• Competitive
  • London, England, United Kingdom
  • Permanent, Full time
  • M&G Prudential
  • 2019-04-22

Associate Director – Customer Relationship Management

  • Full time
  • London, England, United Kingdom
  • 22 Apr 19

Associate Director – Customer Relationship Management

Associate Director - Customer Relationship Management

Working with M&G Real Estate as an Associate Director in Customer Relationship Management means becoming part of the M&G Prudential brand with a global reputation and an exciting vision: to become the best loved and most successful savings & investments business.

M&G Real Estate is the property investment arm of M&GPrudential. We are one of the world's largest property investors with £33.13bn* of assets under management across all the major sectors in the UK, Europe, Asia and North America. Drawing on 150 years of investment experience, we actively manage our properties to maximise returns and generate a strong income stream for institutional investors.

If you're inspired to join us, and have the necessary qualities, then this could be the opportunity you've been looking for.

The Role:

A role has arisen in our Portfolio Management Team for a new Customer Relationship Manager and Project Manager. You will oversee M&G RE's relationship with its occupier customers globally and support regular communications to all internal customers. You will also be required to liaise with senior management and provide regular updates on our global customer service strategy.

The role also incorporates a Project Management element, where you will lead M&G RE's Property Management Tender Contracts and work alongside external consultants. The role is focused on formulating bid presentations, tracking and managing progress and reporting back to senior management.

Your key responsibilities will be:
  • To oversee customer service across all asset classes within M&G Real Estate globally.
  • To manage customer engagement initiatives including those delivered to occupier customers via M&G RE's asset managers and external service partners, to include:
    • Customer Insights Programme;
    • Customer Service Training;
    • Customer Satisfaction Surveys;
    • Portfolio wide occupier customer communication campaigns;
    • Managing the welcome / exit processes;
    • Developing new initiatives to improve communication and customer service standards;
    • Monitoring specific issues and wider market trends and framing M&G RE's response in terms of service enhancements.
  • To review trends and analyse feedback, reporting on growth problems or upcoming issues that may impact customer satisfaction or M&G RE's reputation.
  • To ensure that all service providers / partners are aware of M&G RE's service standard expectations.
  • To represent M&G RE at industry events and to co-ordinate and shape M&G RE's annual submission to industry benchmarking programmes.
  • To monitor industry best practice in customer service and lead on new initiatives that could be adapted to enhance / support M&G RE's occupier customer service programmes.
  • To act as conduit between M&G RE and its occupier customers at times of dispute or lack of progress, using the benefit of the relationships built over time to create solutions, retaining good relationships wherever possible. Where appropriate to engage with occupier customer industry bodies such as the Property Managers Association to achieve this.
  • To monitor and co-ordinate responses as appropriate to inbound communication via the central customer services mailbox, Concept campaign management tool and other channels.
  • To manage M&G RE's occupier customer complaint process in-line with the agreed policy guidelines and to report progress to the Asset Management Committee monthly.
  • To attend 'Service Review Group' meetings and report on Customer Relationship Management activity as required.
  • Maintain up to date knowledge of M&G RE's IT systems and relevant property regulations.
    • To assist with maintaining key occupier contact details as part of the Customer Insights Programme database.
  • To discharge the above key responsibilities in a timely and organised fashion to agreed timescales and maintaining quality levels through adherence to and maintenance of robust internal (and external as appropriate) business processes.
  • To understand and demonstrate positive behaviours in line with M&GRE's Attributes and Expectations.
  • To understand M&G RE's Responsible Property Investment Strategy and apply the strategy as appropriate for the role.
  • To understand the Health and Safety responsibilities appropriate for your role and ensure that they are undertaken in accordance with the relevant Company policies, procedures and guidelines. This includes responsibilities relating to your own H&S and others affected by your actions. Any concerns relating to H&S risks must be escalated to your line Manager and the Company's H&S Manager.
  • Fulfil regulatory requirements, including timely completion of all regulatory training and declarations.
  • Liaise with the management & relevant teams to assess the viability of every opportunity to bid and ensure recommendations are documented.
  • To prepare pre-qualification and tender documentation in accordance with Company guidelines.
  • Analyse the client's documents to ensure the responses being created respond implicitly to the questions being asked.
  • Determine the cost and fee for tenders and ensure all relevant tender clarification questions are submitted on time.
  • Monitor submitted tenders to help with future strategy.

You will have:
  • Experience of working in the Hospitality or Property industry and an understanding of tenant / landlord relationships
  • Experience in proposal and tender production.
  • A demonstrable commitment to providing excellent customer service
  • Proactive self-starter with a positive "can do" attitude.
  • Confident with people at all levels. Approachable and proactive in building strong relationships.
  • Strong verbal and written communication skills.
  • Good listening and negotiating skills, able to find the 'win-win' solution.
  • Helpful attitude and motivated and flexible in support of others to achieve results.
  • Experience with Excel, Word and GQL would be an advantage.

People who work at M&GPrudential agree that ours is a great place to work with a brilliant team spirit. It's also an innovative, high-performing, commercial environment that's totally focused on customers. As an M&GPrudential colleague you'll get all the support you'd expect, including full training and professional development. You'll receive a competitive salary and reward package. And in a fast-changing world, you'll join an organisation that's leading the way in helping customers achieve their long-term financial goals.

M&GPrudential is committed to a diverse and inclusive workplace. Our role as an employer is very simple - to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences.

We welcome applications from individuals who have taken an extended career break, and we are willing to consider flexible working arrangements for all of our roles.

Location: London