Sales & Service Manager

The Opportunity: Nigel Wright Group is delighted to be partnering with a well-established UK business operating in the B2B information services sector. The company is undergoing a major transformation to become more customer-focused and drive growth through improved service and sales strategies. With a strong subscription-based model and additional value-added services, the business is entering an exciting phase of expansion. To support this, they are seeking a Senior Customer Service and Sales Manager to take ownership of the UK customer base, lead a small team, and deliver a best-in-class customer experience that drives retention, upsell, and recurring revenue growth.Role Profile:•    Manage the UK Customer Service and Sales function, overseeing the end-to-end customer lifecycle from onboarding to retention.•    Act as second-in-command to the Head of Sales & Customer Service, deputising when required and supporting strategic initiatives.•    Drive recurring subscription growth and additional product sales through proactive engagement and consultative account management.•    Lead and motivate a small team, ensuring high performance and a customer-first mindset.•    Collaborate with marketing and business intelligence teams to optimise lead conversion and enhance customer experience.•    Analyse usage data and implement strategies to reduce churn, increase adoption, and identify upsell opportunities.•    Deliver product demos and training sessions to clients, ensuring they maximise platform value.•    Support continuous improvement of processes, CRM utilisation, and reporting to inform decision-making.Person Specification:•    Proven experience managing customer service and/or sales teams in a fast-paced environment.•    Strong commercial acumen with a track record of driving revenue growth through retention and upsell.•    Hands-on approach with excellent communication and relationship-building skills, comfortable engaging senior stakeholders.•    Ability to interpret data and translate insights into actionable strategies.•    Highly organised, adaptable, and motivated to deliver results in a dynamic setting.•    Experience in subscription-based or SaaS environments is advantageous but not essential.•    Comfortable balancing operational delivery with leadership responsibilities.