At a Glance
- Tasks: Lead sales growth and customer relations in a purpose-driven bakery.
- Company: Join Luminary Bakery, an award-winning social enterprise making a social impact through baking.
- Benefits: Be part of a mission-driven team with opportunities for personal and professional growth.
- Other info: Embrace a diverse and inclusive workplace committed to social change.
- Why this job: Make a real difference while driving commercial success and empowering women.
- Qualifications: 4+ years in sales operations and experience in B2B sales required.
The predicted salary is between 45000 - 55000 £ per year.
Why Join Luminary Bakery
Luminary Bakery is an award-winning social enterprise using baking as a vehicle for social change. Every sale directly supports training and employment opportunities for women facing barriers to work. This role offers the opportunity to:
- Play a pivotal role in Luminary’s next phase of growth
- Hold genuine ownership and influence over revenue and operations
- Work in a purpose-driven business where commercial success directly enables social impact
Role Purpose
Luminary Bakery is entering a phase where commercial growth must be delivered alongside operational discipline. The Head of Customer and Commercial Sales is a senior, hands-on role responsible for driving revenue growth while ensuring the customer and fulfilment engine operate smoothly, accurately and with care. This role exists to move Luminary from reactive sales to intentional, structured commercial growth: winning new business, increasing repeat orders and ensuring that every order delivered reinforces trust in the Luminary brand — without senior leadership needing to intervene day-to-day. This is a commercial leadership role with clear KPIs, operational authority and accountability for outcomes.
Core Focus of the Role
- Sales & Revenue Growth
- Customer Operations & Fulfilment Leadership
Key Responsibilities
- Sales & Commercial Growth
- The post holder is personally accountable for driving revenue growth across Luminary’s B2B and direct-to-consumer channels.
- Proactively generate new sales through structured outbound activity, including corporate orders, standing orders, wholesale accounts and repeat B2B customers.
- Own and actively manage a live sales pipeline, tracking leads, follow-ups, conversions, lost opportunities and forecasted revenue.
- Convert inbound enquiries into confirmed, profitable orders through confident quoting, follow-up and closing.
- Reactivate dormant or lapsed clients and increase order frequency and value from existing customers.
- Lead seasonal and campaign-based sales activity (e.g. Christmas, International Women’s Day, Easter), translating business priorities into focused sales actions.
- Work closely with the team to ensure clear handover of high-value, complex or strategic accounts.
- Apply strong commercial judgement, balancing pricing, margins, production capacity and long-term customer value.
- Manage key accounts and supporting monthly & quarterly business reviews (QBRs).
- Prepare and share simple, regular sales reporting covering pipeline health, wins, risks and short-term forecast.
- Customer Operations & Fulfilment Leadership
- The post-holder owns the end-to-end customer order journey, from confirmation through to delivery, across all sales channels.
- Oversee customer operations across e-commerce, corporate, wholesale, weddings and events orders.
- Line-manage the Customer Service team, packers and weekend customer service cover, providing clear direction and accountability - as well as the delivery driver(s).
- Set and uphold standards for customer communication, response times, tone, accuracy and professionalism.
- Ensure orders are accurately processed, invoiced, packed, labelled and dispatched in line with agreed timelines.
- Act as the point of accountability when issues arise, resolving problems quickly, calmly and professionally.
- Coordinate closely with Production, Fulfilment and Delivery partners to manage capacity, cut-offs and operational constraints.
- Ensure CRM, order platforms (e.g. Shopify, Wherefour) and tracking systems are accurate, up to date and consistently used.
- Systems, Process & Continuous Improvement
- Design, implement and improve systems that support scale, efficiency and repeat sales.
- Identify operational bottlenecks that restrict sales growth and take ownership of resolving them.
- Ensure clear, consistent handovers between Sales, Production and Fulfilment teams.
- Build simple, robust processes that enable the Customer Service team to perform confidently and consistently.
- Leadership, Standards & Culture
- Lead with clarity, authority and care, setting expectations and following through.
