Sales Team Leader

Job Title:

Sales Team Leader
Department:
Customer Engagement / Acquisition

Location:

Head Office:
Pioneer House, Morton Park, Darlington

Salary: £36,000 per annum

As a Sales Team Leader, you will lead, support and develop a team responsible for re‑engaging lapsed, inactive and previously engaged customers. Through effective mentoring, coaching and performance management, you will ensure the team consistently delivers strong reactivation, conversion and customer engagement results.

You will support team members in developing effective customer contact strategies, understanding customer needs, overcoming objections and identifying opportunities to rebuild relationships with customers. Working closely with senior leadership and other commercial teams, you will help shape reactivation strategies that support wider business objectives.

This position is ideal for someone looking to develop their leadership career, with the opportunity to strengthen their coaching and performance management skills while contributing to the ongoing development of the customer reactivation function.

• Support the team in achieving individual and collective reactivation and conversion targets.
• Develop and implement strategies to re‑engage lapsed, inactive and previously engaged customers.
• Coach Customer Reactivation Executives on effective questioning, relationship building, objection handling and closing techniques.
• Identify trends and opportunities within customer data to improve reactivation rates and customer engagement.
• Support the team in understanding customer needs and tailoring conversations to increase the likelihood of successful reactivation.
• Ensure reactivated customers receive a positive and consistent experience throughout the engagement journey.

• Conduct regular coaching sessions, call observations, 1:1s and performance reviews.
• Provide constructive feedback and targeted development plans to improve individual performance.
• Support team members in handling challenging customer conversations, objections and difficult scenarios.
• Act as the first escalation point for team members before issues reach senior leadership.
• Identify individual strengths and development areas and provide ongoing mentoring to build confidence, capability and performance.
• Share best practice across the team and encourage a culture of continuous learning.

• Track and manage key team KPIs, including reactivation rates, conversion rates, contact rates, revenue generated and customer engagement.
• Monitor individual and team performance against daily, weekly, monthly and quarterly targets.
• Provide regular performance insights and recommendations to senior management.
• Ensure customer records, CRM data, contact outcomes and follow‑up activity are accurate and up to date.
• Analyse campaign and customer performance data to identify opportunities for improvement.
• Take proactive action where performance is below expectations and recognise and celebrate strong performance.

• Work closely with Sales, Marketing, Customer Success and Delivery teams to ensure a consistent customer journey.
• Collaborate with Marketing to provide feedback on customer behaviour, campaign performance and reactivation opportunities.
• Assist in developing and refining customer contact strategies, reactivation campaigns and follow‑up processes.
• Identify opportunities to improve systems, processes and team efficiency.
• Use customer feedback and team insights to continuously improve the reactivation approach.

• Achieve monthly, quarterly and annual team targets for customer reactivation, conversions and revenue.
• Maximise opportunities to reconnect with existing and lapsed…