Client Overview

A luxury property developer specialising in high-end residential developments across London and the South East required a Customer Care Manager to uphold their premium standards as they expanded operations. With a reputation for exceptional quality and customer service, the client needed leadership talent to strengthen their customer care division.

The Challenge

The client was entering a growth phase with several new developments launching simultaneously. They needed to hire the next generation of leadership talent to strengthen their customer care division. The ideal candidate needed to bring fresh perspectives while maintaining the client's commitment to excellence in customer satisfaction and aftercare services.

Our Approach

We implemented a multi-faceted approach to identify the perfect Customer Care Manager:

Consultative Process: We conducted in-depth consultations with the client's leadership team to understand their exact requirements, company culture, and future vision, ensuring complete alignment before commencing the search.

Talent Mapping: Our team created a comprehensive mapping of the luxury residential customer service landscape, identifying high performers within the property sector and parallel luxury industries with transferable skills.

Extensive Network: We leveraged our established connections within the high-end property sector to access passive candidates who weren't actively looking but represented the calibre of talent the client needed.

Leadership

The search was led by our senior consultant, who brings over 15 years of experience in executive recruitment within the luxury property sector. Their deep understanding of the client's values and exceptional candidate assessment skills were instrumental in identifying individuals who could truly elevate the customer care function.

Results

• Presented a shortlist of 5 exceptional candidates within 3 weeks
• 80% shortlist-to-interview conversion rate
• Successfully placed candidate within 6 weeks of project initiation
• The candidate brought valuable experience from both the property and luxury hospitality sectors
• Introduced innovative aftercare solutions that increased customer satisfaction scores by 22% within the first quarter

Key Success Factors

The success of this placement hinged on our thorough understanding of the client's unique position in the luxury property market and our ability to identify candidates with both technical expertise and cultural alignment. The appointed Customer Care Manager has since implemented new systems that have become a benchmark for the wider business, reinforcing the client's position as a leader in customer satisfaction.