Sales & Retention Manager
Garage Services Online | Full-Time | UK-Based
£20,000 base salary plus uncapped commission
About Garage Services Online
Garage Services Online has been helping independent garages across the UK & Ireland build their online presence since 2010. With 820+ independent garage partners, and over 170 five-star reviews, we're a trusted partner for independent garage owners who want more customers without the complexity of managing their own digital marketing and also the preferred supplier of complete digital services to channel partners who want their car service centres to succeed and become more profitable.
We build and maintain bespoke, mobile-friendly websites and provide ongoing account management, all for less than the price of a single car service per month. We can also handle digital marketing and social media for customers who want to outsource their entire digital presence.
The Opportunity
This is a dual-function role at the heart of how GSO grows and keeps its client base. You’ll be responsible for winning new business and for making sure the clients we win stay with us for the long term, engaged, informed, and getting real value from their membership.
On the sales side, we’re not looking for a seasoned professional with a polished pitch and a list of demands. We’re looking for someone hungry, someone who gets a genuine buzz from a conversation that goes well, takes a rejection on the chin and picks the phone back up, and wants to learn how to do it properly. You’ll be coached from day one, and if you put the effort in, there’s a clear path forward.
On the retention side, you’ll be the frontline guardian of our client base. You’ll build relationships, solve problems before they escalate, and ensure every garage we work with gets the most from what they’re paying for. You’ll own this function end to end, from proactive outreach to handling difficult conversations with empathy and authority.
What matters most across both sides of the role is your attitude. Are you organised? Are you driven? Do you follow through? Do you genuinely care about the people you’re talking to? If the answer is yes, we’ll teach you everything else.
What You’ll Be Doing
Owning Your Sales Pipeline
Sales at GSO is built on discipline as much as personality. HubSpot is your daily command centre, and the standard is simple: it should always tell the full story of every prospect you’re working with. Accurate pipeline management is non-negotiable. Daily task reviews are expected. Every lead is treated with urgency, same-day contact is the
standard regardless of source, whether that’s a website enquiry, a social media lead, a referral, or a phone call. No prospect goes cold on your watch, and no open deal is left without a clear next step.
When a deal reaches the finish line, the detail matters. Clean, accurate records, everything in its place before a win moves to the production team. The handover to Capsule is your final act on a deal, and it should be done with the same care as the first call. Wins are a team moment here, good news gets shared, and success is celebrated together.
Proactive Client Engagement
A big part of keeping clients is getting ahead of problems before they become reasons to leave. You’ll identify and contact existing clients who don’t yet have live Google reviews or active social media carousels on their website, educating them on why these elements matter and helping them to take action.
You’ll develop and run a structured proactive call programme, own a 12-month WhatsApp communication series for existing customers and a 6-month onboarding series for new ones, and help reshape our newsletter and client education campaign around our reporting tools. You’ll also contribute to product announcements, new feature rollouts, and assets like our “What’s Included in Your Membership” guide, practical resources that keep clients informed and engaged.
Reactive Client Escalations
When a client is unhappy, you’ll be the person they hear from. You’ll have the autonomy to resolve issues by whatever means necessary, without needing to escalate every decision. Speed and empathy matter here, and so does doing the right thing for the client.
You’ll work with escalation playbooks and help build out a standardised performance response toolkit, so every difficult conversation is handled professionally. You’ll also help develop our expectations-setting framework, ensuring clients know what to expect at every stage, from initial sale through to site preview, training, and ongoing support. When clients do decide to leave, you’ll conduct exit interviews to understand why, and feed those learnings into a win-back programme and ongoing improvements.
Payment & Cancellation Recovery
You’ll work closely with our Client Leaver Risk Register (CLRR), using it to identify at-risk accounts early and take targeted action before a client walks away. Where clients have cancelled their Direct Debit or fallen behind on payments, you’ll follow up in a structured, professional way, focused on resolution rather than pressure. Over time, you’ll support the development of an automated payment chase workflow integrated with Xero to reduce manual effort and improve recovery rates.
Tools, Systems & Reporting
You’ll be trained on the tools at the heart of what we do and report to clients: Rank Math (SEO management), Microsoft Clarity, Google Search Console, Google Analytics 4, and PageSpeed Insights. You’ll help build a unified reporting approach across the team and contribute to a Rank Math automated reporting MVP. You’ll also be trained in making WordPress amendments to client sites, giving you the hands-on capability to make meaningful changes without relying on the production team for every request.
What We’re Looking For
Essential
· Genuine hunger and drive, motivated by results, consistent, and able to take a knock and keep going
· Great on the phone, natural, confident, able to build rapport quickly with garage owners ranging from a sole trader to the owner of a multi-million-pound chain
· Strong relationship-building skills, warm, consultative, and genuinely client-focused
· Organised and consistent, you follow through, you don’t let things drop, and you take your pipeline seriously
· Confident, articulate communicator, able to hold authority in client conversations, de-escalate difficult situations, and represent the company professionally
· Comfortable liaising across departments, you’ll work closely with production, sales, and senior leadership
· Technically capable, able to learn new tools quickly and help others use them
· Willingness to be trained in WordPress, making amendments to client sites is part of the role
· Good written communication, you’ll be sending emails and proposals that reflect the GSO brand
· Honest and accountable, if something hasn’t been done, you’ll say so and sort it
· Willing to be coached, you’ll listen, adapt, and apply what you learn
Desirable
· Experience in a sales, customer success, account management, or retention role
· Familiarity with a CRM, HubSpot experience is a bonus
· Familiarity with Google tools (Search Console, GA4, PageSpeed Insights)
· Experience with WordPress or website platforms
· Knowledge of SEO fundamentals and how local search works
· An interest in digital marketing or web services
· Understanding of small business challenges, especially in trades or automotive
Working at GSO
· Full training provided: You’ll learn our product, our process, and our approach from the ground up. No prior knowledge of the garage industry needed, although it would be hugely advantageous.
· Mentoring period: You’ll begin with structured time across our production and sales teams so you truly understand how we build and sell our product.
· Coaching culture: You’ll be supported by an experienced team who want to see you succeed.
· Autonomy: You’ll have the trust and freedom to make decisions in the best interest of clients, no need to escalate every issue.
· Clear process: We have a tried-and-tested way of working. You’ll always know what good looks like and what’s expected.
· Team environment: We’re a small, close-knit team with big ambitions. We work together, share leads fairly and celebrate wins as a group.
· Room to grow: Do the job well and there’s a career here, not just a role. As the business grows, you could be involved in team structure planning and building a team beneath you.
How to Apply
Send your CV and a short cover note to [email protected]. Please tell us:
· What draws you to a role that covers both sales and retention, and what keeps you going when things get tough?
· Tell us about a time you had to stay organised under pressure or turned around a difficult client relationship.
· What does good client communication look like to you, and how do you make sure nothing slips through the gaps?
· Why GSO, and why now?
Pay: From £20,000.00 per year
Ability to commute/relocate:
- Harrogate, North Yorkshire: reliably commute or plan to relocate before starting work (required)
Experience:
Work authorisation:
- United Kingdom (required)
Location:
- Harrogate, North Yorkshire (required)
Work Location: Hybrid remote in Harrogate
