Head of Sales & Customer Services

Description

A strategic leader driving growth and excellence across our Sales, Account Management, and Customer Service teams.

We're looking for a commercially astute, people–focused leader to shape and deliver our customer–facing strategy across UK and international markets. You'll lead a high–performing team, champion customer experience, and play a pivotal role in scaling our business.

This is a hands–on leadership role for someone who thrives on both strategic thinking and operational delivery. You'll set the tone for outstanding customer interactions, inspire your team, and drive performance through data, coaching, and collaboration.

What You'll Be Doing

Lead & Inspire: Manage and develop a team, including two–line managers, across Sales, Account Management, and Customer Service.Strategic Delivery: Design and execute a customer–facing strategy that aligns with business goals and elevates customer experience.Performance Management: Use KPIs, data insights, and coaching to drive team performance and continuous improvement.Relationship Building: Strengthen our Account Management function to deepen relationships with high–value and repeat customers.Cross–Functional Collaboration: Work closely with Finance, Marketing, and Compliance to streamline processes and improve communication.Team Development: Oversee recruitment, onboarding, and training to build a resilient, high–performing team culture.Customer Advocacy: Act as a senior escalation point and champion the voice of the customer in strategic discussions.Operational Excellence: Lead process improvements and adopt new technologies to enhance team capability and efficiency.What You'll Bring

Proven leadership experience in Sales and/or Customer Service within a fast–paced, commercial environment.Strong strategic thinking with the ability to translate vision into actionable plans.Experience managing multi–layered teams and coaching line managers.Data–driven mindset with a track record of using KPIs to drive performance.Excellent communication and stakeholder management skills.Background in E–commerce, Financial Services, or high–value product sectors (bullion, luxury goods, etc.) is a plus.Comfortable leading through change and embedding new ways of working.Calm, decisive, and empathetic approach to complex situations.At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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Ad ID: 5417285120