Our client is seeking a Relationship Manager to retain, grow, and develop member relationships within a commercial department. This full-time position focuses on managing a portfolio of members, ensuring high engagement and service quality while identifying opportunities for upselling and referrals. The Relationship Manager will play a critical role in onboarding new members and ensuring they receive exceptional service and support during their initial three months. By acting as an ambassador for the organisation, you will work to build trusted relationships, enhance member satisfaction, and contribute to the commercial growth of your region.
Job Duties:
Manage a portfolio of approximately 250 - 300 Silver, Gold, Platinum, and Black members.
Maintain proactive engagement with each member via calls, emails, or online meetings.
Ensure high levels of satisfaction, renewal, and retention through consistent relationship management and problem resolution.
Personally onboard newly converted leads, conducting comprehensive onboarding calls to introduce benefits, services, and rewards.
Proactively identify upsell opportunities for additional products, services, or tier upgrades such as transitioning from Silver to Gold.
Track engagement and member introductions, reporting conversion and upsell outcomes.
Identify and promote opportunities for upselling members to higher tiers (e.g., Silver to Gold, Gold to Platinum).
Engage with the loyalty team and facilitate the usage of the service hub to convert referrals.
Drive annual revenue growth through value-led conversations and ROI-focused recommendations.
Schedule regular contact to review value received by members, exploring additional support opportunities.
Reinforce the value proposition through case studies, success stories, and service updates.
Maintain accurate and timely records in the CRM system for all interactions and outcomes.
Log feedback and update member profiles to ensure transparent reporting.
Job Requirements:
Proven experience in relationship or account management, preferably in a B2B or membership-based context.
Strong communication and interpersonal skills, with confidence in 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 skills.
A collaborative and proactive team player, comfortable working cross-functionally.
What You’ll Love:
You will be part of a supportive environment that values professional development and offers opportunities for growth. Our client fosters a collaborative culture where your contributions are recognised, and you can make a meaningful impact on member satisfaction. The role provides engaging challenges and the chance to work closely with a dedicated team focused on delivering exceptional service.
Could this be the right opportunity for you?
If this opportunity sounds right for you, we’d love to hear from you. Our friendly and experienced recruitment team is here to answer your questions, offer guidance and support you throughout the process. Simply submit your CV in confidence, and our Candidate Manager will arrange for one of our consultants to get in touch to organise an initial meeting, either face to face, via Microsoft Teams, or by telephone, whichever suits you best. We look forward to getting to know you and learning more about what you’re looking for.
