Customer Success & Sales Operations Manager
Location: Hybrid - Leeds (UK)
Salary: £27,000 per annum + Performance Bonus (OTE £32,000)
Bonus: Up to £5,000 per year
Hours: Monday to Friday, 9:00am – 5:00pm
Job Type: Full-Time, Permanent
Snugfort is one of the UK's fastest-growing Digital Signage and Audio Visual solution providers. We supply commercial displays, interactive touchscreens, LED displays, digital menu boards, video conferencing systems, room booking solutions, and content management platforms to businesses, schools, restaurants, retailers, and public sector organisations across the UK.
As we continue to grow, we are looking for a highly organised and proactive Customer Success & Sales Operations Manager to ensure no quotation, enquiry, abandoned checkout, or customer is left unattended.
This is a critical role within the business, focused on improving conversion rates, increasing customer satisfaction, generating repeat business, collecting customer reviews, and ensuring our sales team follows company processes and delivers excellent customer service.
The Role
You will act as the bridge between Sales, Customer Service, and Account Management.
You will monitor sales activity, follow up quotations, contact customers, recover abandoned checkouts, request customer reviews, identify upselling opportunities, and ensure our sales team is actively engaging with customers and updating CRM records correctly.
This is a performance-focused role with a direct impact on company revenue, customer retention, and customer satisfaction.
Key Responsibilities
Quotation Management & Conversion
- Review all open quotations daily.
- Contact customers to determine quotation status.
- Ask if customers require additional support, product recommendations, revised pricing, or technical assistance.
- Identify opportunities to accelerate order conversion.
- Escalate high-value opportunities to management where required.
- Track quotation conversion rates and sales performance.
Sales Team Performance Monitoring
- Monitor quotation owners and account managers.
- Verify that sales staff have:
- Called customers.
- Sent follow-up emails.
- Logged CRM notes.
- Created and completed follow-up tasks.
- Identify quotations that have not received adequate follow-up.
- Chase internal staff to ensure actions are completed.
- Produce daily and weekly sales activity reports.
- Ensure CRM data remains accurate and up to date.
Enquiry Management Oversight
- Review all incoming enquiries from:
- Live Chat
- Website Forms
- Email
- Telephone Messages
- Verify that assigned staff have contacted customers promptly.
- Escalate unattended enquiries.
- Monitor response times and enquiry ownership.
- Ensure every enquiry receives professional follow-up.
Customer Success & Relationship Management
- Contact customers after orders are placed.
- Confirm delivery expectations and installation progress.
- Check customer satisfaction levels.
- Resolve concerns before they become complaints.
- Build long-term relationships with customers.
- Maintain regular contact with key accounts.
- Support customer retention initiatives.
Review & Reputation Management
- Contact customers following successful delivery or installation.
- Request Trustpilot and Google reviews.
- Follow up on review requests.
- Track review collection performance.
- Report customer feedback and trends.
Abandoned Checkout Recovery
- Monitor abandoned checkouts daily.
- Contact customers via phone and email.
- Understand purchasing objections.
- Offer assistance and product recommendations.
- Recover lost sales opportunities.
- Track recovery performance and revenue generated.
Upselling & Cross-Selling
Identify opportunities to sell:
- Additional displays
- CMS subscriptions
- Installation services
- Mounts and accessories
- Extended warranties
- Future projects and upgrades
Generate repeat business from existing customers and support long-term account growth.
Reporting & KPI Management
Prepare daily and weekly reports covering:
- Open Quotations
- Quotations Followed Up
- Quotations Not Followed Up
- Enquiries Awaiting Contact
- Abandoned Checkouts Recovered
- Customer Reviews Collected
- Repeat Orders Generated
- Upsell Revenue
- Customer Satisfaction Issues
- Sales Team Follow-Up Compliance
Key Performance Indicators (KPIs)
- Quotation Conversion Rate
- Enquiry Response Time
- Abandoned Checkout Recovery Rate
- Customer Review Collection Rate
- Repeat Customer Revenue
- Upsell Revenue
- Sales Team Follow-Up Compliance Rate
- Customer Satisfaction Score
- Customer Retention Rate
Requirements
Essential
- Previous experience in Customer Success, Customer Service, Account Management, Sales Support, Internal Sales, Sales Administration, or Sales Operations.
- Excellent telephone and communication skills.
- Strong organisational and time management abilities.
- Ability to manage multiple priorities simultaneously.
- Confidence holding colleagues accountable for actions and follow-ups.
- Experience using CRM systems.
- Strong attention to detail.
- Professional written and verbal communication skills.
- Ability to work independently in a remote environment.
Desirable
- Experience using Shopify, Zoho CRM, HubSpot, Salesforce, or similar systems.
- Experience within Digital Signage, Technology, IT, Telecommunications, Audio Visual, or B2B sales environments.
- Experience managing customer review programmes.
- Experience recovering abandoned quotations or abandoned online purchases.
Salary & Benefits
- £27,000 Basic Salary
- Up to £5,000 Annual Performance Bonus
- OTE £32,000
- Hybrid Working
- Monday to Friday Schedule
- 28 Days Holiday Including Bank Holidays
- Ongoing Training and Development
- Opportunity to grow with a rapidly expanding technology business
Performance Bonus Structure
The successful candidate can earn up to £5,000 per year based on performance against key business objectives, including:
- Quotation Conversion Rate
- Customer Review Collection
- Abandoned Checkout Recovery
- Repeat Customer Revenue
- Upsell & Cross-Sell Revenue
- Customer Satisfaction Performance
- Sales Team Follow-Up Compliance
- Customer Retention & Relationship Growth
What Success Looks Like
- Every quotation receives proactive follow-up.
- Every enquiry is contacted promptly.
- No customer is left unattended.
- Abandoned checkouts are actively recovered.
- Customer reviews increase consistently.
- Repeat business grows month after month.
- Sales staff remain accountable for customer communication and CRM activity.
- Customer satisfaction remains exceptionally high.
- The role contributes directly to increased revenue and business growth.
If you are organised, commercially minded, customer-focused, and enjoy improving processes, driving accountability, and building strong customer relationships, we would love to hear from you.
Pay: £27,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Work Location: Hybrid remote in Middleton Park LS10 1TD
