Customer Service Manager (Sales-Focused)

We are seeking an experienced and dynamic Customer Service Manager to lead our customer support team through a transformation towards a more commercially driven approach. This role will be pivotal in shifting the team’s focus from traditional customer service to a proactive, sales-oriented strategy that enhances customer experience while driving revenue growth.

Key Responsibilities:

• Lead Change & Transition: Drive the strategic transformation from a traditional customer service model to a commercially focused approach.
• Sales Integration: Embed sales techniques within customer service processes, ensuring the team maximizes revenue opportunities through upselling, cross-selling, and value-driven conversations.
• Customer Experience Enhancement: Maintain high customer satisfaction levels while integrating a sales focus, ensuring a balance between commercial success and customer loyalty.
• Team Development & Training: Develop and implement training programs to equip the team with the necessary skills and confidence to adopt a more proactive sales mindset.
• Performance Management: Establish KPIs and metrics to measure commercial performance within customer service, providing regular feedback and coaching.
• Process Improvement: Analyse existing customer service operations, identify areas for commercial improvement, and implement best practices to enhance efficiency and profitability.
• Collaboration with Sales & Marketing: Work closely with sales, marketing, and product teams to align customer service strategies with business goals.
• Data-Driven Decision Making: Utilize customer insights, feedback, and analytics to drive improvements and tailor sales strategies within the service department.
• Stakeholder Communication: Communicate changes effectively to both internal teams and external customers to ensure smooth adaptation and continued engagement.

The Company

Our client is a profitable, successful and dynamic supplier of hair and beauty products, located in Southwest London. Known for their innovative approach and warm company culture, the business is well-positioned in the competitive FMCG space.

The Package

A basic salary of circa £35,000-£40,000 depending on experience will be offered for this position.

The Person

• Proven experience in a customer service leadership role is required along with a strong sales/commercial focus.
• Strong knowledge of sales principles and experience in embedding sales strategies within a service function.
• Excellent leadership, coaching, and mentoring skills to drive team engagement and performance.
• Exceptional communication and stakeholder management skills to gain buy-in at all levels.
• Experience in CRM systems and digital customer engagement tools is a plus.
• Ideally you will have demonstrated success in driving cultural change and leading teams through transformation.

If you are a results-driven leader with a passion for customer service and a proven ability to integrate sales strategies, we want to hear from you!

Contact: Saul Bainton

Reference: SBB/91883

Regrettably we cannot respond to all applicants. We will be in touch within 10 days if your application is of interest.