Sales & Retention Manager
Full-Time, Permanent
Location: Sutton Coldfield, West Midlands (Office Based)
Salary: Up to £70,000 per annum (DOE)
Dignity is one of the UK's largest and most dynamic multi-site national businesses and we are embarking on an exciting transformation following a successful takeover and privatisation. With a robust network of 750 sites, we are committed to innovation, investment in technology, and enhancing operational standards.
Our rich history since 1812 and our dedication to responsible business practices drive us to offer unparalleled choice and value to our customers. Join us at Dignity and be part of a forward-thinking team poised for significant growth and making a meaningful impact in our industry.
We are looking for a dynamic Sales and Retention Manager to lead our Sales and Retention team. In this role, you will drive customer satisfaction and loyalty by implementing strategic retention initiatives and leveraging data insights.
You will also be responsible for developing and executing sales strategies to boost conversions, expand our customer base, and enhance our market presence while providing leadership, guidance, and mentorship to the team.
Key Responsibilities Include:
- Call Centre Operations: Oversee call centre processes including QA monitoring of inbound/outbound calls, defining performance metrics, and managing systems to ensure compliance with operational standards and FCA regulations.
- Sales Strategy & Delivery: Develop and execute sales strategies to achieve revenue targets. Set and track individual and team sales goals, coordinate with marketing for lead generation, and drive sales conversions to maximize marketing success.
- Team Leadership & Development: Lead and manage the sales team, providing ongoing training, feedback, and support. Conduct regular 1:1s, manage recruitment, selection, and induction of new team members, and foster a positive, inclusive working environment that promotes high engagement and self-development.
- Customer Retention & Loyalty: Design and implement customer retention programs, loyalty initiatives, and engagement campaigns. Analyse customer data to identify improvement areas, track retention metrics, and collaborate with marketing and sales teams to ensure successful customer conversion and retention.
- Continuous Improvement & Performance Monitoring: Continually review and enhance call centre operations, ensuring that all staff meet performance targets. Implement reward and recognition programs, share best practices, and address escalated issues efficiently.
- Collaboration & Communication: Work closely with Dignity Funeral and Crematoria Business Leaders to align strategies, share best practices, and ensure service standards meet company guidelines. Maintain clear communication channels across teams to ensure seamless operations and service delivery.
- External partnerships: Develop teams to handle customers from other brands and communicate with key partners developing a sales and service strategy
- Compliance & Health & Safety: Ensure full compliance with all internal procedures, audit requirements, FCA regulations, and health and safety standards, maintaining high standards of equipment and workplace safety.
This role is ideal for a candidate who has:
- Inspirational leadership qualities with a track record of engaging, developing, and leading teams to achieve results.
- Self-awareness, trustworthiness, and a conscientious approach to their work.
- Strong commercial acumen with a focus on risk management.
- The ability to influence, build, and maintain long-term relationships.
- Experience collaborating effectively with other leaders to meet business needs.
- Comprehensive knowledge of Pre-Need plans and finance, along with operational training experience.
- A proven ability to work well in complex, matrixed organizations, with strong analytical and problem-solving skills.
- Excellent leadership, decision-making, and multitasking skills, especially under pressure.
- Proficiency in generating performance reports and handling customer disputes with care.
- A commitment to ongoing professional development in coaching and compliance.
- Ideally, experience working in a regulated industry.
What we provide to you:
- Annual salary of up to £70,000 per annum
- 25 Days Holiday + Bank Holidays
- BUPA Private Healthcare Scheme
- 3 Months of Full Sick Pay Yearly.
- Life Assurance X2 Salary.
- Bonus Eligibility.
What are the next steps?
To apply for this position, please click the 'Apply' button to submit your application. A member of our Talent Acquisition Team will contact you shortly.
FCA Statement
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).
Equality, Diversity and Inclusion Statement
Our Vision is to connect with our clients, colleagues, company and communities based on our principles whilst celebrating our differences.
We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed and bold action to promote inclusion and belonging.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.