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