Customer Success Manager

Location: Reading

Contract: 12-month Fixed Term Contract (with potential to extend)

Salary: £45,000 + £5,000 completion bonus

We’re looking for a commercially minded, customer-focused leader to take ownership of our customer experience and sales function. This is not a traditional call centre role. It’s an opportunity to shape how customers engage with our brand, drive bookings, and lead a high-performing team that delivers memorable experiences every day.

You will lead a busy customer contact team responsible for handling bookings, enquiries, and customer interactions across a fast-paced, high-energy environment. Your focus will be on improving performance, increasing conversion, and ensuring every customer journey is seamless, engaging, and effective.

What You’ll Be Doing

• Leading, coaching and developing a team responsible for customer enquiries and bookings
• Driving sales performance, increasing conversion rates and average booking value
• Taking ownership of the end-to-end customer journey, from first contact through to booking
• Monitoring and improving KPIs including sales targets, service levels, and customer satisfaction
• Identifying opportunities to enhance processes, systems and ways of working
• Using data and insight to optimise performance and inform decision-making
• Working closely with senior leadership to support commercial objectives
• Creating a positive, motivated and high-energy team culture

What We’re Looking For

• Proven experience in a customer-facing leadership role with a strong sales focus
• Experience managing teams in fast-paced environments such as hospitality, retail, leisure, events, or contact centres
• A track record of driving revenue, improving performance and exceeding targets
• Strong coaching and leadership skills with the ability to motivate and develop others
• Commercial awareness with a focus on conversion, customer value and results
• Confidence using systems, data and reporting to manage performance
• A proactive, solutions-focused mindset with a continuous improvement approach

Why Join Us

• A genuinely engaging, people-focused environment where customer experience is central
• The opportunity to shape and improve how a key function operates
• A role with clear commercial impact and visibility across the business
• A supportive leadership team and potential for the role to extend beyond the initial contract

If you’re looking for a role where you can combine leadership, sales, and customer experience in a dynamic environment, we’d love to hear from you.

Apply Now

Your recruiter for this role is Helen Horton, Account Director at Love Recruitment. To express your interest in this exciting opportunity, please apply directly through the link provided. Helen and Love Recruitment specialise in roles across the fitness and leisure sectors.