- Create a calm, organised and accountable working environment within Customer Service and Fulfilment.
- Support and develop direct reports through regular check-ins, clear feedback and practical coaching.
- Act as a role-model for Luminary’s values, professionalism and commitment to social impact.
Skills & Experience Required
Essential
- 4+ years in sales operations, business development, or a similar commercial role.
- Proven experience in B2B sales, ideally within food, hospitality, retail or FMCG.
- Demonstrable ability to generate sales through outbound activity and close deals.
- Experience managing or leading a small team.
- Strong organisational skills with the ability to manage competing priorities.
- Commercial awareness, including pricing, margins and capacity considerations.
- Confident communicator, comfortable engaging with customers, suppliers and internal teams.
Desirable
- Experience working in a bakery, food production or e-commerce environment.
- Familiarity with CRM and order management systems (e.g. Shopify, Wherefour, Airtable or equivalents).
- Experience working in a mission-led or values-driven organisation.
Personal Attributes
- Commercially driven and comfortable working to KPIs
- Proactive, resilient and solutions-focused
- Calm under pressure and confident making decisions
- Highly organised, structured and detail-oriented
- Values-led and aligned with Luminary’s social mission
Luminary Bakery is committed to equity, diversity and inclusion and encourages applications from candidates of all backgrounds.
Head of Sales & Customer Relations employer: Luminary Bakery
At Luminary Bakery, we pride ourselves on being an exceptional employer that champions social change through our baking initiatives. Our vibrant work culture fosters collaboration and personal growth, offering employees the chance to make a meaningful impact while developing their careers in a supportive environment. With a commitment to equity, diversity, and inclusion, we provide unique opportunities for professional advancement, all while contributing to a purpose-driven mission that empowers women facing barriers to work.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Sales & Customer Relations
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up social media groups related to sales and customer relations. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching Luminary Bakery and its mission. Understand their values and how they align with your own. This will help you showcase your passion for their social impact while demonstrating your commercial acumen.
✨Tip Number 3
Practice your pitch! Be ready to talk about your past successes in sales and how you've driven revenue growth. Use specific examples that highlight your skills in managing customer relationships and operational efficiency.
✨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 being part of the Luminary team and contributing to their mission.
We think you need these skills to ace Head of Sales & Customer Relations
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for Luminary Bakery's mission shine through. We want to see how your values align with our social impact goals, so don’t hold back on sharing why this role excites you!
Tailor Your Experience:Make sure to highlight your relevant experience in sales and customer relations. We’re looking for specific examples of how you've driven revenue growth or improved customer operations in previous roles. Be clear and concise!
Be Data-Driven:Since this role involves KPIs and sales metrics, include any quantifiable achievements in your application. Show us how you’ve used data to make decisions or improve processes in your past positions.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Luminary Bakery!
How to prepare for a job interview at Luminary Bakery
✨Know Your Numbers
As the Head of Sales & Customer Relations, you'll need to demonstrate your understanding of sales metrics. Be prepared to discuss your past sales achievements, KPIs you've met, and how you’ve driven revenue growth in previous roles. Bring specific examples that showcase your ability to manage a sales pipeline effectively.
✨Showcase Your Leadership Style
This role requires strong leadership skills, so think about how you can convey your management style during the interview. Prepare to share experiences where you've successfully led a team, resolved conflicts, or improved team performance. Highlight your approach to coaching and developing team members, as this aligns with Luminary's values.
✨Align with the Mission
Luminary Bakery is all about social impact, so make sure you express your passion for their mission. Research their initiatives and be ready to discuss how your values align with theirs. Share any relevant experiences that demonstrate your commitment to social change, especially in a commercial context.
✨Prepare for Operational Questions
Since the role involves overseeing customer operations and fulfilment, expect questions about process improvement and operational efficiency. Think of examples where you've identified bottlenecks and implemented solutions. Be ready to discuss how you ensure accuracy and professionalism in customer communications and order fulfilment.
