and profitability.

Principal Accountabilities:

Retailer Partnership Management:

• Develop and maintain strong relationships with key retail partners, such as Boots, Selfridges, Sephora, John Lewis and Space NK, as well as other relevant stakeholders.
• Collaborate with retailers to understand their business goals, objectives, and requirements.
• Identify and establish strategic partnerships with key retailers, incorporating key account management, to expand the company's market presence.
• Collaborate with retailers to create joint sales and marketing strategies, driving both offline and online product sales and revenue growth.
• Ensure effective communication and alignment of strategies with retail partners.
• Negotiate terms and agreements with retail partners, including key account negotiations, ensuring mutually beneficial terms aligned with company objectives.

Sales Excellence:

• Implement and optimize sales operations processes to enhance efficiency.
• In charge of compiling sales forecasts for novelties & and products focused during the Key Commercial period in quantities.
• Develop and implement strategies to maximize sales and profitability.
• Analyze market trends and competitor activities to identify growth opportunities.
• Collaborate with marketing teams to develop campaigns that drive sales both offline and online.

Business and Operations Management:

• Oversee the day-to-day business operations to ensure smooth processes and optimal efficiency.
• Collaborate with internal teams, including marketing and supply chain, to support business objectives.
• Monitor and analyze sales performance data to identify areas for improvement.
• Conduct weekly monitoring of sell-in activities, adhering to annual and monthly sales targets outlined by GM.
• Identify emerging markets and market shifts, staying fully informed about new products and competition status.
• Provide regular reports on market trends, sales performance, and the effectiveness of partnership initiatives.

Qualification and Experience

• 3+ years of experience in sales in the retail industry. Candidates with prior experience in the beauty industry, especially with well-known retailers such as Boots, Selfridges, Sephora, John Lewis and Space NK, and similar establishments, will be given preference.
• Experience in all aspects of developing and maintaining sales strategies to meet company objectives.
• BA or higher degree in Business, Marketing or Management; MBA a plus.
• Experience in marketing operations, brand communications, and launch support execution.
• Understanding of customer and market dynamics and requirements.

Company Name: Amorepacific UK

Job Title: Key Account Management Specialist- Laneige & Innisfree

Job Location: Soho (London, United Kingdom)

Minimum Exp: 2 to 4 Years (Beauty / Retail Industry)

Job Summary:

In your role as the Key Account Management, you will be responsible for maintaining strong relationships with important retail giants. Collaborating with partners to create strategic alliances and drive both online and offline sales through joint marketing strategies is a critical part of your job. You will negotiate terms, optimise sales processes, and analyse market trends to identify growth opportunities.

Apart from partnerships, you will also oversee day-to-day operations and ensure efficiency by working closely with internal teams. Your responsibilities will include compiling sales forecasts, developing strategies, and monitoring sales performance against targets. Regular reporting on market trends and the effectiveness of partnerships will guide strategic decisions. As a crucial driver of growth, your role is integral to the company's market presence and profitability.

Principal Accountabilities:

Retailer Partnership Management:

• Develop and maintain strong relationships with key retail partners, such as Boots, Selfridges, Sephora, John Lewis and Space NK, as well as other relevant stakeholders.
• Collaborate with retailers to understand their business goals, objectives, and requirements.
• Identify and establish strategic partnerships with key retailers, incorporating key account management, to expand the company's market presence.
• Collaborate with retailers to create joint sales and marketing strategies, driving both offline and online product sales and revenue growth.
• Ensure effective communication and alignment of strategies with retail partners.
• Negotiate terms and agreements with retail partners, including key account negotiations, ensuring mutually beneficial terms aligned with company objectives.

Sales Excellence:

• Implement and optimize sales operations processes to enhance efficiency.
• In charge of compiling sales forecasts for novelties & and products focused during the Key Commercial period in quantities.
• Develop and implement strategies to maximize sales and profitability.
• Analyze market trends and competitor activities to identify growth opportunities.
• Collaborate with marketing teams to develop campaigns that drive sales both offline and online.

