Deputy Manager – Sales & Customer Experience

Reports to:

Customer Success Manager

Location:

Family Adventures Group Head Office, Weston-super-Mare

Salary: £31,782.40 per annum + industry-leading benefits package

Hours:

Full-time, 40 hours per week

At Family Adventures Group, our purpose is Empowering the Generations of Tomorrow.

We're a purpose-led, values-driven organisation. We always aim to do the right thing, and that means putting our teams, children and families first. Our ARCH values (Accountable, Reliable, Caring and Honest) shape how we work, how we make decisions and how we treat each other.

We run 15 nurseries across Somerset, the Midlands and South Wales, alongside our family leisure venues, with exciting growth coming soon. Every day, we help hundreds of families find the right childcare and give their children the best possible start in life.

We're proud to be recognised as:

• Sunday Times Best Places to Work (Large UK Company 2025/2026)
• Great Place to Work® Top 100 Large UK Company (2025/26)
• Top 20 UK Large Nursery Group (2025/26)
• UK Top 100 Best Workplace for Women, for Development and in Education (2025/26)

These awards are based on feedback directly from our teams and families, and we never take that for granted.

We're a fast-paced and ambitious company, with exciting plans for the future. As we grow, so do the opportunities for our people. We invest in training, development and progression, and make sure great work is noticed and celebrated.

Our Customer Success Team is often the first conversation a family has with us. It builds the first impression and the foundations for a great parent partnership. You'll help parents find the right nursery for their child, and you'll use data to make that journey better for every family who follows. It's a rare mix of people and numbers, with a direct impact on how our nurseries fill and grow.

You'll work at Head Office, close to the senior leadership team, so your ideas and results will be seen. This role is available due to internal promotion and it is an exciting opportunity for someone who enjoys working in a collaborative, fast-paced, dynamic role who is ambitious and loves working with customers to provide them with the best experience possible.

This is a hands‑on role combining parent experience with CRM analysis and team management. You will use CRM (Hub Spot) data to understand pipeline performance, identify trends and opportunities, and turn insight into actions that improve conversion and retention.

Alongside handling and actively converting parent enquiries yourself, you will support the Customer Success Manager in driving the overall team performance, coaching colleagues and ensuring every enquiry is effectively managed from initial contact through to show‑around and registration. This role will also support the wider customer experience journey and is hands‑on with customer interaction.

This role would suit someone who is confident with people, believes in giving families the best experience, thrives on being customer‑centric and finding solutions to problems.

• Use our CRM system (Hub Spot) to actively manage and analyse the enquiry pipeline, including prioritisation of workload for the team based on volumes.
• Monitor key measures including enquiry levels by site, contact rates, show‑around conversions, registrations and drop‑off rates.
• Use dashboards and reports to identify trends, pipeline leakage, opportunities and underperformance.
• Analyse performance by nursery, enquiry source, pipeline stage and team member.
• Translate data into clear actions to improve conversion and occupancy.
• Maintain high standards of CRM accuracy and data hygiene to ensure…