Retention Manager

KFH; Wimbledon; On-site; GBP 50,000; Full time

Job summary

A trusted property agency in Wimbledon is seeking a Retention Manager to enhance tenant and landlord satisfaction. The role focuses on developing strategies to reduce churn and maximize portfolio growth by engaging with landlords and understanding their concerns. The ideal candidate has experience in property management, strong relationship skills, and commercial awareness of the lettings market. This position offers an attractive OTE of £50,000 pa and various employee perks including health resources and professional development opportunities.

Benefits

Access to smart spending app with discounts

Funded qualifications and training programmes

Up to 28 days' holiday plus bank holidays

Cycle2Work scheme

Life assurance cover

Qualifications

• Experience in property / lettings management, landlord relations, or client retention within the property sector.
• Strong relationship management and negotiation skills.
• Ability to de-escalate issues and win back landlord confidence.
• Commercial awareness of lettings market dynamics and landlord motivations.

Responsibilities

• Develop and implement strategies to enhance tenant and landlord satisfaction.
• Conduct exit interviews to understand pain points.
• Track landlord and tenant churn rates.
• Prepare retention reports for senior leadership.
• Design strategies to improve lease renewal rates.
• Engage proactively with landlords to retain their business.

Skills

Property / lettings management

Landlord relations

Client retention

Relationship management

Negotiation skills

Commercial awareness

Job description

Retention Manager

We believe great outcomes, begin with great people.

Welcome to KFH, a trusted name in property across

London. Now part of Lomond, the UK's leading property group and recently named one of the Sunday Times best places to work, KFH combines extensive local insight across with the resources of a wider network. Our experienced team is here to guide people through every step of, selling, or letting their home.

We are looking for a Retention Manager to join us in our Wimbledon office. This role offers an OTE of £50,000 pa.

The Retention Manager will be responsible for developing and implementing strategies to enhance tenant, landlord, and client satisfaction, reducing churn and maximising long‑term occupancy, income, and portfolio growth. A key focus will be on engaging with landlords who may be considering leaving the agency, ensuring concerns are addressed and relationships strengthened to retain their business.

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.

What the role looks like

Conduct exit interviews with departing landlords to understand pain points and create win‑back opportunities.

Track landlord and tenant churn rates, identifying trends and risks early.

Prepare retention reports for senior leadership.

Work closely with finance and lettings teams to forecast the impact of retention.

Design and implement strategies to improve renewal rates for leases and contracts.

Identify landlords who have served notice or indicated dissatisfaction and implement tailored strategies to retain their business.

Proactively engage with landlords through regular reviews, portfolio performance updates, and value‑add services.

What we are looking for

Experience in property / lettings management, landlord relations, or client retention within the property sector is essential.

Strong relationship management and negotiation skills.

Ability to de‑escalate issues and win back landlord confidence.

Commercial awareness of lettings market dynamics and landlord motivations.

At Lomond, 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.