Moorings Sales & Customer Service Manager

Job Purpose

Internal job title: Mooring Sales Manager

Advertised Salary: £32,429 + car cash allowance (£4,680 p.a.) + benefits (see 'what we offer' section)

Location: Remote, with regular travel across our East Midlands local canal networks. See our network map here: https://canalrivertrust.org.uk/enjoy-the-waterways/canal-and-river-network

We are the charity who look after and bring to life 2,000 miles of waterways across England and Wales, because we believe that life is better by water. Every role across the Trust plays it's part in transforming our canals and rivers into spaces where local people want to spend time and feel better, bringing wellbeing benefits to millions.

We run waterside mooring as part of our discretionary commercial business activities. This income is really important because it goes towards the work we do to bring the waterways to life for everyone. Our mooring sites comprise of those on the main lines of the canal/river which can either be next to the towpath or on the opposite bank, or they can be located 'offline' which includes small basins, lay-bys and marinas. The numbers of boats at each site varies greatly from 1 to over 50.

We currently have a vacancy for a Moorings Sales Manager to help drive sales and marketing of long term moorings in East Midlands region ; generating financial returns. They will act as the main mooring customer interface (account management) and assist other members of the Moorings team to deliver customer driven service and product improvements within a safe environment.

To learn more about Moorings: https://canalrivertrust.org.uk/enjoy-the-waterways/boating/moorings/wate... / https://www.watersidemooring.com/Home/OurMooringsExplained

Location & coverage

The role will be based working from home, with the allocation of a nearby Hub for collaborative working in Newark.

This is a East Midlands based role but there will be an expectation that the successful candidate will be able travel to attend meetings or occasional fieldwork throughout the regional waterway network to attend meetings or liaise with Customers on Moorings. The working arrangement would typically see weekly visits (av. 3 days a week) to sites.

Canal network coverage includes: Trent & Mersey, River Trent, Witham, Chesterfield (SY), Fossdyke, River Soar and some of the Grand union canal (Foxton / Market Harborough).

See our network here (https://canalrivertrust.org.uk/enjoy-the-waterways/canal-and-river-network).

Knowledge, Skills/Qualifications & Experience

This is a unique Sales (Accounts) and Customer Service role that requires a strong character to manage to delicate interplay between conventional sales (building relationships) and servicing (Licence Support). The job holder must be comfortable communicating in both passive and challenging negotiation/liaison environments to maximize performance/service.

Key responsibilities

Sales / Maximising income:

• Achieve excellent sales performance by effective re-letting of vacant berths, optimising mooring space/berthing arrangements on site, applying appropriate market led prices to meet the business plan targets.
• Identify need and help to secure budgetary approval for site or berth improvements which will grow overall profitability.

Customer Liaison:

• Develop robust and effective communication methods to help deliver excellent customer service.
• Contribute to the evaluation of customer feedback and respond in accordance with defined customer service standards.
• Maintain effective CRM system to ensure all customer information is current.

Site Management:

• Liaise with contracts team to ensure site maintenance issues are recorded and dealt with within defined performance standards.
• Plan and organise site clean-up programmes as required following defined procedures.
• Ensure local rules (site rules) are being properly enforced
• Input into site development plans and improvement projects.
• Plan and deliver moorer meetings at premium sites on an annual basis.
• Input into enforcement activities in response to non-paying customers/illegally moored boaters.

Market Awareness:

• Carry out frequent assessments of competitors products, services and charges to ensure compliance with fair trading practice and competition law.
• Develop strong awareness of market forces (supply and demand) within defined geographical area.
• Analyse auction data to make informed decisions on mooring pricing.

Marketing and Promotion:

• Seek and implement ways to publicise and promote mooring vacancies (beyond just using CRT's website) to widen awareness and appeal of the trusts moorings.
• Liaise with Sales and Marketing Exec to implement promotional offers/incentives to encourage sales.
• Develop and implement mechanism to record effectiveness of promotional offers.

Financial Management:

• Effectively manage budgets and demonstrate good understanding of financial performance of each mooring site within defined area.

About you

Essential:

• Effective communicator, both verbally and in writing with a wide variety of internal and external stakeholders. Ability to build strong relationships through continuous engagement face to face, over the phone or via written communication.
• Able to work under own initiative, attention to detail and ability to deliver results in challenging situations.
• Highly organised and calm under pressure.
• Computer literacy, including knowledge of appropriate business software and systems.
• Proactive team working skills with a collaborative mindset.

Driving licence is essential and use of your own vehicle. Business travel will be reimbursed within the HMRC rules for non-taxable business travel cost.

Desirable:

• A basic knowledge of the requirements of the Data Protection Act and Equality Act would be beneficial.
• Competent awareness and understanding of relevant Acts, Bye Laws and licensing terms and conditions, affecting Canal & River Trust would be beneficial.
• Certificate/ Diploma or equivalent experience Customer Service/Sales/Communications.
• Ability to analyse and interpret financial data in profit and loss format.
• Project management experience beneficial.

To Apply: click on the "Apply for this job" button and follow the process - complete the application form & upload current CV.

If you have any questions about the role please contact CRT.recruitment@canalrivertrust.org.uk

We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. Therefore, if you are interested, please submit your application as early as possible.

What We Offer

In addition to your annual base salary of £32,429 , we also offer Car Cash Allowance (£390 per month), a competitive contributory DC Pension scheme arrangement, and numerous other employee benefits, including several salary sacrifice benefits. We are also open to flexible working arrangements.

Further details can be found here (https://canalrivertrust.org.uk/about-us/work-for-us/our-benefits).

Other benefits include:

• 25 days paid holiday, plus paid Bank Holidays, increasing to 27 days plus Bank Holidays after 3 years
• Home working status with 'hub' facilities available if a need to work outside of home - flexibility. Monday to Friday working, no weekend working.
• Annual £200 personal learning & growth award to spend on any learning related activity - hobbies; aspirations etc.
• Free access to specialist counselling on a range of issues - health; financial; lifestyle; well-being; domestic & neighbourly matters.
• Access to a range of employee benefits including - store discounts; boating holiday discounts; holiday purchase scheme.
• 2 days paid volunteering leave, volunteering for local community project work.

At the Trust we care passionately for our waterways, and as importantly, for those who look after and use them. We strongly believe that a diverse workforce brings with it a diversity of ideas, thinking and ways of working which enhances what we do as a Trust. We are striving to represent the diverse communities that we are a part of and welcome applicants from across all sectors of the community.

All candidates will be treated on the basis of their merits, skills and abilities and solely by being assessed against the requirements for the job.

When you join the Canal & River Trust you become a member of an engaged team working to preserve our heritage for future generations. Come and share your passion and knowledge with a team that makes a difference to millions of people every day.

Find out more about us on our website: https://canalrivertrust.org.uk/about-us]]>