Head of sales and customer experience

Head of Sales and Customer Experience Head of Sales and Customer Experience Ashington About the Role I am seeking an exceptional Head of Sales and Customer Experience to join an established Senior Leadership Team. This is a pivotal role responsible for driving sales performance and elevating customer experience. You will lead both the Sales and Customer Experience functions, ensuring customers receive an outstanding journey. As a senior leader, you will also come with ambitions to help shape and deliver their business strategy. Working for an organisation that prides itself on offering a fantastic work/life balance and treating employees and all stakeholders with the utmost respect, this is a brilliant opportunity to join them before a period of substantial growth. Key Responsibilities Sales & Marketing Strategy - Develop a comprehensive sales and marketing strategy with clear volume and revenue targets. - Collaborate with the Corporate Marketing & Communications team to deliver aligned marketing activity. - Position the organisation as a strong competitor within the market. Sales Operations - Establish, implement, and manage the full sales process. - Produce sales reports, forecasts, and budgets for SLT, Board, and meetings. - Define internal sales specifications and develop systems to maximise lead conversion. - Support the development of management information systems to improve processes and performance. Customer Experience - Design and implement customer experience processes across the full journey. - Analyse customer feedback and data to identify trends and drive continuous improvement. - Work closely with a range of departments to ensure consistent, high-quality service. - Manage escalated customer concerns and develop improvement plans where required. People Leadership - Lead, motivate, and develop the Sales and Customer Experience teams. - Set and monitor individual and team performance targets, including incentives. - Ensure training, mentoring, and development plans are in place and regularly reviewed. Regulatory & Legal Compliance - Maintain up-to-date knowledge of regulatory and legal requirements. - Review and update standard sales contracts in line with legislation and industry standards. - Ensure compliance with the Consumer Code throughout the sales process. Stakeholder & Market Engagement - Build strong relationships through networking, client meetings, and proactive outreach. - Maintain awareness of external market influences such as conditions and trends. Marketing & Brand - Analyse market trends and competitor activity to inform pricing and strategy. - Manage launch and sales events, ensuring strong footfall and visitor engagement. - Implement attraction strategies to maximise visitor numbers. Corporate Responsibilities - Contribute to a positive culture aligned with company values. - Promote equality, diversity, sustainability, and safe working practices. - Support the financial performance of the business. - Undertake other reasonable duties as required. Benefits - 26 days holiday, rising to 31 after 3 years (plus bank holidays). - Private healthcare. - 8% employer pension contribution (2% employee). - Flexible working. - Discretionary annual performance incentive. How to Apply If you’re an experienced sales leader with a passion for delivering exceptional customer experiences and want to help shape the future of an organisation, I’d love to hear from you. 4787867