Head of Landlord Relations

Lomond; Salford; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Health & wellbeing

Learning & development

Holidays & enhanced leave

Lifestyle perks

Life assurance

Job summary

Thornley Groves in Manchester is seeking a Head of Landlord Relations to lead strategic landlord retention, grow our managed portfolio, and strengthen long-term partnerships.

You will engage proactively with landlords, translate feedback into service improvements, and collaborate with lettings, property management and client accounts to protect income and drive growth.

Qualifications

• Proven property experience in strategic client retention.
• Exceptional relationship management and negotiation skills.
• Ability to de-escalate issues and rebuild client confidence.
• Commercial awareness of market dynamics and client motivations.

Responsibilities

• Build constructive relationships with landlords considering leaving, understand their experience and identify opportunities to retain their business.
• Use landlord feedback, retention data and service insights to identify trends and strengthen the landlord experience.
• Share clear, data-led insights with senior leadership and recommend practical improvements to strengthen relationships and portfolio retention.
• Collaborate with Lettings, Property Management and Client Accounts to develop initiatives that protect income and support portfolio growth.
• Develop and deliver initiatives that encourage landlords to stay, renew agreements and grow their relationship with the business.
• Engage proactively with landlords whose needs are not being met, creating tailored plans to rebuild confidence and demonstrate value.
• Champion regular landlord engagement through service reviews and performance updates.

Skills

Landlord retention

Relationship management

Negotiation skills

Commercial awareness

Job description

Welcome to Thornley Groves, where property is done personally. As part of Lomond, the UK's leading network of lettings and estate agencies, we're proud to have 10 offices and over 170 staff ready to assist our customers. With our team's extensive industry expertise and local knowledge, we're here to help people find, sell, and let their property.

We are looking for a Head of Landlord Relations to join us in our Manchester office. This is an opportunity to shape an exceptional experience for our landlords, building strong, lasting relationships that help them get the very best from our service.

You’ll play a key role in retaining and growing our managed portfolio by engaging proactively with landlords, understanding their ambitions, strengthening confidence in our service and turning feedback into meaningful improvements. You’ll also help our teams deliver consistently excellent service, exceed expectations and make Thornley Groves the go-to agent when landlords want to let and manage their property.

This role offers a basic salary of up to £40,000 + commission (£55,000 OTE)

What the role looks like;

• Build constructive relationships with landlords who are considering leaving, understanding their experience and identifying opportunities to restore confidence and retain their business.
• Use landlord feedback, retention data and service insights to identify trends, spot opportunities and strengthen the landlord experience.
• Share clear, data-led insights with senior leadership, recommending practical improvements that strengthen relationships, service quality and portfolio retention.
• Work closely with Lettings, Property Management and Client Accounts to develop initiatives that protect existing income and support managed portfolio growth.
• Develop and deliver initiatives that encourage landlords to stay with us, renew their agreements and continue to grow their relationship with the business.
• Engage proactively with landlords whose needs or expectations are not being met, creating tailored plans that rebuild confidence and demonstrate the value of our service.
• Champion regular, meaningful landlord engagement through service reviews, performance updates and advice that helps landlords feel informed, valued and supported.

What we are looking for;

• Proven property experience in strategic client retention.
• Exceptional relationship management and negotiation skills.
• Ability to de-escalate issues and rebuild client confidence.
• Commercial awareness of market dynamics and client motivations.

What is in it for you;

Health & Wellbeing - Access to our smart spending app with discounts at 900+ retailers, wellbeing resources, free counselling, and a Virtual GP service.

Learning & Development - We’ll support your professional growth with funded qualifications and over 90 in house training programmes.

Holidays & Enhanced Leave - Up to 28 days’ holiday plus bank holidays, your birthday off, the option to buy extra days, and enhanced family friendly leave (Neonatal, maternity, paternity, adoption & IVF).

Lifestyle Perks - Cycle2Work scheme, Smart Tech scheme for the latest gadgets, and celebrations for long service.

Security & Support - Life assurance cover to protect your loved ones.

At Thornley Groves, diversity and inclusion are at the heart of what we do. We welcome applicants from all backgrounds, nationalities, abilities, and perspectives.

We’re also committed to ensuring an inclusive and accessible recruitment process. If you require any adjustments or support during the application or interview stage, just let us know - we’ll be happy to help.

Join us and experience a workplace that truly values you.