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Branded consumer goods (health and beauty)
Location: London SW19
Type: Full-time
Reference: SBB/91883
We are seeking an experienced and dynamic Customer Service Manager to lead our customer support team through a transformation towards a more commercially driven approach. This role will be pivotal in shifting the team’s focus from traditional customer service to a proactive, sales-oriented strategy that enhances customer experience while driving revenue growth.
Key Responsibilities:
* Lead Change & Transition: Drive the strategic transformation from a traditional customer service model to a commercially focused approach.
* Sales Integration: Embed sales techniques within customer service processes, ensuring the team maximizes revenue opportunities through upselling, cross-selling, and value-driven conversations.
* Customer Experience Enhancement: Maintain high customer satisfaction levels while integrating a sales focus, ensuring a balance between commercial success and customer loyalty.
* Team Development & Training: Develop and implement training programs to equip the team with the necessary skills and confidence to adopt a more proactive sales mindset.
* Performance Management: Establish KPIs and metrics to measure commercial performance within customer service, providing regular feedback and coaching.
* Process Improvement: Analyse existing customer service operations, identify areas for commercial improvement, and implement best practices to enhance efficiency and profitability.
* Collaboration with Sales & Marketing: Work closely with sales, marketing, and product teams to align customer service strategies with business goals.
* Data-Driven Decision Making: Utilize customer insights, feedback, and analytics to drive improvements and tailor sales strategies within the service department.
* Stakeholder Communication: Communicate changes effectively to both internal teams and external customers to ensure smooth adaptation and continued engagement.
The Company
Our client is a profitable, successful and dynamic supplier of hair and beauty products, located in Southwest London. Known for their innovative approach and warm company culture, the business is well-positioned in the competitive FMCG space.
The Package
A basic salary of circa £35,000-£40,000 depending on experience will be offered for this position.
The Person
* Proven experience in a customer service leadership role is required along with a strong sales/commercial focus.
* Strong knowledge of sales principles and experience in embedding sales strategies within a service function.
* Excellent leadership, coaching, and mentoring skills to drive team engagement and performance.
* Exceptional communication and stakeholder management skills to gain buy-in at all levels.
* Experience in CRM systems and digital customer engagement tools is a plus.
* Ideally you will have demonstrated success in driving cultural change and leading teams through transformation.
If you are a results-driven leader with a passion for customer service and a proven ability to integrate sales strategies, we want to hear from you!
Regrettably we cannot respond to all applicants. We will be in touch within 10 days if your application is of interest.
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