Job Description
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