Head of Sales & Customer Care in Birmingham

Location: Birmingham, Office-based

Contract: Full time, permanent

Salary: up to £65,000 + 30% bonus

Package & Benefits:

• Salary: up to £65,000 depending on experience
• Bonus: up to 30%
• 33 days holiday (option to buy up to 5 additional days)
• Private healthcare and life cover
• Employee and store discount
• Onsite Gym

About Jewellery Quarter Bullion:

We’re passionate about gold and silver investment - making it simple for customers across the UK and Europe to buy, sell, and store bullion securely. As the UK’s leading online bullion dealer with £350m+ turnover, our brands (BullionByPost.co.uk, Gold.co.uk, and others) are trusted by thousands of investors.

You’ll join a fast-paced, high-growth business with a market-leading online presence, and lead the continued evolution of our e-commerce success story.

Role Overview:

This senior leadership position sits within the BullionByPost management team and is responsible for leading the Sales, Account Management, and Customer Care functions. The Head of Sales & Customer Care will manage around 20 employees, including two direct line managers, overseeing all customer-facing activity across UK and international markets.

We’re looking for a strategic, commercially minded leader who can deliver sales growth while maintaining exceptional service standards. You’ll work closely with the senior leadership team to refine our sales and customer care strategy, drive efficiency, and enhance how we attract, engage, and retain customers.

This role is ideal for a leader who leads by example, combining a hands-on approach to sales and operations with strategic vision. You will set the standard for excellence in customer interactions, demonstrating what ‘great’ looks like on the phone, and confidently guiding the team through change as the business continues to scale.

Key Responsibilities:

• Lead, coach, and develop the Sales, Account Management, and Customer Care teams.
• Design and implement a Sales & Customer Care strategy aligned to business goals and customer expectations.
• Drive performance through effective use of data, KPI frameworks, target incentives and regular coaching.
• Strengthen the Account Management function to build lasting relationships with high-value and repeat customers.
• Collaborate with Finance, Marketing, and Compliance to enhance communication and process efficiency across departments.
• Oversee recruitment, onboarding, and training to maintain a high-performing team culture.
• Act as a senior escalation point for customer issues, ensuring prompt and professional resolution.
• Champion the voice of the customer in senior management discussions, using insight to inform strategic decisions.
• Lead process improvement and technology adoption initiatives to enhance operational capability.

Skills & Experience:

• Proven experience leading Sales and/or Customer Care teams in a fast-paced, commercial environment.
• Strong strategic and operational leadership skills, with the ability to translate strategy into clear, deliverable plans.
• Experienced in managing multi-layered teams - including developing and coaching line managers.
• Confident using data and KPIs to measure performance, drive improvement, and inform decisions.
• Demonstrated ability to build strong, trust-based relationships across departments and with senior stakeholders.
• Experienced in E-commerce, Financial Services, or high-value product sectors (bullion, luxury goods, or similar) would be ideal.
• Excellent communicator with a track record of motivating and inspiring teams.
• Comfortable leading through change, improving processes, and embedding new ways of working.
• Analytical, commercially focused, and naturally collaborative.
• Calm, professional, and decisive - able to handle complex situations with empathy and authority.

Why You’ll Love It Here:

• You’ll join a high-performing, growing business with a £350m+ turnover and a proven record of success.
• You’ll have the autonomy and influence to shape the Sales and Customer Care strategy for one of the UK’s leading bullion brands.
• You’ll lead a passionate team who care deeply about delivering an exceptional customer experience.
• You’ll work alongside an experienced, supportive Senior Management Team that values innovation and collaboration.
• You’ll make a visible impact - your ideas and leadership will help take the business to its next phase of growth.
• You’ll be part of a culture that rewards curiosity, ownership, and excellence.
• You’ll be trusted, respected, and valued for the difference you make every day.

About You:

You’ll be an experienced senior manager or head of department, confident in leading large teams and shaping commercial direction.

You’ll thrive in this role if you:

• Have significant leadership experience in Sales and/or Customer Care within E-commerce, Financial Services, or high-value retail.
• Possess strong strategic and operational leadership skills, with a record of driving performance and engagement.
• Are confident using KPIs, metrics, and customer insight to guide decisions.
• Have experience managing and developing line managers and emerging leaders.
• Excel at building relationships across departments and leading through influence.
• Are calm, decisive, and empathetic under pressure.
• Have strong communication skills and an analytical, commercially focused mindset.

Ready to Apply?

If this role sounds like a good fit, we’d love to hear from you. We’ll review all applications and be in touch to discuss next steps with shortlisted candidates.

Application Deadline: 31st January 2026

At JQB, we champion diversity, promote equal opportunities, and support flexible working. We encourage applications from all backgrounds - you’re welcome here.