B2C Sales & Retention Manager

Leading a team of innovative, hardworking, fun industry experts that take pride in delivering an outstanding level of service with a consultative approach maximising all business opportunities with B2C customers.

To lead and develop the B2C Sales team and team leaders to deliver high sales performance, exceptional customer outcomes and compliant operations, in line with FCA and Consumer Duty requirements and the company’s values whilst delivering a best-in class service approach to customers.

Main purpose of role:

Owns and leads the overall delivery of sales volumes, revenue and service across the B2C sales team, ensuring business targets are achieved as a minimum.

Ensures that the overall team deliver a high-quality service in a timely and technically accurate manner in accordance with procedure and performance standards.

Builds a strong team of high energy, positive and sales focused individuals that thrive within a high challenge, high support environment where they live and breathe the company values.

Lead and manage direct reports to perform against business KPI’s by using strong performance management processes, coaching and development of each individual to deliver against business requirements and achieve their own goals.

Applies/implements high quality and ongoing improvement to processes and procedures whilst ensuring operational profitability and efficiency, that generates sales volumes that align with achieving monthly business targets set and in line with FCA and Consumer duty requirements.

Key Responsibilities

• Be accountable for delivering against business targets and goals
• Drive the team and team leaders on a day‑to‑day basis to deliver high sales performance across the B2C sales team, ensuring the smooth running of the overall department.
• Inspire the Sales team to maximise productivity, deliver optimal sales results, operational efficiencies and support growth, whilst implementing an effective reward, recognition, training and development programme.
• Lead and motivate the team by providing clear leadership, support and guidance across all areas and act as a role model across the team and the wider business.
• Lead the department with a philosophy of continuous improvement, contributing ideas and suggestions to improve the efficiency and effectiveness of the team and wider department.
• Lead by example to drive a customer‑centric approach within the team, ensuring the delivery of an exceptional customer experience, aligned to Consumer Duty requirements.
• Drive and embody the company values of “One team” and “Accountable actions” in all aspects of your own work and the team’s activities.
• Set clear, measurable goals and objectives that inspire the team to achieve business, quality and personal performance targets.
• Collaborate with Marketing and other supporting functions to design and deliver effective campaign initiatives and process improvements that drive sales growth and customer engagement.
• Ensure resource management is effectively planned in line with business needs, including the diligent recruitment of new team members who are aligned to the company culture and values.
• Deliver robust performance management, including documented 1:1 performance reviews, coaching, development and progression plans, and performance improvement plans where increased performance is required.
• Provide effective coaching to team leaders, ensuring coaching is impactful, sustained and drives continuous performance improvement, promoting a culture of high support and high challenge.
• Hold effective team meetings that provide feedback, communication and clarity, ensuring team leaders and the wider team are fully informed of product, process and procedural changes.
• Drive accountability across the team to resolve customer issues and provide timely, appropriate solutions that result in positive customer outcomes.
• Review QA (Quality Assurance) data and leverage feedback to build a high‑performing, compliant team.
• Drive change and innovation by evaluating different training and coaching delivery methods and implementing the most effective ways to engage team members, in line with the “Innovative pioneer” company value.

• Ensure completion of all mandatory learning and CPD (Continuing Professional Development) logging requirements for self and all individuals within the department.