Business and Operations Management:

• Oversee the day-to-day business operations to ensure smooth processes and optimal efficiency.
• Collaborate with internal teams, including marketing and supply chain, to support business objectives.
• Monitor and analyze sales performance data to identify areas for improvement.
• Conduct weekly monitoring of sell-in activities, adhering to annual and monthly sales targets outlined by GM.
• Identify emerging markets and market shifts, staying fully informed about new products and competition status.
• Provide regular reports on market trends, sales performance, and the effectiveness of partnership initiatives.

Qualification and Experience

• 3+ years of experience in sales in the retail industry. Candidates with prior experience in the beauty industry, especially with well-known retailers such as Boots, Selfridges, Sephora, John Lewis and Space NK, and similar establishments, will be given preference.
• Experience in all aspects of developing and maintaining sales strategies to meet company objectives.
• BA or higher degree in Business, Marketing or Management; MBA a plus.
• Experience in marketing operations, brand communications, and launch support execution.
• Understanding of customer and market dynamics and requirements.

Company Name: Amorepacific UK

Job Title: Key Account Management Specialist- Laneige & Innisfree

Job Location: Soho (London, United Kingdom)

Minimum Exp: 2 to 4 Years (Beauty / Retail Industry)

Job Summary:

In your role as the Key Account Management, you will be responsible for maintaining strong relationships with important retail giants. Collaborating with partners to create strategic alliances and drive both online and offline sales through joint marketing strategies is a critical part of your job. You will negotiate terms, optimise sales processes, and analyse market trends to identify growth opportunities.

Apart from partnerships, you will also oversee day-to-day operations and ensure efficiency by working closely with internal teams. Your responsibilities will include compiling sales forecasts, developing strategies, and monitoring sales performance against targets. Regular reporting on market trends and the effectiveness of partnerships will guide strategic decisions. As a crucial driver of growth, your role is integral to the company's market presence and profitability.

Principal Accountabilities:

Retailer Partnership Management:

• Develop and maintain strong relationships with key retail partners, such as Boots, Selfridges, Sephora, John Lewis and Space NK, as well as other relevant stakeholders.
• Collaborate with retailers to understand their business goals, objectives, and requirements.
• Identify and establish strategic partnerships with key retailers, incorporating key account management, to expand the company's market presence.
• Collaborate with retailers to create joint sales and marketing strategies, driving both offline and online product sales and revenue growth.
• Ensure effective communication and alignment of strategies with retail partners.
• Negotiate terms and agreements with retail partners, including key account negotiations, ensuring mutually beneficial terms aligned with company objectives.

Sales Excellence:

• Implement and optimize sales operations processes to enhance efficiency.
• In charge of compiling sales forecasts for novelties & and products focused during the Key Commercial period in quantities.
• Develop and implement strategies to maximize sales and profitability.
• Analyze market trends and competitor activities to identify growth opportunities.
• Collaborate with marketing teams to develop campaigns that drive sales both offline and online.

Business and Operations Management:

• Oversee the day-to-day business operations to ensure smooth processes and optimal efficiency.
• Collaborate with internal teams, including marketing and supply chain, to support business objectives.
• Monitor and analyze sales performance data to identify areas for improvement.
• Conduct weekly monitoring of sell-in activities, adhering to annual and monthly sales targets outlined by GM.
• Identify emerging markets and market shifts, staying fully informed about new products and competition status.
• Provide regular reports on market trends, sales performance, and the effectiveness of partnership initiatives.

Qualification and Experience

• 3+ years of experience in sales in the retail industry. Candidates with prior experience in the beauty industry, especially with well-known retailers such as Boots, Selfridges, Sephora, John Lewis and Space NK, and similar establishments, will be given preference.
• Experience in all aspects of developing and maintaining sales strategies to meet company objectives.
• BA or higher degree in Business, Marketing or Management; MBA a plus.
• Experience in marketing operations, brand communications, and launch support execution.
• Understanding of customer and market dynamics and requirements.