Customer and Sales Director

We are working with a well-established, purpose-led consumer experiences business to appoint a Customer & Sales Director into a newly created executive position. The business benefits from strong brand awareness and consistent demand, but is now at a point where improving conversion, customer value, and follow-through is critical to its next phase of growth. This role exists to take ownership of that agenda.

Reporting to the Managing Director and sitting on the Executive Leadership Team, you’ll be responsible for the end-to-end customer journey — from intent through booking, experience, service, and re-engagement. You’ll work closely with Product/Marketing and Operations peers, ensuring that what is promised to customers is converted well, delivered consistently, and learned from.

• Own conversion performance across digital B2C journeys and B2B sales channels
• Lead teams across CRO, sales, CRM, customer service, and insight
• Build a more effective CRM and lifecycle programme covering pre-visit, post-visit, repeat and reactivation
• Take full accountability for customer service standards, complaints, escalations, and service recovery
• Act as the single point of ownership for customer insight, turning feedback and data into clear commercial and operational actions
• Lead forecasting, pipeline visibility, and in-season / off-season trading decisions
• Use data and insight (including AI-enabled tools) to improve decision quality and productivity

• Newly created role with clear ownership and executive influence
• A strong brand with meaningful headroom to improve conversion, retention, and lifetime value
• Purpose-led organisation with a long-term ownership mindset
• Hybrid working and a competitive reward package

This role will suit someone who has:

• Senior leadership experience in customer, sales, conversion, CRM, or customer value roles
• A track record of improving commercial performance by making existing demand work harder
• Led customer service or customer experience teams with clear accountability for outcomes
• Worked effectively alongside Product, Marketing, and Operations leaders at executive level

Experience in leisure, hospitality, travel, attractions, or other experience-led consumer businesses is highly relevant, though not essential if your pattern recognition is strong.

We would love to respond to every application however due to the volume of applications we receive this isn t always possible. If you have not heard within 2 weeks of applying, please assume on this occasion that your application has not been shortlisted. We may retain your CV to contact you about future employment opportunities that are being managed by The Growth Foundation Talent.

The Growth Foundation Talent is deeply committed to building a diverse & inclusive workplace and welcomes applications from all sections of the community.