Customer Sales Manager

Yugo; Birmingham; On-site; GBP 34,000 - 42,000; Full time

Job summary

Yugo in Birmingham is seeking a Residence Sales & Accounts Lead to drive occupancy and revenue for the student residence. You will own the customer journey from enquiry to booking and lead local sales strategies to achieve occupancy targets.

Working with the Residence Manager, you will manage student accounts, arrears processes, and collaborate with universities and partners to secure referrals and future bookings while delivering exceptional resident experiences and reporting on performance.

Responsibilities

• Deliver Occupancy and Revenue Targets Lead the delivery of occupancy, leasing and revenue targets for the residence. Develop and execute local sales strategies to achieve budgeted occupancy levels. Own the customer journey from enquiry through to booking, ensuring a market-leading conversion experience. Monitor enquiry pipelines and ensure prompt follow-up of all sales opportunities. Conduct in-person and virtual property tours, converting prospects into residents. Drive annual re0booking campaigns to maximise resident retention. Identify opportunities to increase revenue through room upgrades and ancillary services. Support the Residence Manager in achieving NOI and GOI targets. Monitor local market conditions, competitor activity and pricing strategies to maximise performance. Provide recommendations on local initiatives to drive leasing performance.
• Manage Student Accounts and Arrears Performance Take ownership of the residence arrears process and debt management strategy. Monitor student accounts to ensure payments are received in accordance with tenancy agreements. Proactively contact residents regarding overdue payments and outstanding balances. Negotiate and manage payment plans where appropriate. Work closely with guarantors and sponsors to assist with account resolution. Produce weekly arrears reports and collection action plans. Support legal and escalation processes relating to unpaid accounts. Work collaboratively with the Finance team to minimise bad debt exposure. Ensure compliance with company policies and procedures regarding payment collection. Deliver debt reduction targets and support overall cash collection objectives.
• Develop University and Strategic Partnerships Build strong relationships with local universities, colleges and student support services. Develop relationships with university accommodation teams to generate referrals and future bookings. Attend housing fairs, university events, open days and student-facing activities. Build and maintain relationships with education agents and referral partners. Identify opportunities to attract new customer segments and increase market share. Act as a key ambassador for Yugo within the local student community. Work with central Sales and Marketing teams to deliver local campaigns and initiatives.
• Drive Customer Experience and Retention Ensure prospective and current residents receive an exceptional customer experience. Monitor customer feedback and identify opportunities for continuous improvement. Support effective complaint resolution relating to sales, bookings and student accounts. Lead customer retention initiatives to maximise renewals and referrals. Work collaboratively with operational teams to improve student satisfaction and retention. Champion the Yugo brand values and customer experience standards. Support the delivery of YugoEco, YuGrow and YuPro initiatives within the residence.
• Sales Reporting and Business Performance Maintain accurate records within CRM and operating systems. Produce weekly and monthly sales performance reports. Analyse occupancy trends, conversion rates and booking activity. Forecast occupancy performance and identify risks and opportunities. Track marketing and sales campaign effectiveness. Provide regular updates and recommendations to the Residence Manager. Ensure reporting deadlines are consistently achieved and data integrity maintained.
• Support the Residence Leadership Team Act as a member of the residence leadership team alongside the Residence Manager and Assistant Residence Manager. Collaborate with operational teams to ensure a seamless resident experience. Support the delivery of site objectives and strategic priorities. Participate in leadership meetings, planning sessions and business reviews. Support key initiatives from Sales, Marke

Job description

Location: Birmingham, UK

Working Period: Full Time

Reports to: Residence Manager

Salary: £38,000

Overview

Yugo is the trusted name for student housing globally. Every day we connect young people to opportunities and students to amazing spaces. Here at Yugo, we like to do things differently. It's about people, planet, and passion.

Key Responsibilities

1. Deliver Occupancy and Revenue Targets Lead the delivery of occupancy, leasing and revenue targets for the residence. Develop and execute local sales strategies to achieve budgeted occupancy levels. Own the customer journey from enquiry through to booking, ensuring a market-leading conversion experience. Monitor enquiry pipelines and ensure prompt follow-up of all sales opportunities. Conduct in-person and virtual property tours, converting prospects into residents. Drive annual re0booking campaigns to maximise resident retention. Identify opportunities to increase revenue through room upgrades and ancillary services. Support the Residence Manager in achieving NOI and GOI targets. Monitor local market conditions, competitor activity and pricing strategies to maximise performance. Provide recommendations on local initiatives to drive leasing performance.
2. Manage Student Accounts and Arrears Performance Take ownership of the residence arrears process and debt management strategy. Monitor student accounts to ensure payments are received in accordance with tenancy agreements. Proactively contact residents regarding overdue payments and outstanding balances. Negotiate and manage payment plans where appropriate. Work closely with guarantors and sponsors to assist with account resolution. Produce weekly arrears reports and collection action plans. Support legal and escalation processes relating to unpaid accounts. Work collaboratively with the Finance team to minimise bad debt exposure. Ensure compliance with company policies and procedures regarding payment collection. Deliver debt reduction targets and support overall cash collection objectives.
3. Develop University and Strategic Partnerships Build strong relationships with local universities, colleges and student support services. Develop relationships with university accommodation teams to generate referrals and future bookings. Attend housing fairs, university events, open days and student-facing activities. Build and maintain relationships with education agents and referral partners. Identify opportunities to attract new customer segments and increase market share. Act as a key ambassador for Yugo within the local student community. Work with central Sales and Marketing teams to deliver local campaigns and initiatives.
4. Drive Customer Experience and Retention Ensure prospective and current residents receive an exceptional customer experience. Monitor customer feedback and identify opportunities for continuous improvement. Support effective complaint resolution relating to sales, bookings and student accounts. Lead customer retention initiatives to maximise renewals and referrals. Work collaboratively with operational teams to improve student satisfaction and retention. Champion the Yugo brand values and customer experience standards. Support the delivery of YugoEco, YuGrow and YuPro initiatives within the residence.
5. Sales Reporting and Business Performance Maintain accurate records within CRM and operating systems. Produce weekly and monthly sales performance reports. Analyse occupancy trends, conversion rates and booking activity. Forecast occupancy performance and identify risks and opportunities. Track marketing and sales campaign effectiveness. Provide regular updates and recommendations to the Residence Manager. Ensure reporting deadlines are consistently achieved and data integrity maintained.
6. Support the Residence Leadership Team Act as a member of the residence leadership team alongside the Residence Manager and Assistant Residence Manager. Collaborate with operational teams to ensure a seamless resident experience. Support the delivery of site objectives and strategic priorities. Participate in leadership meetings, planning sessions and business reviews. Support key initiatives from Sales, Marke