Customer Communications Specialist

Lloyds Banking Group; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services company in the UK seeks a Sales Manager - B2C (Non-Digital) to lead and manage Private Sales operations. The role focuses on high-value client engagement and optimizing the sales pipeline. Responsibilities include developing sales strategies, overseeing team performance, and acting as a senior contact for key clients. The ideal candidate will excel in team leadership and possess a strong background in CRM management. This role offers a unique opportunity to drive commercial success through strategic oversight and exceptional client service.

Qualifications

• Experience in managing sales teams and operations.
• Proven track record in client engagement and CRM management.

Responsibilities

• Lead and manage the Private Sales operations.
• Optimize sales pipeline and manage CRM database.
• Develop tailored sales strategies for high-value clients.
• Oversee team performance and coaching.
• Act as senior point of contact for key clients.

Job description

The Sales Manager - B2C (Non-Digital) will lead and manage Memento Exclusives' Private Sales operations, focusing on high-value client engagement, database optimisation, and team leadership. With accountability for both commercial and operational performance, the role will oversee all B2C non-digital sales activities, driving revenue through curated outreach, client lifecycle planning, and best-in-class customer experience. The successful candidate will be responsible for transforming a growing client base into a repeatable, scalable sales engine for Formula 1.

Private Sales Management & CRM Oversight

• Own and optimise the Private Sales pipeline, from outreach to conversion
• Lead the segmentation, cleansing, and ongoing management of the Private Sales CRM
• Develop and execute client communication plans and nurture sales cycles
• Introduce performance tracking for client activity, response rates, and conversion metrics
• Ensure all client data, notes, preferences, and orders are accurately captured and updated

Client Engagement & Commercial Delivery

• Develop tailored sales strategies for top-tier clients based on buying history and preferences
• Lead product curation efforts in partnership with Product, Creative, and consignments to match client profiles
• Own weekly reporting on pipeline health, outreach success, and revenue performance
• Set and maintain pricing strategy and margin controls for all Private Sales activity

Team Leadership & Sales Operations

• Manage the Private Sales and B2C Sales team on a day-to-day basis
• Set and review weekly/monthly performance KPIs and targets
• Coach and develop team members to drive proactive behaviour and client service excellence
• Streamline sales operations and ensure alignment across auction, retail, and consignment functions

Inbound & Cross-Channel Sales Coordination

• Work with Marketing and Digital to optimise inbound lead generation
• Convert qualified digital leads into high-value Private Sales opportunities
• Contribute to strategic planning across non-digital sales channels (e.g. auctions, consignment, retail)

Customer Experience & Relationship Management

• Act as the senior point of contact for key clients and collectors
• Design and implement a consistent high-touch experience for VIP clients
• Oversee gifting, follow-up, and retention strategies to deepen loyalty
• Introduce client feedback loops to inform product development and service design