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.

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