Customer Service Manager (Sales-Focused)


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https://www.cavendishmaine.com/757/job2025-03-24 15:56:371970-01-01 Cavendish Maine
Job Type Permanent
Location London (SW19)
Area London, UK London UK London (SW19)
Sector Sales & Marketing
Salary circa £40,000
Start Date
Advertiser Saul Bainton
Job Ref SBB/91883
Description

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.

 

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