B2C Sales & Retention Lead — Growth & Customer Experience

HomeLet; Lincoln; On-site; GBP 70,000 - 90,000; Full time

Job summary

HomeLet in the United Kingdom is seeking a strategic leader to drive performance across the B2C Sales and Retention teams for HomeLet and Let Alliance. You will grow sales, retention and customer satisfaction while building a positive, accountable culture.

You’ll coach team leaders, balance commercial growth with operational efficiency, and deputise for the Head of B2C when required. The role emphasizes service excellence, data-driven decisions and staff development in a fast-paced lettings

Qualifications

• Experience leading sales and retention teams in a target-driven environment.
• Strong coaching and performance management skills.
• Commercial mindset with a genuine commitment to excellent customer service.
• The confidence to lead change, solve problems and hold people accountable.
• The ability to turn performance data into practical improvements.
• An understanding of FCA requirements, including providing information on insurance products on a non-advised basis.

Responsibilities

• Lead and inspire: Coach and develop team leaders, setting clear expectations and helping them build motivated, high-performing teams.
• Deliver results: Drive sales, retention, revenue and call activity to achieve business targets, KPIs and agreed service levels.
• Put customers first: Champion a consultative approach that helps customers make informed decisions and feel valued at every interaction.
• Develop your people: Deliver meaningful one-to-ones, performance reviews, coaching and development plans, addressing performance gaps constructively.
• Improve how we work: Identify opportunities to streamline processes, increase productivity and strengthen profitability without compromising service.
• Keep teams connected: Run effective team meetings and ensure product, process and business updates are clearly communicated.
• Turn insight into action: Use performance reporting, trend analysis and knowledge of the lettings market to identify opportunities and inform decisions.
• Own customer outcomes: Support the investigation and resolution of complaints, using feedback to drive lasting improvements.
• Maintain high standards: Ensure accurate customer records, robust audit trails and compliance with relevant FCA regulations and internal procedures.
• Manage risk responsibly: Escalate risks, incidents and breaches promptly, ensuring appropriate action through to resolution.

Skills

Sales & Retention Leadership

Coaching & Performance Mgmt

Commercial Mindset

Change Leadership

Data-driven Improvement

FCA Knowledge

Job description

HomeLet in the United Kingdom is seeking a strategic leader to drive performance across the B2C Sales and Retention teams for HomeLet and Let Alliance. You will grow sales, retention and customer satisfaction while building a positive, accountable culture.

You’ll coach team leaders, balance commercial growth with operational efficiency, and deputise for the Head of B2C when required. The role emphasizes service excellence, data-driven decisions and staff development in a fast-paced lettings