Sales & Loyalty Team Manager

Sage; Newcastle upon Tyne; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Generous pension

Annual leave 25 days

Bank holidays

Volunteer days

Health coverage

Hybrid work

Wellbeing app

Job summary

Sage is seeking a Loyalty Team Manager to lead a team of Loyalty Consultants for Small Business, driving retention, revenue protection, and growth. The role combines hands-on leadership with coaching, performance management, and a data-driven approach to improve customer outcomes and product adoption.

The position is hybrid, with three days in the Newcastle office, and involves developing capability, shaping customer conversations, and identifying migrations, upsell, and expansion opportunities

Qualifications

• Experience leading loyalty/retention teams.
• Strong coaching and performance-management skills.
• Proven ability to drive renewals and reduce churn.
• Experience in upsell, cross-sell, and expansion opportunities.
• Familiarity with CRM and data-driven decision making.

Responsibilities

• Lead, coach, and develop a team of Renewal Representative Interns to deliver the Small Business retention, renewal, customer value, and growth strategy.
• Build a high-performance culture with clear expectations, accountability, and a strong focus on achieving individual and team targets.
• Coach the team to have consultative customer conversations, identifying needs and confidently positioning Sage solutions.
• Drive lead generation through upsell, cross-sell, add-on, expansion, migration, and renewal opportunities within the customer base.
• Identify and progress cloud migration opportunities that support revenue retention, reduce churn, and align with Sage's cloud strategy.
• Use performance data, customer insights, Salesforce activity, call quality, and KPIs to identify risks, opportunities, and improvement actions
• Deliver ongoing coaching, feedback, observations, and performance management to strengthen capability, product knowledge, and sales effectiveness.
• Improve customer outcomes by increasing product adoption, customer health, confidence, and retention.
• Partner with Sales, Loyalty, Customer Success, Product, Marketing, Enablement, and Sales Operations to drive customer engagement and commercial opportunities.
• Lead the team through change, ensuring resilience, adaptability, and continued focus on performance and customer experience.

Skills

Leadership

Coaching

Performance management

Renewals

Churn reduction

Upsell / cross-sell

Cloud migration

Sales opportunities

Customer-centric

Data-driven

Tools

Salesforce

CRM

Job description

Job Description

The Loyalty Team Manager is responsible for leading, coaching, and developing a team of Loyalty Consultants to deliver customer retention, revenue protection, and commercial growth across the Small Business customer base. This is a hands-on leadership role, requiring regular observations, coaching, and performance management to build a high-performing team that keeps customers with Sage. Through a consultative and value-led approach, the Team Manager will develop colleague capability, enabling the team to understand customer needs, build customer confidence, increase product adoption, and maximise the value customers receive from Sage solutions. They will create a culture of accountability, ownership, and continuous improvement, ensuring colleagues are equipped to deliver exceptional customer experiences while achieving commercial objectives. The role is responsible for driving renewals, reducing churn, generating qualified sales opportunities, and identifying migration, upsell, cross-sell, and expansion opportunities that support Sage's growth and cloud strategy. Using customer insight, performance data, and strong commercial leadership, the Team Manager will motivate and inspire their team to deliver outstanding customer outcomes and business results while ensuring customers continue to grow with Sage.

Job Description

The Loyalty Team Manager is responsible for leading, coaching, and developing a team of Loyalty Consultants to deliver customer retention, revenue protection, and commercial growth across the Small Business customer base. This is a hands-on leadership role, requiring regular observations, coaching, and performance management to build a high-performing team that keeps customers with Sage. Through a consultative and value-led approach, the Team Manager will develop colleague capability, enabling the team to understand customer needs, build customer confidence, increase product adoption, and maximise the value customers receive from Sage solutions. They will create a culture of accountability, ownership, and continuous improvement, ensuring colleagues are equipped to deliver exceptional customer experiences while achieving commercial objectives. The role is responsible for driving renewals, reducing churn, generating qualified sales opportunities, and identifying migration, upsell, cross-sell, and expansion opportunities that support Sage's growth and cloud strategy. Using customer insight, performance data, and strong commercial leadership, the Team Manager will motivate and inspire their team to deliver outstanding customer outcomes and business results while ensuring customers continue to grow with Sage.

This is a hybrid role - 3days in Office (Newcastle)

Key Responsibilities

• Lead, coach, and develop a team of Renewal Representative Interns to deliver the Small Business retention, renewal, customer value, and growth strategy.
• Build a high-performance culture with clear expectations, accountability, and a strong focus on achieving individual and team targets.
• Coach the team to have consultative customer conversations, identifying needs and confidently positioning Sage solutions.
• Drive lead generation through upsell, cross-sell, add-on, expansion, migration, and renewal opportunities within the customer base.
• Identify and progress cloud migration opportunities that support revenue retention, reduce churn, and align with Sage's cloud strategy.
• Use performance data, customer insights, Salesforce activity, call quality, and KPIs to identify risks, opportunities, and improvement actions
• Deliver ongoing coaching, feedback, observations, and performance management to strengthen capability, product knowledge, and sales effectiveness.
• Improve customer outcomes by increasing product adoption, customer health, confidence, and retention.
• Partner with Sales, Loyalty, Customer Success, Product, Marketing, Enablement, and Sales Operations to drive customer engagement and commercial opportunities.
• Lead the team through change, ensuring resilience, adaptability, and continued focus on performance and customer experience.

Benefits? We have plenty...

• Video: https://www.youtube.com/watch?v=TCMtTYUUiuU
• Generous bonuses and pension scheme: Up to 8% matched pension contribution plus 2% top-up by Sage.
• 25 days of paid annual leave with the option to buy up to another 5 days
• 8 bank holiday days
• Paid 5 days yearly to volunteer through our Sage Foundation
• 50% income protection
• Holiday buy + sell
• Comprehensive health, dental, and vision coverage
• Work away scheme for up to 10 weeks a year
• Ongoing training and professional development
• Hybrid working
• Healthy Mind app membership
• Access to various helpful memberships for finances, health and wellbeing