Customer Experience & Sales Manager
Overview
We are seeking a dynamic and results-driven Customer Experience & Sales Manager to develop and lead our sales initiatives while ensuring an exceptional end-to-end customer journey. This role is responsible for driving revenue growth, building and leading a high-performing sales team, and overseeing customer service operations to guarantee that every interaction strengthens loyalty and long-term value.
The ideal candidate is both a strategic sales leader and a customer experience champion — someone who can balance both, creating and managing ambitious sales targets with a seamless and positive customer journey
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Customer Service & Experience
* Supervise customer service teams, ensuring high-quality support across all channels.
* Handle escalated customer issues, ensuring timely and empathetic resolutions.
* Map and optimise customer journeys, identifying pain points and removing friction.
* Establish service policies, scripts, and quality standards to enhance consistency.
* Implement and manage CRM, ticketing, and chat systems to improve workflows.
* Track and analyse customer service KPIs
* Develop customer education programs (onboarding, tutorials, FAQs, knowledge bases).
* Suggest and discuss retention initiatives, including renewals, win-back campaigns, and loyalty programs with Marketing manager.
Sales Leadership & Growth
* Develop and execute sales strategies to meet and exceed revenue targets.
* Identify new business opportunities, customer segments, and market trends.
* Build, lead, and coach a high-performing sales team with clear goals and accountability.
* Strengthen relationships with existing clients, leveraging upselling and cross-selling opportunities.
* Monitor and analyse sales KPIs such as revenue growth, conversion rates, and pipeline health.
* Partner with marketing on lead generation campaigns and customer engagement initiatives.
* Collaborate with service, product, and operations teams to ensure sales promises align with delivery.
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Skills & Competencies
* Proven track record in sales management and customer experience/service leadership.
* Strong ability to lead, coach, and inspire teams.
* Excellent communication, negotiation, and interpersonal skills.
* Analytical thinker with experience using CRM and analytics tools to drive performance.
* Ability to balance short-term sales targets with long-term customer loyalty strategies.
* Strategic mindset with hands-on problem-solving abilities.
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Qualifications
* Bachelor's degree in Business, Sales, Marketing, or a related field (Master's preferred).
* Experience in sales leadership with exposure to customer experience/service management.
* Strong background in CRM systems and customer engagement tools.
* Industry experience in [insert industry, e.g., SaaS, retail, hospitality, etc.] is a plus.
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Aditional Benifits
* Opportunities for career growth and leadership development.
* A collaborative and customer-focused culture.
* Comprehensive BUPA healthcare package
* Free variety of hot drinks
* Day off on your birthday
Job Type: Full-time
Pay: £36,000.00 per year
Benefits:
* Additional leave
* Company pension
* Employee discount
* Free parking
* Private dental insurance
* Private medical insurance
* Profit sharing
* Sick pay
Work Location: In person