About us

Our ability to create and deliver great work is underpinned by three pillars. This nose-to-tail service offering gives us a holistic view of the development process, enabling us to add value from inception through to completion and beyond, or on a standalone project basis.

Explore

Turning data into human-led insights, providing evidence for strategic decision making.

Generate

Creating, then delivering go-to-market strategies to enable economic and social returns.

Thrive

Providing a seamless customer care experience, ensuring satisfaction, enhancing reputation and maximising potential.

What we do

We have worked on over 60 space and place projects, both large and small, honing our services to specifically suit the aims of our clients so they can meet and surpass their customers’ needs

We have developed methods to interpret data into human-led insight, created platforms to facilitate creative and strategic thinking, built systems for effective and efficient delivery and established a best-in-class customer care service to maximise satisfaction.

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Retain and Enhance

Finishing with a flourish, our best-in-class, white-labelled customer care team provides a single-face of contact and premium experience for your customers across the all-important pre and post-completion customer journey. Enhancing your reputation and their satisfaction alike, along with giving you, the developer, peace of mind.

Strategy & Systems

  • Customer Experience Strategy
  • Pre & Post Occupation Strategy
  • Team Integration & Protocols
  • Advisory
  • Systems Implementation

Connect & Inform

  • Resident Contact & Communication
  • Resident Portal & Newsletters
  • Homeowner Completion Pack
  • Analysis and Reporting

Conduct

  • Contractor Handovers
  • Resident Handovers
  • Snag Management
  • Analysis & Reporting

Aftercare

  • Defect Management
  • Contractor Management
  • Void Unit Management
  • Handover to Building Management
  • Analysis & Reporting

Why Thrive?

  • Effective & aligned customer communications
  • Frees management to focus on commercial goals
  • Energy & focus with expertise at a critical time
  • Enhances brand, reputation & reviews
  • Maximises remaining sales velocity & price
  • Optimises snag & defect resolution & budgets

Connect and convert

Using the latest insights, our Strategy team creates solutions that meet the needs and tastes of participants and deliver on our client’s commercial goals. Our one-point-of-contact project managers deliver these on brand, on time and on budget.

Strategy

  • Place
  • Marketing
  • Sales
  • Lettings (Build-To-Rent)
  • Business Cases
  • Advisory

Delivery

  • Marketing Assets
  • Lead Generation & Campaign Management
  • Launches, Events & Activation
  • Project Management
  • Budgeting, Analysis and Reporting

Why Generate?

  • Strategy built on experience, knowledge & data
  • Cohesion across marketing, sales & design teams
  • Allows targeted sales & marketing activity
  • Integrated KPI, budgets & timeline management
  • Measure, manage, report on ROI of marketing spend
  • Provides a flexible, high-quality resource model
  • Frees Development team to focus on delivery

Identify and understand

Using a variety of evidence gathering methods, our Insights team identifies your brand and product positioning, defines your target audience, paints a picture of who those participants will be, and personalises their wants and needs in the context of your space or place.

Discover

  • Demographic Research
  • Social Listening
  • Participant Surveys
  • Focus Groups
  • Workshops
  • Audits

Evidence

  • Competitor Analysis
  • Local Area Overview
  • Market Overview
  • Industry and Global Trends
  • Audience Snapshot

Interpret

  • Participant Profiling
  • Product and Brand Positioning
  • Product Viability
  • Product Development

Why Explore?

  • Establishes SWOT of existing product/business
  • Identifies and personifies target audience
  • Ensures relevancy with latest market knowledge and trends
  • Aligns customer needs with product development
  • Integrates purpose into place creation
  • Sets foundations and vision for entire project

Let us share our magic

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Our people

From all walks of life with diverse personal and professional experiences; we are a dedicated, smart and thoughtful team. We listen first, then think and do. We are resourceful and relish a challenge.

Charlotte Steedman

Charlotte Steedman

Founder

Successful entrepreneur, prominent industry speaker and non-exec of Orbit Homes, Charlotte has 18 years’ experience in the property industry. Her career has seen her hold senior marketing and board positions within highly regarded real estate businesses.

Her enterprising, energetic and empathetic nature led her to set up Conductor in 2014. She has a knack for connecting, collaborating and creating cohesion between multiple stakeholders on complex projects.

Charlotte is determined to disrupt traditional thinking by focusing clients on participants as the starting point for space and place development, to create both economic and social returns.

Superpower: Positively charged

David Stevens

David Stevens

Co-Owner

With a career spanning over 20 years at a senior management level in investment banking, working in the UK, US and Australia, David honed his expertise in working with mega data sets and building systems and processes at scale. He specialises in delivering pragmatic solutions that balance strong intellectual principles with the realities of their environments.

Since joining Conductor as a non-exec in 2017 and later investing to become co-owner in 2018, he has dedicated his time to bringing a fresh perspective to traditional ways of thinking in the property industry. Using evidence and critical thinking, he and the team have delivered human-led insights on a number of projects allowing for evidence-based decision making.

Superpower: Intellectually earthed

Victoria Glavas

Victoria Glavas

Senior Strategist

With over 13-years of experience in Marketing, Victoria brings a wealth of strategic experience to the team, ensuring our clients’ brands are continually upheld and enhanced at every touchpoint. Her career within the property industry began in Social Housing focussing on large regeneration projects. Wanting to make a difference in the infrastructure of places and communities led her to Conductor.

Challenging the norm, lateral thinking and a pragmatic approach to project and multi-stakeholder management is what makes Victoria invaluable to all our clients.

Superpower: Efficiently entrepreneurial

Jackie Tang

Jackie Tang

Customer Experience Lead

Jackie’s career has led her to work both in Hong Kong and the UK, focusing on residential sales and marketing, working with international investors entering the UK. However, her early career in leisure and hospitality made her realise customers’ needs and wants is what really drives her. As such, she heads up Conductor’s Customer Experience business, focusing on pre and post-completion customer service.

She is also Conductor’s academic with an MSc in both Global Marketing and Real Estate. 

Superpower: Thoughtfully direct

Chloe Pearson

Chloe Pearson

Marketing Project Manager

Chloe studied graphic design, specialising in Advertising, which led her to her first role at JWT in Malaysia. She soon realised that whilst having an eye for the creative, her true skills were in strategic thinking and project management. She has worked with the likes of Identity and Stepladder, managing a wide variety of space and place brand and marketing projects, both residential and commercial.

She is Conductor’s glue. Her efficiency, professionalism and attitude allow for smooth and enjoyable working relationships with a focus on the utmost in delivery.

Superpower: Creatively grounded

Deborah Morralee

Deborah Morralee

Customer Experience Manager

Deborah’s early career in the airline industry provided her with valuable experience in the provision of excellent customer service.  She then turned to property and has over 15-years of experience working in high-end residential developments in London.

Her focus is to train and manage the team to deliver an exemplary service whilst being the key point of contact for clients, contractors and customers on-site. Passionate about the importance of the customer journey from beginning to end, it is her goal to make customers’ experience positive and to give our clients peace of mind.

Superpower: Professionally optimistic

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