Customer Success & Internal Sales Manager (Ref: PK8866)

NEW VACANCY! (PK8866)

CUSTOMER SUCCESS & INTERNAL SALES MANAGER

WEST YORKSHIRE

Salary Circa £50K

Hours: 8:30am to 5:00pm with an early finish on Fridays

Our client, a leading national packaging company for applications in bulk and transit packaging, food & drink processing, chemical and hazardous materials etc.

They are currently looking for a Customer Success & Internal Sales Manager to join their growing team. You will be reporting to the General Manager to lead, motivate and develop the internal team of Sales Administrators. This role is pivotal to the company's strategy to evolve their current team into a proactive internal Sales function with a focus on driving growth and delivering outstanding customer service. You will also have 6 Direct Reports.

• Responsible for the day to day team management, coaching and performance oversight
• Hands on Customer relationship management, sales pipeline development and continuous improvement of internal processes.
• Lead and manage a team of internal Sales Administrators, fostering a high-performance culture through ongoing coaching, skills development, and performance management.
• Drive team effectiveness by setting clear objectives, monitoring KPIs, and ensuring alignment with sales and customer service goals."
• Lead a cultural transformation from a reactive, administrative approach to a proactive, sales-driven and customer-focused mindset.
• Set clear individual and team objectives, monitor KPIs, and provide consistent, constructive performance feedback.
• Collaborate with senior leadership to ensure the sales strategy aligns with overall business objectives.
• Oversee key customer accounts, fostering strong relationships to drive satisfaction and repeat business.
• Champion best practices in customer service, sales processes, and CRM utilisation.
• Identify skill gaps and deliver coaching or training to continuously develop team capabilities.
• Work cross-functionally with external sales, marketing, and operations teams to enhance customer outcomes.
• Partner with the Quality and Compliance Manager to support complaint resolution and ensure accurate credit processing.
• Ensure compliance with company policies, ISO standards, and departmental procedures, proactively identifying and addressing areas for improvement.

Person Specification:

• Proven experience in leading teams within a sales or customer service environment.
• Strong commercial insight and a history of driving revenue growth.
• Exceptional leadership and interpersonal skills.
• Proficient in the use of CRM systems and experienced in interpreting sales reports.
• Demonstrated ability to coach, motivate, and develop team members.
• Comfortable operating in a dynamic, fast-paced environment.
• Resilient and professional when managing challenges or resolving conflict.
• Solid understanding of LRQA ISO 9001:2015 Quality Management Systems.
• Strong grasp of business operations, performance management, and KPI tracking.
• Knowledge of customer satisfaction metrics such as NPS and CSAT, with strategies to improve them.
• Awareness of supply chain and order fulfilment processes.
• Experience with industry-specific systems (e.g., ERP platforms, e-commerce tools) is an advantage.