Role Description

The Sales Manager is responsible for leading and developing Urban Playground's sales function across all venues.

The role is accountable for maximising enquiry conversion, driving team performance and ensuring an outstanding customer journey from initial enquiry through to confirmed booking. Working closely with the Head of Commercial, the Sales Manager will lead, coach and develop the sales team while continuously improving sales processes, reporting and commercial performance.

Whilst primarily responsible for leading the sales function, the Sales Manager will also personally manage key customer enquiries and bookings, leading by example and supporting the team during peak trading periods.

Essential Duties and Responsibilities

Team Leadership

·       Lead, coach and develop the sales team.

·       Conduct regular one-to-one meetings, coaching and performance reviews.

·       Support recruitment, onboarding and ongoing development.

·       Act as the first point of escalation for the sales team.

·       Ensure consistent sales standards, customer experience and CRM usage across the team.

·       Ensure departmental KPIs, service levels and commercial targets are consistently achieved.

Sales Performance

·       Own enquiry conversion performance across all venues.

·       Personally manage inbound enquiries and bookings, supporting the team during peak trading periods, leading by example and ensuring team performance and service standards are maintained.

·       Allocate enquiries and workload across the team to maximise response times and conversion.

·       Monitor response times, conversion rates, revenue and pipeline performance.

·       Identify trends and opportunities to improve sales performance.

·       Ensure all enquiries are effectively managed and followed through to conclusion.

·       Follow up with booking organisers to gather feedback and encourage repeat business.

·       Support upselling opportunities and maximise booking value.

Commercial Management

·       Oversee the enquiry-to-booking process to maximise revenue opportunities.

·       Monitor pricing compliance and commercial decision-making.

·       Analyse won, lost and denied business to identify trends and improve future conversion.

·       Support package development, promotional activity and commercial initiatives.

Reporting & Process Improvement

·       Produce weekly and monthly sales reporting, providing insight into performance, pipeline and commercial opportunities.

·       Maintain CRM accuracy and pipeline visibility.

·       Drive continuous improvement across sales processes and the customer journey.

·       Work closely with Marketing and Operations to support commercial objectives.

Department Development

·       Support the continued development and expansion of the sales function as the business grows.

·       Identify opportunities to improve customer acquisition, customer retention and repeat business

Other Duties and Responsibilities

• Attend important clients’ bookings, or particularly large group bookings, meeting the clients in the venue to develop relationships.
• Ensure all training is completed in a timely manner.
• Proactively contribute to and suggest ways of improving company processes and procedures.

The position may involve other duties appropriate to the role.

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  The company reserves the right to amend or change this job description to meet the needs of business.  This job description and any attachments do not constitute or represent a contract.

Skills

Technical

• Previous experience leading a sales, reservations or contact centre team.
• Strong leadership and coaching skills with the ability to motivate high-performing teams.
• Commercially driven with a strong understanding of sales conversion and revenue generation.
• Experience using CRM systems and sales reporting tools.
• Strong commercial awareness and decision-making ability.
• Excellent communication and relationship-building skills.
• Ability to interpret sales data and identify commercial opportunities.
• Good knowledge of Microsoft Office, including Word and Excel.

Personal

·       Positive, "can do" attitude with a willingness to support the wider team.

·       Excellent organisational and time management skills.

·       Ability to work independently and prioritise workload.

·       Excellent attention to detail.

·       Ability to think on your feet and adapt within a fast-paced environment.

·       Proactively identifies opportunities to improve processes and ways of working.

·       Excellent verbal and written communication skills.

·       Customer-focused with a passion for delivering exceptional service.

Role Description

The Sales Manager is responsible for leading and developing Urban Playground's sales function across all venues.

The role is accountable for maximising enquiry conversion, driving team performance and ensuring an outstanding customer journey from initial enquiry through to confirmed booking. Working closely with the Head of Commercial, the Sales Manager will lead, coach and develop the sales team while continuously improving sales processes, reporting and commercial performance.

Whilst primarily responsible for leading the sales function, the Sales Manager will also personally manage key customer enquiries and bookings, leading by example and supporting the team during peak trading periods.

Essential Duties and Responsibilities

Team Leadership

·       Lead, coach and develop the sales team.

·       Conduct regular one-to-one meetings, coaching and performance reviews.

·       Support recruitment, onboarding and ongoing development.

·       Act as the first point of escalation for the sales team.

·       Ensure consistent sales standards, customer experience and CRM usage across the team.

·       Ensure departmental KPIs, service levels and commercial targets are consistently achieved.

Sales Performance

·       Own enquiry conversion performance across all venues.

·       Personally manage inbound enquiries and bookings, supporting the team during peak trading periods, leading by example and ensuring team performance and service standards are maintained.

·       Allocate enquiries and workload across the team to maximise response times and conversion.

·       Monitor response times, conversion rates, revenue and pipeline performance.

·       Identify trends and opportunities to improve sales performance.

·       Ensure all enquiries are effectively managed and followed through to conclusion.

·       Follow up with booking organisers to gather feedback and encourage repeat business.

·       Support upselling opportunities and maximise booking value.

Commercial Management

·       Oversee the enquiry-to-booking process to maximise revenue opportunities.

·       Monitor pricing compliance and commercial decision-making.

·       Analyse won, lost and denied business to identify trends and improve future conversion.

·       Support package development, promotional activity and commercial initiatives.

Reporting & Process Improvement

·       Produce weekly and monthly sales reporting, providing insight into performance, pipeline and commercial opportunities.

·       Maintain CRM accuracy and pipeline visibility.

·       Drive continuous improvement across sales processes and the customer journey.

·       Work closely with Marketing and Operations to support commercial objectives.

Department Development

·       Support the continued development and expansion of the sales function as the business grows.

·       Identify opportunities to improve customer acquisition, customer retention and repeat business

Other Duties and Responsibilities

• Attend important clients’ bookings, or particularly large group bookings, meeting the clients in the venue to develop relationships.
• Ensure all training is completed in a timely manner.
• Proactively contribute to and suggest ways of improving company processes and procedures.

The position may involve other duties appropriate to the role.

The duties and responsibilities listed in this job description represent the major responsibilities of the position.  Other duties and responsibilities may be assigned, as required.  The company reserves the right to amend or change this job description to meet the needs of business.  This job description and any attachments do not constitute or represent a contract.

Skills

Technical

• Previous experience leading a sales, reservations or contact centre team.
• Strong leadership and coaching skills with the ability to motivate high-performing teams.
• Commercially driven with a strong understanding of sales conversion and revenue generation.
• Experience using CRM systems and sales reporting tools.
• Strong commercial awareness and decision-making ability.
• Excellent communication and relationship-building skills.
• Ability to interpret sales data and identify commercial opportunities.
• Good knowledge of Microsoft Office, including Word and Excel.

Personal

·       Positive, "can do" attitude with a willingness to support the wider team.

·       Excellent organisational and time management skills.

·       Ability to work independently and prioritise workload.

·       Excellent attention to detail.

·       Ability to think on your feet and adapt within a fast-paced environment.

·       Proactively identifies opportunities to improve processes and ways of working.

·       Excellent verbal and written communication skills.

·       Customer-focused with a passion for delivering exceptional service.