Sales & Experience Manager
Job Title: Sales & Experience Manager Reporting to: Managing Director Location: Studio based Type: Full time -37.5 hours ( 8 days out of a 2 week rota ) Company: Empower Me Studio Ltd Brands: Supporting Andrew Wood Photography and Veloura Boudoir
Role Summary
The Sales & Experience Manager at Empower Me Studio Ltd is responsible for leading the commercial and client journey side of the business across both Andrew Wood Photography and Veloura Boudoir brands, overseeing Bookings, Viewings, Production, and the overall Customer Experience. This role ensures that clients receive an exceptional experience from initial enquiry through to final product delivery, while also driving sales performance, team standards and operational efficiency.
This is a key leadership role within the business and would suit someone who is commercially minded, highly organised, people focused and passionate about delivering outstanding client experiences. As part of a small business, this role will also act as a Duty Manager, when, and work flexibly across departments in times of absence or operational need.
Key ResponsibilitiesSales Leadership
- Oversee the performance of the Bookings and Viewings departments to maximise conversion, attendance and sales
- Support and develop a high performing sales culture that aligns with the company’s values and client experience standards
- Monitor sales KPIs including lead conversion, show rates, average order value and close rates
- Identify opportunities to improve performance, scripting, processes and sales outcomes
- Work with the MD to support revenue growth and commercial planning
- Work in the teams when required to
Customer Journey and Experience
- Oversee the client journey from first contact through to final delivery
- Manage the Customer Experience across departments
- Resolve escalated customer issues with empathy and professionalism
- Review client feedback and identify improvements
Production Oversight
- Manage the Production side of the business to ensure orders are processed accurately and efficiently
- Help maintain quality standards, timely delivery and smooth order fulfilment
- Monitor workflows and address delays or service issues proactively
Team Management
- Lead and support relevant team members across bookings, viewings and production
- Train, coach and performance manage staff to ensure high standards and accountability
- Assist with recruitment, onboarding and development of team members
- Encourage collaboration and flexibility across departments
- Manage HR within bookings, viewings and production
Cross Department and Duty Manager Support
- Act as Duty Manager on shift when required
- Work closely with the Operations Manager and Front of House & Marketing xxxx to ensure the whole business operates effectively
- Cover across departments and take on ad hoc duties where needed, reflecting the needs of a small business environment
Person SpecificationEssential
- Previous 5 years management experience in sales, customer experience or a service led commercial environment
- Strong leadership and people management skills
- Confident in driving performance, sales outcomes and service standards
- Excellent communication, organisation and problem solving ability
- Able to lead by example in a hands on, fast paced environment
- Flexible and willing to support across the business where needed
Desirable
- Experience in photography, luxury retail, beauty, hospitality or another high touch customer environment
- Experience managing a bookings / face to face sales based sales process
- Experience working with production or ordering departments
In Return We Offer
- A competitive salary
- A profit-based bonus scheme
- 225 hours annual leave (equivalent to 30 days based on a standard 7.5-hour day)
- Free parking
- Workplace pension
- Free tea, coffee and juice
- Weekly communal snacks
Pay: £28,000.00-£38,000.00 per year
Work Location: In person
