An exciting opportunity has arisen for an experienced Client Experience & Sales Manager to lead and inspire a customer-focused team within a fast-paced retail business. This role is ideal for a passionate leader who thrives on creating exceptional customer experiences, developing high-performing teams, and driving commercial success across both retail and digital channels.
Working as a key member of the leadership team, you'll play an important role in shaping every stage of the customer journey, ensuring every interaction delivers an outstanding brand experience while supporting ambitious sales targets. This position requires a hands-on leader with strong coaching and training skills, alongside experience using CRM and eCommerce platforms to enhance customer engagement and build long-term loyalty.
Key Responsibilities
- Lead, inspire and develop a customer service and sales team, creating a positive, customer-first culture.
- Coach, mentor and train team members to maximise performance, build capability and support ongoing development.
- Drive sales performance by identifying opportunities to improve conversion, customer retention and lifetime value across retail and online channels.
- Utilise CRM and eCommerce platforms to gain customer insights, personalise engagement and optimise the customer journey.
- Analyse KPIs, customer feedback and sales data to identify trends, measure success and implement improvements.
- Work collaboratively with Retail, Marketing, Digital and Operations teams to deliver a seamless omnichannel customer experience.
- Champion continuous improvement by reviewing processes, increasing efficiency and embedding best practice.
- Lead by example, balancing exceptional customer service with strong commercial performance.
About You
You'll be an experienced leader with 8-10 years' experience in a similar role within retail, customer service or sales management, and a genuine passion for developing people and delivering outstanding customer experiences.
You'll also bring:
- Proven experience leading, coaching and developing high-performing customer service and sales teams.
- Strong leadership skills with the ability to motivate, inspire and build engaged teams.
- Experience using CRM and eCommerce platforms to support customer engagement, retention and sales growth.
- A solid understanding of retail sales, customer experience and omnichannel customer journeys.
- Strong commercial awareness with a track record of delivering against sales and performance targets.
- Confidence interpreting KPIs and customer data to make informed decisions and drive continuous improvement.
- Excellent communication and stakeholder management skills with the ability to influence at all levels.
- A proactive, customer-focused approach with a passion for creating exceptional experiences and developing high-performing teams.
If you're an inspiring retail leader with a passion for people development, customer experience and commercial success, this is an excellent opportunity to make a real impact within a growing business.
