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Customer Relationship Manager (BTR) - Kew

Property Recruitment Company are pleased to be working exclusively with a leading Build To Rent Developer launching their brand new apartments in West London.

The Customer Relationship Manager will be entrusted with managing the overall experience for everyone connected to the site and delivering company promises and values. You will set the tone for the development and ensure that operationally all the services are delivered in line with the agreed business plan, brand guidelines and investor expectation. Just as importantly, you will be there with your team to delight and exceed the expectations of all our customers and the wider community.

Intrinsic to the business is the active management and engagement with the resident community and neighbours. You will be responsible for establishing and driving a program of events to ensure that a vibrant community is created and sustained so that our members get the best out of the experience and stay for the long term.

Prior to completion of the development the CRM will be key during the mobilisation period. This will include detailed product and service specification, the recruitment and training of the onsite team, furnishing and preparation of the residential units & public realm for operation, and leading the engagement with the local community and partners to anchor the brand as deeply as possible, as quickly as possible

Principal Accountabilities:   

Customer Centric                                                                                 

  • Own the reputation of the development and seek to exceed resident expectations
  • Listen to resident surveys and always seek ways to improve
  • Ensure that all requests for maintenance are processed through the relevant channels and resolved in timely manner

Community Engagement          

  • Create comprehensive program of events to engage with residents and the wider local community
  • Maintain positive communication channels within local community
  • Oversee the social media accounts for the development


People Management                                                                                 

  • Manage onsite team and provide regular training and support
  • Review contractor performance, provide appropriate feedback and monitor improvements accordingly

Strategy & Planning                                                                                 

  • Collaborate with the Apo central team to prepare the Annual Business Plan for the development
  • Assist APO team to prepare Annual Business Plan and ensure budgets are managed accordingly
  • Strive to add value to the development through increased revenue, cost control or improved reside experience


  • Maintain a comprehensive understanding of the local renting market
  • Ensure that all customer enquiries are processed


  • Deliver against the agreed Key Performance Indicators                                                                                   
  • Actively manage the delivery of the business plan
  • Conduct routine daily inspections, ensuring development is in best condition
  • Oversee handover from the developer, monitoring snagging and defect 

Health and Safety                                                                                 

  • Ensure compliance with all relevant legislation and best practice
  • Ensure that security systems are effective
  • Maintain the CDM files and ensure that general and fire risk assessments are undertaken
  • Co-ordinate the building emergency procedures
Monday 1st February, 2021