Client Advocate Team Lead

at  We Are Charlotte

DESCRIPTION

We Are Charlotte is partnering with Rethink Investing to have their first ever Client Advocate Team Lead!
Rethink Investing, a market leading brand within the Rethink Group, is renowned for its holistic and strategic approach to property investments. As pioneers in property strategy, we have earned the trust of our clients and established a reputation for innovation and excellence.
Our commitment to a solution-focused mindset and flexibility allow us to push the boundaries of the industry by embracing cutting-edge strategies and technologies. We prioritise building strong relationships and collaboration to achieve our goals.
We’re seeking passionate and driven individuals to help us reshape the future of property investments. If you want to be part of a trusted, forward-thinking brand at the forefront of property investment, join us at Rethink Investing!

PURPOSE OF THE ROLE

As our Client Advocate Team Lead, you will drive exceptional client engagement and service excellence, leading initiatives that strengthen relationships and deliver impactful outcomes.
Your role is pivotal in shaping our customer success framework, optimising client-facing processes, and fostering continuous improvement to enhance service delivery and satisfaction.
We’re seeking a dynamic individual with strong leadership skills, a passion for innovation, and a proven ability to build and nurture high-performing teams in a client-focused environment.

Key Responsibilities

• Shaping the client experience by designing a customer success framework that redefines client connections and support.
• Being a client advocate by improving the client journey, resolving challenges, and making interactions memorable.
• Leading an inspiring team by coaching and empowering Buyers Advocates to deliver their best.
• Driving growth by creating strategies that build client loyalty, boost retention, and uncover growth opportunities.
• Working as one team by collaborating with the growth team and other departments to deliver seamless, client-focused solutions.
• Improving services by using insights and feedback to streamline processes, tackle inefficiencies, and set new benchmarks for success.

The role offers flexible working arrangements with a hybrid model, including two days working from home. You will report directly to the Operations Manager and collaborate with other leaders in the business.

To be successful in this role, you should possess:

• Proven leadership experience in customer success or client service, ideally in a sales-driven environment.
• Strong background in managing relationships, resolving complaints, and improving customer satisfaction.
• Experience designing and implementing customer success frameworks that align with Rethink Investing goals.
• Ability to coach and mentor client-facing teams.
• Proficiency in CRM tools, data analysis, and KPI tracking to drive actionable insights.
• Strong problem-solving abilities, especially in handling escalations.
• Strong strategic thinking and the ability to shape new processes and drive change.Ability to collaborate across teams and align customer success with business objectives