Head of Sales and Customer Experience
15 days ago
Ashington
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