Head of client experience

Client retention and growth

The book you already have. Renewal risk surfaced before the notice, expansion flagged before the client asks, and the community programme that holds both together.

Leasing and sales Marketing Client retention and growth Real estate and expansion United States entry Finance

Modules owned

This head decides

Shared modules

Worked with another head

Engines used

4 of 5

Voice, messaging, scanning, platform, generation

Live consoles

Open them from this page

Owned by this team

The modules this head decides on

Module 09

Renewal gap

Which accounts are at risk, eighteen months out, scored on movement and stated intent.

Renewal risk

Module 10

Expansion radar

Which existing clients are about to grow, flagged before they ask.

Also worked by Real estate and expansion

Attach and expansion

Module 11

Attach and yield

Parking, meeting room credits, event space and day passes, worked as revenue rather than as amenities.

Also worked by Marketing

CommunityOS

Shared with other teams

Owned elsewhere, worked here too

Module 03

Call desk

Owned by Head of leasing and sales

Inbound and outbound voice, in the caller’s language, with the quality record attached.

Also worked by Leasing and sales

Aiera Live

Module 05

Cohorts and campaigns

Owned by Chief marketing officer

Who gets which message, on which channel, and what it cost to produce a qualified requirement.

Also worked by Marketing

MVP

Ad Spend

Module 13

Forward occupancy

Owned by Real estate and investment committee

Where each centre lands over four quarters, with committed and speculative kept apart.

Also worked by Real estate and expansion, Finance

Forward occupancy

Module 19

Definitions, assumptions and limits

Owned by Chief financial officer

Where every field comes from, which assumptions remain assumptions, and what this will not do.

Also worked by Leasing and sales, Marketing, Real estate and expansion, United States entry, Finance

Definitions and method