KT & Coe are delighted to be working with our client who are seeking someone to be the driving force behind an exceptional customer experience. They don’t just sell products they help people create spaces they’ll love for a lifetime. Built on teamwork, a passion for excellence, and genuine kindness, our approach is rooted in care, integrity, and good common sense.
We are looking for an exceptional Sales & Customer Service Manager to lead our front-line team, champion innovation, and ensure every customer experience lives up to a reputation for quality and trust.
The RoleAs Sales & Customer Service Manager, you’ll be the driving force behind all offline sales and service channels including telephone, face-to-face interactions, and live events. From first enquiry to final delivery, you’ll own performance and ensure every step of the customer journey is smooth, professional, and consistently high quality.
You’ll lead by example, embedding a clear, customer-focused sales process that’s lived and breathed by the whole team. Your leadership will turn enquiries into orders, and customers into long-term advocates.
This role isn’t just about managing today it’s about shaping tomorrow.
You’ll play a key role in modernising how Sales & Customer Service operates, driving the smart use of technology across the department. From implementing AI tools that improve response times and insights, to introducing systems that enhance efficiency and visibility, you’ll ensure the team is progressive, data-led, and always improving. You’ll be confident using technology to elevate both performance and customer experience.
This is a hands-on leadership role. Alongside leading from head office, you’ll personally attend and support selected key events across the UK, representing the brand face-to-face and forming an integral part of the event sales team.
What You’ll Be DoingLeading the Team*Inspire, coach, and develop the Sales & Customer Service team, fostering a culture built on teamwork, pride, and kindness.
*Set clear goals, provide regular feedback, and ensure everyone has the tools and confidence to succeed.
*Lead from the front, taking accountability and maintaining consistently high standards and a positive, supportive atmosphere.
*Build a flexible, dynamic team culture that adapts quickly and embraces positive change.
Driving Innovation & Smart Technology*Champion the implementation of modern technologies, including AI, to improve efficiency, insight, and customer responsiveness.
*Identify smarter ways of working that streamline processes and reduce friction in the customer journey.
*Use data and reporting to drive better decisions and measurable outcomes.
*Ensure new systems are adopted confidently through clear training, communication, and encouragement.
Delivering Outstanding Customer Experience*Take full ownership of the end-to-end customer journey, ensuring every interaction is handled with warmth, clarity, and professionalism.
*Oversee after-sales support, stepping in on escalated issues and resolving matters fairly and promptly.
*Actively listen to customer feedback and champion improvements that enhance the overall experience.
Driving Sales*Achieve and exceed sales targets across all offline channels.
*Ensure the sales process is consistently followed and delivered with confidence and professionalism.
*Oversee accurate and efficient order processing, creating a seamless, premium journey from enquiry to fulfilment.
*Work closely with Marketing and other teams to maximise opportunities.
Events & Exhibitions*Take ownership of booking, planning, and managing the company’s presence at events across the UK.
*Personally attend and staff key events, leading by example and supporting confident, knowledgeable sales conversations.
*Motivate and guide the event team to perform at their best.
*Ensure every event is well organised, professionally presented, and reviewed for continuous improvement.
Collaboration & Reporting*Work closely with Ecommerce, Marketing, and Operations to ensure a joined-up customer journey from start to finish.
*Provide clear reporting on sales performance, customer service metrics, technology impact, and event outcomes.
*Share insights that help shape future strategy and performance.
What Success Looks Like*Offline sales targets consistently achieved or exceeded.
*High levels of customer satisfaction and positive feedback.
*A confident, capable team that embraces innovation and continuous improvement.
*Technology embedded effectively, delivering measurable efficiency and experience gains.
*Well-run, high-performing events with strong engagement and sales results.
*Continuous improvements that strengthen the brand’s reputation and market position.
What We’re Looking For*Proven experience leading a sales and customer service team in a premium, customer-focused environment.
*Strong commercial instinct, with confidence owning targets, performance, and results.
*A solution-oriented, outcome-focused mindset.
*Experience implementing or championing modern technology, including AI tools.
*A flexible, dynamic leader who thrives in a fast-paced environment.
*A genuine team player who values teamwork, kindness, and excellence.
*Excellent communication skills, particularly over the phone and face-to-face.
*Highly organised, with the ability to juggle multiple priorities, events, and stakeholders.
*A genuine belief that great sales and great service go hand in hand.
*Willingness to travel and attend key UK events as part of the role.