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Caravan Sales Manager
Department: Caravans
Employment Type: Permanent - Full Time
Location: Minehead
Description
Provide high-quality sales support to the on-site caravan sales operation by handling inbound and outbound enquiries, qualifying leads, booking appointments, supporting viewings, and progressing customers through the ownership journey. The role focuses on fast, professional follow-up, accurate CRM administration, excellent customer experience, and full compliance with regulated sales standards.
Based in our Minehead Resort, reporting into our Skegness Caravan Sales Manager.
KPIs
* Speed to lead / response time to new enquiries
* Outbound contact rate and call quality standards
* Appointments booked and show rate
* Conversion rate (enquiry to appointment) and assisted conversion to sale
* Revenue contribution (attributed/assisted) and average enquiry value progression
* CRM data quality (notes, next actions, stages, consent)
* Customer satisfaction/feedback on remote experience
* Compliance/quality monitoring outcomes
General Duties & Key Accountabilities
Lead Handling & Sales Support
* Make timely outbound calls to new and existing enquiries, following agreed service levels and prioritisation.
* Qualify customer needs (budget, preferred models, usage, timelines) and match to suitable stock/options.
* Book and confirm on-site appointments and viewings; ensure customers have clear joining instructions and expectations.
* Support virtual engagement (video calls/virtual tours, sending brochures, pricing and ownership information).
* Maintain structured follow-up plans to progress leads, reduce drop‑off and maximise appointment conversion.
Customer Experience
* Deliver a friendly, professional and consultative experience on every call and message.
* Explain the ownership journey clearly and consistently, including key costs and next steps.
* Handle objections and questions confidently, escalating complex queries to the Sales Manager where required.
* Ensure customers feel valued and informed, regardless of whether they proceed immediately.
* Support handover communications and aftercare touchpoints as directed by the Sales Manager.
CRM, Admin & Sales Governance
* Keep CRM records accurate and up to date: stages, notes, next actions, outcomes and customer preferences.
* Maintain strong administrative standards for documentation, appointment packs and communication logs.
* Update customers with accurate pricing and stock information, aligned to the latest approved materials.
* Use approved templates and processes for email/SMS communications and consent management.
* Provide daily/weekly performance updates and pipeline handover notes to the Skegness Sales Manager.
Compliance & Quality
* Operate within all regulated sales requirements, consumer protection legislation and company policies.
* Ensure transparency and accuracy in all communications; do not overpromise or provide misleading information.
* Follow GDPR and consent rules for calling, emailing and marketing communications.
* Participate in call coaching, quality reviews and training; action feedback quickly.
* Escalate any compliance risks or customer vulnerability concerns immediately.
Team Collaboration
* Work closely with the on-site resort team including finance, admin and facilities.
* Support sales events and open days through pre‑event calling, confirmations and post‑event follow‑ups.
* Share customer insights and common objections to help improve scripts, materials and processes.
* Maintain a proactive, solutions‑focused mindset while working remotely.
* Contribute to continuous improvement of the customer experience.
* Weekly communication with Skegness Caravan Sales Manager and monthly onsite meetings.
Key Knowledge/Experience & Qualification Requirements
* Proven customer service or sales experience (telephone selling desirable).
* Strong communication skills with a consultative, customer‑first approach.
* Resilient and comfortable working to targets and activity standards.
* Excellent organisation and admin skills; confident using CRM systems and Microsoft tools.
* High attention to detail, especially around data quality and accurate information sharing.
* Understanding of regulated/ethical selling, consumer protection and GDPR principles (training provided).
* Ability to work independently in a remote environment and manage time effectively.
* Flexible to support peak trading periods, including evenings/weekends where required.
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