Customer Experience & Sales Manager
Location: Reading
Contract: 12-month Fixed Term Contract (with potential to extend)
Salary: £45,000 + £5,000 completion bonus
We’re looking for a commercially minded, customer-focused leader to take ownership of our customer experience and sales function. This is not a traditional call centre role. It’s an opportunity to shape how customers engage with our brand, drive bookings, and lead a high-performing team that delivers memorable experiences every day.
You will lead a busy customer contact team responsible for handling bookings, enquiries, and customer interactions across a fast-paced, high-energy environment. Your focus will be on improving performance, increasing conversion, and ensuring every customer journey is seamless, engaging, and effective.
What You’ll Be Doing
- Leading, coaching and developing a team responsible for customer enquiries and bookings
- Driving sales performance, increasing conversion rates and average booking value
- Taking ownership of the end-to-end customer journey, from first contact through to booking
- Monitoring and improving KPIs including sales targets, service levels, and customer satisfaction
- Identifying opportunities to enhance processes, systems and ways of working
- Using data and insight to optimise performance and inform decision-making
- Working closely with senior leadership to support commercial objectives
- Creating a positive, motivated and high-energy team culture
What We’re Looking For
- Proven experience in a customer-facing leadership role with a strong sales focus
- Experience managing teams in fast-paced environments such as hospitality, retail, leisure, events, or contact centres
- A track record of driving revenue, improving performance and exceeding targets
- Strong coaching and leadership skills with the ability to motivate and develop others
- Commercial awareness with a focus on conversion, customer value and results
- Confidence using systems, data and reporting to manage performance
- A proactive, solutions-focused mindset with a continuous improvement approach
Why Join Us
- A genuinely engaging, people-focused environment where customer experience is central
- The opportunity to shape and improve how a key function operates
- A role with clear commercial impact and visibility across the business
- A supportive leadership team and potential for the role to extend beyond the initial contract
If you’re looking for a role where you can combine leadership, sales, and customer experience in a dynamic environment, we’d love to hear from you.
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