We are seeking an experienced Sales Manager to lead and develop the Client Relationship team, ensuring consistent standards of client engagement, commercial performance, and service delivery. In this role, you will be responsible for managing and supporting Client Relationship Coordinators, Client Relationship Managers, and Senior Client Relationship Managers, while overseeing sales performance, training, and account allocation. You will work closely with senior leadership to ensure the CRM function operates effectively, ethically, and in line with ITVET’s values Key Responsibilities Team Leadership & Development · Line-manage Client Relationship Coordinators, Client Relationship Managers, and Senior Client Relationship Managers. · Conduct regular 1-1 meetings, performance reviews, and development planning. · Support onboarding, training, and progression within the CRM team. · Act as a point of escalation for team or performance-related matters. Sales & Commercial Oversight · Own sales performance across the CRM team, ensuring targets are met in a sustainable and client-first manner. · Oversee opportunity management, quoting standards, and response times. · Maintain and deliver sales and product training for the CRM team. · Support complex or high-value commercial discussions where required. Client Engagement & Standards · Ensure consistent standards of client engagement and communication across all CRM roles. · Oversee account allocation and capacity planning to balance workload and client needs. · Monitor client sentiment, feedback, and escalation trends. · Act as an escalation point for key client concerns or complaints. Process, Quality & Governance · Ensure CRM processes, documentation, and systems are used consistently and accurately. · Maintain product and service documentation in collaboration with senior team members. · Support adherence to service levels, security standards, and compliance requirements. · Drive continuous improvement across CRM processes and ways of working. Cross-Functional Collaboration · Work closely with Service Desk, Projects, Consultancy, and Procurement teams to ensure joined-up delivery. · Support leadership initiatives relating to client engagement, retention, and growth. Skills, Knowledge and Expertise Proven experience leading and developing client-facing or sales teams. Strong people management skills, including coaching, performance management, and development. Confident communicator, able to engage effectively with both clients and internal stakeholders. Strong commercial awareness with a balanced, client-first approach. Good understanding of IT services or managed service environments. Highly organised, with the ability to manage competing priorities and team workloads. Comfortable setting standards, enforcing process, and driving consistency. Calm, professional, and decisive when handling escalations or sensitive situations. Benefits OTE's £70,000 - £95,000 Private healthcare Fitness/wellbeing allowance Enhanced pension contributions Life and critical illness cover 31 days holiday allowance Employee assistance programme Enhanced parental leave 2 wellbeing leave days Additional paid leave days for volunteering Free parking Free breakfast, lunch and snacks Games area Busy social calendar