Senior Customer Sales & Service Manager OTE £37k-£45K

Shutterly Fabulous is a fast-growing business, and we are strengthening our customer function to deliver consistently high standards across sales, scheduling, service and aftercare.

We are looking for an experienced Senior Customer Sales & Service Manager to lead our central customer team, develop our Team Leaders and drive a consistent, accountable and data-led approach to performance.

Reporting to the Retail Operations Manager, you will improve sales and service performance, oversee aftercare, reduce outstanding repairs and recurring errors, and work with Regional Managers to address underlying issues.

This is a hands-on leadership role for a commercially focused manager who can develop people, turn data into action and lead the team through significant process and technology change.

Key responsibilities

Sales and service performance

• Own sales conversion, enquiry and quotation management, scheduling, customer service and aftercare performance.
• Set clear KPIs and service standards, using routines to maintain accountability.
• Balance commercial results with service quality, timely responses and positive customer outcomes.

Leadership and people management

• Lead, coach and develop the Customer Sales & Service Team Leaders through consistent one-to-ones, performance reviews and development plans.
• Recognise strong performance and address underperformance, capability and attendance issues promptly and fairly, working with the Retail Operations Manager and HR.
• Build clear communication, engagement, accountability and retention across the team.

Data and continuous improvement

• Develop clear reporting across all areas to identify trends, root causes and priorities.
• Turn insight into practical improvements that reduce errors, repeat contact, complaints and missed sales opportunities.
• Use demand and workload data to improve resource planning, capacity and visibility of backlogs and escalations.

Technology and change

• Represent the customer team’s operational requirements in CRM, process and technology transformation.
• Engage Team Leaders and frontline employees in process design, testing and implementation.
• Lead communication, training and adoption, identifying practical opportunities for automation, AI and improved reporting.

About you

You will be an experienced sales and service leader who brings structure, pace and accountability to a busy customer environment. Commercially focused and confident managing performance, you will develop Team Leaders, use data to drive action and lead with high expectations in a fair, practical and engaging way.

You do not need to be a technology specialist, but you should understand how CRM systems, automation, AI and better reporting can support a growing customer function.

Essential experience

• Proven experience leading a sizeable sales and customer service function through Team Leaders, supervisors or junior managers.
• A strong record of improving sales, service, productivity and customer outcomes through clear KPIs and performance routines.
• Practical experience of coaching, performance, capability and attendance management.
• Strong analytical and process-improvement skills, with experience using CRM or customer management systems.
• Strong commercial awareness, judgement and stakeholder management skills.

Desirable experience

• Experience supporting CRM, workflow or customer-platform transformation, with knowledge workforce planning or data visualisation.
• Experience in retail, home improvement, field services, an appointment-led business or another fast-growth environment.

What we offer

• £37,000-£45,000k pa based on experience + performance-related bonus
• A senior, influential role with the opportunity to shape a growing sales and customer service function.
• Competitive salary, performance-related bonus, pension and life assurance.
• Hybrid working, free on-site parking and 31 days’ annual leave inclusive of bank holidays, increasing with service.
• MediCash health support, a wellbeing programme and employee discount on shutters and blinds, subject to eligibility.
• Career development opportunities within a growing group.

Job Types: Full-time, Permanent

Pay: £37,000.00-£45,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• On-site parking
• Sick pay

Ability to commute/relocate:

• Brighton BN41 1WF: reliably commute or plan to relocate before starting work (required)

Experience:

• People Management: 5 years (required)

Work Location: In person