Caravan Sales Manager

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Caravan Sales Manager

Department: Caravans

Employment Type: Permanent - Full Time

Location: Minehead

Description

Provide high-quality sales support to the on-site caravan sales operation by handling inbound and outbound enquiries, qualifying leads, booking appointments, supporting viewings, and progressing customers through the ownership journey. The role focuses on fast, professional follow-up, accurate CRM administration, excellent customer experience, and full compliance with regulated sales standards.

Based in our Minehead Resort, reporting into our Skegness Caravan Sales Manager.

KPIs

• Speed to lead / response time to new enquiries
• Outbound contact rate and call quality standards
• Appointments booked and show rate
• Conversion rate (enquiry to appointment) and assisted conversion to sale
• Revenue contribution (attributed/assisted) and average enquiry value progression
• CRM data quality (notes, next actions, stages, consent)
• Customer satisfaction/feedback on remote experience
• Compliance/quality monitoring outcomes

General Duties & Key Accountabilities

Lead Handling & Sales Support

• Make timely outbound calls to new and existing enquiries, following agreed service levels and prioritisation.
• Qualify customer needs (budget, preferred models, usage, timelines) and match to suitable stock/options.
• Book and confirm on-site appointments and viewings; ensure customers have clear joining instructions and expectations.
• Support virtual engagement (video calls/virtual tours, sending brochures, pricing and ownership information).
• Maintain structured follow-up plans to progress leads, reduce drop-off and maximise appointment conversion.

Customer Experience

• Deliver a friendly, professional and consultative experience on every call and message.
• Explain the ownership journey clearly and consistently, including key costs and next steps.
• Handle objections and questions confidently, escalating complex queries to the Sales Manager where required.
• Ensure customers feel valued and informed, regardless of whether they proceed immediately.
• Support handover communications and aftercare touchpoints as directed by the Sales Manager.

CRM, Admin & Sales Governance

• Keep CRM records accurate and up to date: stages, notes, next actions, outcomes and customer preferences.
• Maintain strong administrative standards for documentation, appointment packs and communication logs.
• Update customers with accurate pricing and stock information, aligned to the latest approved materials.
• Use approved templates and processes for email/SMS communications and consent management.
• Provide daily/weekly performance updates and pipeline handover notes to the Skegness Sales Manager.

Compliance & Quality

• Operate within all regulated sales requirements, consumer protection legislation and company policies.
• Ensure transparency and accuracy in all communications; do not overpromise or provide misleading information.
• Follow GDPR and consent rules for calling, emailing and marketing communications.
• Participate in call coaching, quality reviews and training; action feedback quickly.
• Escalate any compliance risks or customer vulnerability concerns immediately.

Team Collaboration

• Work closely with the on-site resort team including finance, admin and facilities.
• Support sales events and open days through pre-event calling, confirmations and post-event follow-ups.
• Share customer insights and common objections to help improve scripts, materials and processes.
• Maintain a proactive, solutions-focused mindset while working remotely.
• Contribute to continuous improvement of the customer experience.
• Weekly communication with Skegness Caravan Sales Manager and monthly onsite meetings.

Key Knowledge/Experience & Qualification Requirements

• Proven customer service or sales experience (telephone selling desirable).
• Strong communication skills with a consultative, customer-first approach.
• Resilient and comfortable working to targets and activity standards.
• Excellent organisation and admin skills; confident using CRM systems and Microsoft tools.
• High attention to detail, especially around data quality and accurate information sharing.
• Understanding of regulated/ethical selling, consumer protection and GDPR principles (training provided).
• Ability to work independently in a remote environment and manage time effectively.
• Flexible to support peak trading periods, including evenings/weekends where required.