Customer Experience and Sales Manager

Role Overview

A dynamic opportunity has emerged for a skilled Client Experience & Sales Manager to take charge of and motivate a customer-centric team within a busy retail environment. This position suits a driven leader passionate about delivering superior customer experiences, cultivating top-performing teams, and boosting business success through retail and digital channels.

Key Responsibilities

• Motivate, guide, and develop a customer service and sales workforce to foster a positive, customer-first atmosphere.
• Provide coaching, mentorship, and training to enhance team capabilities and promote ongoing personal growth.
• Elevate sales results by pinpointing improvements in conversion rates, customer retention, and lifetime value across physical and online outlets.
• Leverage CRM and eCommerce technologies to analyze customer interactions, tailor engagements, and streamline the customer journey.
• Evaluate KPIs, customer feedback, and sales metrics to detect patterns, assess performance, and apply improvements.
• Collaborate closely with teams from Retail, Marketing, Digital, and Operations to create a unified omnichannel customer experience.
• Drive continuous advancements by reviewing workflows, boosting efficiency, and integrating best practices.
• Lead through example by balancing excellent customer service excellence with strong commercial results.

Candidate Profile

The ideal candidate will be an established leader with 8 to 10 years of relevant experience in retail, customer service, or sales management, combined with a passion for developing talent and surpassing customer experience expectations.

• Demonstrated success in leading, coaching, and developing high-achieving customer service and sales teams.
• Effective leadership qualities capable of motivating and inspiring engaged teams.
• Experience with CRM and eCommerce platforms to drive customer engagement, retention, and revenue growth.
• Thorough knowledge of retail sales, customer experience management, and omnichannel customer journeys.
• Strong commercial insight with proven ability to meet sales and performance objectives.
• Skill in analyzing KPIs and customer information to guide strategic decisions and enhance continuous improvement efforts.
• Outstanding communication and stakeholder engagement aptitudes with persuasive influence across hierarchy levels.
• A proactive, customer-oriented mindset dedicated to delivering exceptional experiences and fostering robust team performance.

Additional Information

This is a leadership role within a growing company offering the chance to make significant contributions to both customer satisfaction and business growth.