Our client is seeking a Relationship Manager who will be pivotal in retaining, growing, and developing member relationships within a defined territory. This role involves managing a portfolio of members, ensuring high engagement and service quality while identifying opportunities for upselling and tier migration. A significant focus will be on onboarding newly converted leads effectively, making sure that new members receive exceptional service and are engaged in their first three months. As an ambassador for the organisation, the Relationship Manager will build trusted relationships, drive member satisfaction, and contribute to the overall commercial growth of the region.
Job Duties:
- Manage a portfolio of approximately 250 Silver, Gold, and Platinum members.
- Maintain proactive engagement with each member at least every two months via call, online meeting, or visit.
- Ensure high levels of satisfaction, renewal, and retention through consistent relationship management and problem resolution.
- Personally onboard newly converted leads to ensure a smooth and engaging start to membership.
- Conduct comprehensive onboarding calls within the first week of joining, introducing benefits, points system, and services.
- Design and deliver a 3-month engagement plan to maximise activation, usage, and loyalty during the critical early phase.
- Proactively identify opportunities to upsell additional products, services, or tier upgrades within the first three months.
- Track engagement milestones and report onboarding conversion and upsell outcomes.
- Identify and qualify opportunities to migrate members upward through tier promotions.
- Promote reward points packages, concierge services, sponsorships, and business services.
- Drive annual revenue growth through value-led conversations and ROI-focused recommendations.
- Schedule regular health checks to review value received and explore additional support opportunities.
- Reinforce the value proposition through case studies, success stories, and service updates.
- Ensure members feel connected to the ecosystem and are aware of events, workshops, and partner offers.
- Work closely with Membership Directors (MDs) to identify and refer Introducer-level prospects.
- Attend member events, networking forums, and workshops to support regional growth initiatives.
- Share member insights and feedback to improve products, communications, and engagement strategies.
- Maintain accurate and timely records in the CRM system for all interactions, actions, and outcomes.
- Log feedback, renewal forecasts, and sales opportunities to ensure transparent reporting.
- Uphold CRM best practice standards to ensure the full member journey is tracked, measurable, and visible.
Job Requirements:
- Proven relationship or account management experience (B2B or membership-based preferred).
- Strong communication and interpersonal skills; confident engaging with SME owners and directors.
- Track record of member/client retention and revenue growth.
- Commercial acumen to identify and convert upsell and cross-sell opportunities.
- Organised, disciplined, and data-driven with CRM management.
- Collaborative and proactive team player, comfortable working cross-functionally.
What You’ll Love:
You will have the opportunity to influence member engagement and satisfaction at a pivotal moment in their journey, while driving commercial growth in a dynamic environment. The role offers a chance to showcase your relationship management skills, contribute to meaningful member experiences, and work alongside a dedicated team aiming for success. Our client values innovation and collaboration, providing a supportive culture where your contributions to member satisfaction and company growth will be recognised and rewarded.
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