Join us at Greene King the country's leading pub company and brewer, where our mission is to pour happiness into lives and become the pride of great British hospitality. We have something special, deeply rooted in our 220-year brewing and pub history, creating the business we are proudly known for today. Still today our 39,000 strong team are the guardians of what’s wholly British, the pub experience.
Job DescriptionThe Customer Sales Manager is responsible for driving customer value and service excellence through effective leadership of a team of 10 Customer Sales Representatives and Telesales Account Managers. This role ensures that every customer interaction delivers exceptional service, supports retention, and maximises commercial opportunities.
By setting clear performance expectations, implementing effective telesales strategies, and coaching team members to deliver best‑in‑class customer experiences, the Customer Sales Manager plays a pivotal role in increasing customer satisfaction, growing sales, and strengthening long‑term customer relationships.
Through the management of Telesales Account Managers they are also co-responsible – alongside the Regional Sales Manager - for the delivery of volume, profit and brand objectives for a subset of Free Trade customers
Working collaboratively with Operations, Logistics, Commercial teams and other internal stakeholders, the Customer Sales Manager translates business objectives into actionable frontline activity—optimising processes, enhancing productivity, and ensuring that customer needs are consistently met with accuracy, care, and professionalism.
QualificationsYour role as Customer Sales Manager
Team Management and Performance Management
- Setting targets and goals to maintain and grow sales volume and profit.
- Establishing clear and achievable sales targets for the team and individual representatives.
- Regularly monitoring calls, providing constructive feedback, and conducting performance reviews to identify areas for improvement.
- Coach team members through areas of professional development.
- Providing guidance and training to Customer Sales Representatives and Telesales Account Managers on sales techniques, product knowledge, and customer service best practices.
- Providing guidance and training to Sales Development Assistant
Motivating and engaging
- Creating a positive and motivating work environment to encourage high performance and team spirit.
- Addressing and resolving any conflicts or issues that may arise within the team..
Sales and Customer Service
- Ensuring high-quality customer interactions:
- Overseeing that representatives provide excellent customer service, resolve issues effectively, and build positive customer relationships.
- Monitoring of sales volumes & customer retention
Operational Management
- Resource planning - Ensuring adequate staffing levels and resource allocation to meet call volume demands.
- Reporting and analysis - Preparing regular reports on sales performance, team productivity, and other key metrics.
- Process improvement - Identifying opportunities to streamline sales processes and improve efficiency.
- Driving sales and revenue - Implementing strategies to maximize sales opportunities.
Managing customer interactions
- Overseeing the entire customer interaction process, from initial contact to closing the sale and providing after-sales support
- Maintaining accurate records - Ensuring that all customer interactions and sales data are accurately recorded and updated in relevant systems.
- Management of lead generation for Sales Development Assistant
- Creating a reputation that means people actively want to work in Customer Sales
What you’ll bring…
- Highly motivated people manager
- Strong Customer Service Skills
- Ability to think strategically and drive sales
- An effective communicator – written and oral.
- Have a strong understanding of the Brewing and Brands’ business.
- Be highly organised with good attention to detail.
- Able to persuade and influence others
- Ability to handle multiple competing priorities.
We’re all about rewarding our team’s hard work, that’s why…
You’ll receive a competitive salary, pension contribution as well as:
- The chance to further your career across our well-known brands – as one of the industry's top apprenticeship providers, we can provide training and development at each level of your career.
- Discount of 33% for you and 15% for your loved ones on all of our brands – so you enjoy your favourite food and drink at a discount.
- Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
- Discount of 50% for you and 25% for your loved ones at our Greene King Inns and hotels. – so you can enjoy a weekend away without breaking the bank.
- Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn £1,500 for referring them!
- Wagestream – access your wage before payday for when life happens.
- Retail discounts – Receive up to 30% off at Superdrug, exclusive discounts with three mobile along with many more…
Skills Required
- Proven team management experience (managing a team of sales or telesales representatives)
- Strong customer service skills and experience overseeing customer interactions
- Telesales or account management experience with target-setting and sales volume responsibility
- Coaching, training, and performance management experience (monitoring calls, feedback, reviews)
- Experience with reporting, sales analysis, and using performance metrics
- Ability to set and drive sales targets and commercial strategies
- Excellent written and oral communication skills
- Highly organised with strong attention to detail
- Ability to persuade, influence and handle competing priorities
- Strong understanding of the Brewing and Brands business (sector knowledge)
What We Do
Greene King is the United Kingdom's leading pub retailer and brewer, operating a network of approximately 2,700 pubs, restaurants, and hotels across England, Wales, and Scotland. With over 200 years of heritage, the company focuses on delivering exceptional hospitality experiences and brewing renowned ales at its historic breweries in Bury St Edmunds and Dunbar.
