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Customer Engagement Advisor

2 weeks ago

Cookstown, United Kingdom BA Components Full time

**13/06/2025**

**Our Business**

Established in 1990 and operating from three state of the art factories in Cookstown, Doncaster and Rotherham, BA is proud to be one of the UK’s leading manufacturers of factory-built kitchens and bedrooms, bespoke, made-to-measure doors accompanied with one of the largest ranges of matching accessories in the marketplace today. Marking 35 years of manufacturing expertise in 2025, the key to BA’s success story has been the blend of quality, sustainable materials and cutting-edge design, complemented with a robust supply chain and an award-winning customer service that underpins their manufacturing prowess.

**The Role**

We are seeking a dynamic and commercially minded Customer Engagement Advisor to play a key role in driving business growth and delivering exceptional customer experiences in the kitchen & bedroom retail sector.

As part of the Marketing Team, you will be the first point of contact for prospective customers and the knowledge hub for existing customers. Nurturing early-stage interest to providing in-depth information, you will work closely with the Area Sales Managers in the field to provide customer service excellence.

This role is ideal for someone who thrives on people engagement, understands business sales cycles, and is passionate about making a difference.

**Objectives**:

- To increase our customer retention rate
- Increase sales through our existing customer base
- Develop and increase sales by acquiring new customers.

**Key Responsibilities**

**Customer Engagement & Lead Handling**
- Liaise closely with the Retail Sales Team on customer journey plans and sales calls, support follow-up actions from sales calls and act on customer feedback.
- Proactively contact existing customers to update them on new product launches, new service propositions, promotional offers and campaigns.
- Qualify leads by understanding customer needs, the sales cycle and buying readiness.
- Convert enquiries into qualified sales calls for Area Sales Managers
- Identify and suggest relevant upsell opportunities
- Deliver confident, informative, and friendly service at all times.

**Sales Pipeline & CRM Management**
- Proactively follow up on web leads, call-back requests and marketing campaign responses.
- Accurately record all interactions and customer updates in the CRM system.
- Maintain accurate customer information and activity logs in our CRM system.
- Coordinate with the Design/Sales team to ensure a seamless handover of qualified leads.

**Customer Experience & Relationship Building**
- Provide Guidance on BA account set up and ordering through our 24/7 on-line ordering portal, MyBA.
- Provide pre-sale support including product information, pricing, promotions and process guidance.
- Provide clear, timely, and accurate responses to customer questions about products, pricing and promotions.
- Support customers through the pre-sale journey, removing friction and enhancing confidence.

**Performance & Upsell Contribution**
- Support our Tier 2 and 3 customers with regular phones calls advising about new products, promotions, dealing with queries etc. (Target 1)
- Call our lapsed customers (Target 2)
- Call our competitor customers promoting offers (Target 3)
- Call customers from our lead list database c.3500 potential customers (Target 4)

Develop a suite of weekly published KPI’s relating to:

- No. of calls to Tier 2 and Tier 3 customers
- No. of calls to potential customers
- No. of potential customer appointments made
- Achieve individual KPIs related to lead response time, customer satisfaction, and upsell success.
- Identify opportunities for additional services and make relevant suggestions.
- Collect and report customer feedback to support continuous improvement.

**Internal Departments**
- Proactively work with the Retail Sales Team to support and synergise efforts to maximise the overall experience for the customer.
- Work closely with the After Sales Customer Services Team to ensure new and existing customers receive a seamless and cohesive customer service experience.
- Work closely with the Marketing team members to raise awareness of promotional offers, new product launches and customer benefits.

**What does success in this role look like**
- High lead conversion rate to sales call bookings
- Delivering on team and individual KPIs
- Consistently positive customer feedback and experience scores
- Clear and complete CRM records for all interactions
- Effective coordination with sales/design teams for a seamless customer journey

**Essential Criteria**
- 3+ years of delivering exceptional customer service in a customer excellence environment or sales support role (preferably B2B).
- Strong communication and interpersonal skills.
- Proficient with CRM systems and Microsoft Office.
- Highly organized and able to manage multiple leads and tasks efficiently.
- Driven by targets with a proactive, solution-oriented mindset.
- Full UK Driving Licence and abilit