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- Tasks: Lead a dynamic team to enhance customer experiences with our luxury mattresses.
- Company: Join Harrison Spinks, a pioneer in handmade luxury mattresses since 1840.
- Benefits: Enjoy 32 days annual leave, competitive salary, and staff discounts.
- Why this job: Make a real impact by shaping customer interactions and driving innovation.
- Qualifications: Strong CRM experience and exceptional communication skills required.
- Other info: Collaborative environment with opportunities for personal and professional growth.
The predicted salary is between 40000 - 50000 £ per year.
Craft your future with us. At Harrison Spinks, we have been handmaking luxury mattresses in Britain since 1840 - with innovation, sustainability, and passion stitched into every seam. Join a team where tradition meets purpose, and your work truly matters.
We are looking for a dynamic and strategic Sales and Service Manager to lead our customer experience function and shape how our customers interact with our luxury products and services. Reporting into the Beds Managing Director, the Sales and Service Manager will be passionate about understanding customer behaviour, improving service delivery, and inspiring teams to deliver exceptional experiences and make a real impact.
Location: The Innovation Centre, Leeds. LS11 5SB
Hours: Monday - Friday, 37.5 hours
This is a pivotal leadership role where you will influence at senior level, drive cross-functional collaboration, and champion a customer focused culture across the organisation.
Key Responsibilities include:
- Lead and support the customer experience team to deliver outstanding service across all interactions, including calls, emails, and in-person touchpoints.
- Keep the team focused, organised, and efficient, ensuring all inbound tasks are actioned promptly to prevent delays or backlogs.
- Drive accuracy and performance through KPIs, monthly reviews, and continuous improvement, reducing errors and enhancing service quality.
- Build strong relationships with key customers, ensuring open communication around escalations, delivery changes, special requests, and service issues.
- Develop effective working relationships across the business including sales, transport, operations, procurement, and marketing to ensure a seamless customer journey.
- Improve and evolve our technology and process landscape to enhance service accessibility, efficiency, and customer satisfaction.
- Work closely with the Institute of Customer Service to maintain best practice and support ongoing improvement initiatives.
Key Skills & Experience:
- Strong experience using CRM systems to understand customer behaviour and support service delivery.
- Exceptional communication, interpersonal, and presentation skills, with the ability to influence at all levels.
- Proven track record of delivering high-quality customer service, using your leadership skills to drive individual and team performance.
- Advanced analytical and problem-solving abilities, with confidence interpreting data to inform decisions.
- Highly KPI and target-driven, with a focus on achieving measurable outcomes.
- Ability to interpret historical trends and activities to shape future customer experience strategies.
- Skilled in building and maintaining strong working relationships, fostering a customer-first culture across the organisation.
- Practical, solutions-focused mindset with a natural curiosity to innovate and continuously improve.
- Hands-on experience working directly with customers or clients in a commercial environment.
- Demonstrated ability to produce accurate, timely information in a fast-paced, dynamic setting while meeting tight deadlines.
- Ability to work collaboratively across all business functions to ensure a consistent, high-quality end-to-end customer journey across stages, channels, and touchpoints.
What we offer in return:
- 32 days annual leave - Inclusive of bank holidays
- Additional Wellbeing Day - A Day dedicated to you.
- Competitive Salary
- Training & development opportunities
- Enhanced Pension scheme
- Staff Discounts across the Harrison Spinks group
- Wellbeing initiatives
- Employee Ownership Trust member
Sales and Service Manager in Leeds employer: Harrison Spinks
Contact Detail:
Harrison Spinks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sales and Service Manager in Leeds
✨Tip Number 1
Get to know the company inside out! Research Harrison Spinks, their products, and their values. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the Sales and Service Manager role. Highlight your leadership skills and customer service successes to make a lasting impression.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the team at Harrison Spinks.
We think you need these skills to ace Sales and Service Manager in Leeds
Some tips for your application 🫡
Show Your Passion: When crafting your application, let your passion for customer service shine through. We want to see how you connect with our mission of delivering exceptional experiences and how your enthusiasm can inspire others.
Tailor Your CV: Make sure your CV is tailored to the Sales and Service Manager role. Highlight your experience with CRM systems and any leadership roles you've had that demonstrate your ability to drive performance and improve service delivery.
Be Specific with Examples: Use specific examples in your cover letter to illustrate your achievements. Whether it’s improving KPIs or enhancing customer satisfaction, we love to see concrete evidence of your impact in previous roles.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team at Harrison Spinks.
How to prepare for a job interview at Harrison Spinks
✨Know Your Customer Experience
Before the interview, dive deep into understanding customer experience in the luxury market. Familiarise yourself with Harrison Spinks' approach to customer service and think about how you can enhance it. Be ready to discuss specific strategies you've used in the past to improve customer interactions.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership abilities, especially in driving team performance and fostering a customer-first culture. Think of situations where you inspired your team to achieve exceptional results and be ready to share these stories during the interview.
✨Be Data-Driven
Since the role requires strong analytical skills, come prepared with insights on how you've used data to inform decisions in previous roles. Discuss any KPIs you've managed and how you’ve driven improvements based on those metrics. This will show your potential employer that you’re results-oriented.
✨Build Relationships
Emphasise your ability to build strong relationships across various functions. Prepare to talk about how you've collaborated with different teams in the past to ensure a seamless customer journey. Highlight any specific examples where your relationship-building skills led to improved service delivery.