Role Title: Client Relationship Manager
Role Overview
The Client Relationship Manager is responsible for being the first point of contact for prospective and existing clients and maintaining strong, professional relationships throughout the client journey.
This role bridges the gap between initial enquiry and signed engagement. It owns follow-up, pipeline progression, client communication, and re-engagement of past consultations to increase conversion and retention rates.
This is a revenue-impacting role, not administrative support.
Key Responsibilities
1. Client Communication & First Point of Contact
* Respond to new enquiries promptly and professionally
* Qualify leads prior to buyers agent consultations
* Maintain consistent communication with active prospects
* Ensure clients feel supported, informed, and engaged
2. Appointment Follow-Up & Conversion
* Follow up all past consultations within structured timeframes
* Re-engage warm leads who have not yet signed
* Identify objections and report patterns to the buyers agent
* Support progression from consultation to signed client
3. Pipeline & CRM Management
* Maintain accurate CRM records
* Track follow-up stages and next actions
* Monitor and report on pipeline health
* Ensure no enquiry or past consult is left unattended
4. Client Relationship Management
* Act as liaison between the buyers agent and clients
* Maintain touchpoints during the pre-engagement stage
* Ensure a high-quality client experience prior to formal onboarding
* Assist in retaining long-term relationships
5. Reactivation of Past Leads
* Review previous appointments and dormant prospects
* Implement structured reactivation campaigns
* Book repeat consultations where appropriate
Key Performance Indicators (KPIs)
* Consultation-to-sign conversion rate
* Number of follow-ups completed per week
* Reactivated leads booked
* Signed clients attributable to follow-up
* CRM accuracy and pipeline hygiene
Skills & Experience Required
* 2+ years in client-facing, relationship, or sales-based roles
* Strong verbal communication skills (confident on phone)
* Ability to handle objections and navigate conversations professionally
* High level of organisation and CRM discipline
* Commercial awareness and KPI focus
* Experience in property, real estate, or professional services preferred
Personal Attributes
* Warm but assertive communicator
* Naturally relationship-oriented
* Persistent without being aggressive
* Emotionally intelligent
* Commercially motivated
* Detail-focused and process-driven
Reporting Line
Reports directly to the Buyers Agent / Director.