Customer Sales and Service Manager

1 month ago

United Kingdom Layered Reality Full time
Job Title: Customer Sales & Service Manager

At Layered Reality, we are seeking a highly skilled and experienced Customer Sales & Service Manager to join our team. As a key member of our sales and customer service team, you will be responsible for delivering exceptional customer experiences, driving sales growth, and building strong relationships with our customers.

Key Responsibilities:
  • Converting incoming enquiries and managing group bookings to maximise every revenue opportunity and ensuring every detail of a booking is accurately communicated to the venue team to enable them to deliver
  • Managing tour operators and affiliate relationships to help drive ticket sales
  • Ensuring guests receive the ultimate experience by offering the most appropriate activities, packages and setup available based on their requirements
  • Maintaining the highest level of guest satisfaction by adhering to thorough, high standard enquiry handling and booking planning processes, ensuring a smooth and premium customer journey
  • Maximising all sales opportunities through upselling and building strong relationships with guests
  • Providing eloquent, professional proposals which meet guest requirements and arrive within the agreed time
  • Arranging and conducting venue show rounds, as and when required, to increase chances of high value booking conversion
  • Liaising with 3rd party agencies to handle incoming enquiries and successfully convert them into confirmed bookings
  • Achieving pre-booked revenue team targets on a monthly and quarterly basis
  • When required, taking part in proactive team activities, including but not limited to, upselling sessions and past booker contact
  • Maintaining a positive, empathetic, and professional attitude toward customers always
  • Responding promptly to customer and group booking inquiries
  • Communicating with customers through various channels, including emails, social media and in person
  • Acknowledging and resolving customer complaints
  • Knowing the shows inside and out, so that you can answer questions
  • Keeping record of customer interactions, transactions, comments, and complaints. Using this data and the learnings to improve the experience for future guests
  • Communicating and coordinating with colleagues as necessary, especially in the marketing, social and PR teams
  • Providing feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support
Requirements:
  • Strong and confident communicator with excellent interpersonal skills
  • A solid team player
  • Proactive and self-motivated; ability to use initiative
  • A sales driven individual with a positive personality
  • Ability to build authentic, productive business relationships
  • Good negotiation skills
  • A proven ability to think and act with speed and efficiency in a fast-paced environment
  • Exceptional organisational and administration skills with superior attention to details
What We Offer:
  • Fun working environment
  • Hybrid flexible working (3 days office & 2 days WFH)
  • Company social events
  • Discounted food
  • Theatre tickets
  • Layered Reality Birthday off
  • 23 days holiday plus Bank Holidays
  • Additional holiday day for each year of completed service

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