Customer Retention Manager job at London Full Time

Customer Retention Manager: Alternative Assets / Private Clients / Unregulated Investments

Location: The Gherkin, London (Office‑Based)

Salary: Up to £60,000 Depending on Experience

Contract: Full-time, Permanent

About Us:

Hackstons is a London-based luxury asset firm specialising in fine wine, rare whisky and alternative investments. We support private clients in building long‑term wealth through premium asset ownership, backed by education, secure storage and a curated retail experience.

The Role

We are seeking an experienced and commercially focused Customer Retention Manager to take ownership of client engagement and long-term value across our growing client base. This role is central to how we retain clients, increase lifetime value, and influence client behaviour over time. You will be responsible for ensuring clients remain engaged, informed, and aligned with long-term holding strategies, while maximising repeat investment and reducing attrition. You will act as a key voice of the business, delivering market insight, investment context, and strategic guidance, while reinforcing Hackstons’ position as the trusted partner in managing and ultimately exiting client assets.

This is not a passive relationship management role. It requires someone who can actively shape client thinking, drive retention strategies, and take ownership of client outcomes.

Key Responsibilities

• Manage ongoing relationships with cask investors via phone, Zoom and in-person meetings and host clients at our Knightsbridge retail space when required.
• Deliver the client retention strategy and increase lifetime value
• Identify and address attrition risks early
• Provide market updates and educate clients on long‑term holding strategies
• Support clients through their full journey, ensuring a premium experience
• Produce written/video content for client updates
• Track and report on retention metrics (LTV, repeat investment, engagement)

What We’re Looking For

Essential:

• 3–5 years’ experience in customer retention, account management or similar role
• Background in financial services, investments or alternative assets
• Strong communication skills with high‑value clients
• Proven success managing high value client relationships and ability to explain complex investment concepts clearly
• Strong organisational skills and ability to manage a large client base.

Desirable:

• Personal interest or experience in investing (traditional or alternative).
• Content creation experience (written or video).
• Credible and confident with high-net-worth clients.
• Commercially minded with strong understanding of investor behaviour

What We Offer

• Ownership of a high‑value, growing client base
• Central role in shaping retention strategy and client experience
• Exposure to alternative investments and HNW clients
• Collaborative, ambitious environment
• Company pension
• Eligibility for our Cask Loyalty Programme (gifted casks at 3, 5 and 10 years)
• Staff discount in our Knightsbridge retail experience