Head of Sales and Customer Relations

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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Reports to: Managing Director</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Location: Hackney / Production Sites / WFH (as required)</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Hours: 40 hours per week (Full Time)</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Salary: Circa £55,000 per annum, dependent on experience</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><em><span style=\"font-weight: bold\"><span style=\"color: rgb(34, 34, 34)\">Applications will be reviewed on a rolling basis and interviews may take place before the closing date. We encourage early applications, as the role may be filled once a suitable candidate is identified</span></span></em></span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Why Join Luminary Bakery</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Luminary Bakery is an award-winning social enterprise using baking as a vehicle for social change. Every sale directly supports training and employment opportunities for women facing barriers to work.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">This role offers the opportunity to:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Play a pivotal role in Luminary’s next phase of growth</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Hold genuine ownership and influence over revenue and operations</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Work in a purpose-driven business where commercial success directly enables social impact</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Role Purpose</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Luminary Bakery is entering a phase where commercial growth must be delivered alongside operational discipline. The Head of Sales and Customer Relations is a senior, hands-on role responsible for driving revenue growth while ensuring the customer and fulfilment engine operate smoothly, accurately and with care.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">This role exists to move Luminary from reactive sales to intentional, structured commercial growth: winning new business, increasing repeat orders and ensuring that every order delivered reinforces trust in the Luminary brand — without senior leadership needing to intervene day-to-day.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">This is a commercial leadership role with clear KPIs, operational authority and accountability for outcomes. </span></p>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Core Focus of the Role</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Sales &amp; Revenue Growth</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Customer Operations &amp; Fulfilment Leadership</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Key Responsibilities</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">1. Sales &amp; Commercial Growth </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">The post holder is personally accountable for driving revenue growth across Luminary’s B2B and direct-to-consumer channels.</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Proactively generate new sales through structured outbound activity, including corporate orders, standing orders, wholesale accounts and repeat B2B customers.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Own and actively manage a live sales pipeline, tracking leads, follow-ups, conversions, lost opportunities and forecasted revenue.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Convert inbound enquiries into confirmed, profitable orders through confident quoting, follow-up and closing.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Reactivate dormant or lapsed clients and increase order frequency and value from existing customers.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Lead seasonal and campaign-based sales activity (e.g. Christmas, International Women’s Day, Easter), translating business priorities into focused sales actions.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Work closely with the team to ensure clear handover of high-value, complex or strategic accounts.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Apply strong commercial judgement, balancing pricing, margins, production capacity and long-term customer value.</span></li>\n<li><span style=\"color: rgb(68, 71, 70); font-family: Inter, sans-serif; font-size: 10pt\">Manage key accounts and supporting monthly &amp; quarterly business reviews (QBRs)</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Prepare and share simple, regular sales reporting covering pipeline health, wins, risks and short-term forecast.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">2. Customer Operations &amp; Fulfilment Leadership</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">The post-holder owns the end-to-end customer order journey, from confirmation through to delivery, across all sales channels.</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Oversee customer operations across e-commerce, corporate, wholesale, weddings and events orders.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Line-manage the Customer Service team, packers and weekend customer service cover, providing clear direction and accountability - as well as the delivery driver(s).</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Set and uphold standards for customer communication, response times, tone, accuracy and professionalism.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Ensure orders are accurately processed, invoiced, packed, labelled and dispatched in line with agreed timelines.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Act as the point of accountability when issues arise, resolving problems quickly, calmly and professionally.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Coordinate closely with Production, Fulfilment and Delivery partners to manage capacity, cut-offs and operational constraints.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Ensure CRM, order platforms (e.g. Shopify, Wherefour) and tracking systems are accurate, up to date and consistently used.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">3. Systems, Process &amp; Continuous Improvement</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Design, implement and improve systems that support scale, efficiency and repeat sales.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Identify operational bottlenecks that restrict sales growth and take ownership of resolving them.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Ensure clear, consistent handovers between Sales, Production and Fulfilment teams.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Build simple, robust processes that enable the Customer Service team to perform confidently and consistently.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">4. Leadership, Standards &amp; Culture</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Lead with clarity, authority and care, setting expectations and following through.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Create a calm, organised and accountable working environment within Customer Service and Fulfilment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Support and develop direct reports through regular check-ins, clear feedback and practical coaching.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Act as a role model for Luminary’s values, professionalism and commitment to social impact.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Skills &amp; Experience Required</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Essential</span></p>\n<ul>\n<li><span style=\"color: rgb(68, 71, 70); font-family: Inter, sans-serif; font-size: 10pt\">4+ years in sales operations, business development, or a similar commercial role.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Proven experience in B2B sales, ideally within food, hospitality, retail or FMCG.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Demonstrable ability to generate sales through outbound activity and close deals.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience managing or leading a small team.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Strong organisational skills with the ability to manage competing priorities.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Commercial awareness, including pricing, margins and capacity considerations.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Confident communicator, comfortable engaging with customers, suppliers and internal teams.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Desirable</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience working in a bakery, food production or e-commerce environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Familiarity with CRM and order management systems (e.g. Shopify, Wherefour, Airtable or equivalents).</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience working in a mission-led or values-driven organisation.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Personal Attributes</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Commercially driven and comfortable working to KPIs</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Proactive, resilient and solutions-focused</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Calm under pressure and confident making decisions</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Highly organised, structured and detail-oriented</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Values-led and aligned with Luminary’s social mission</span><br></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">Perks:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Free barista coffee when working on-site at the Stoke Newington cafe</span></li>\n<li><span style=\"font-size: 10pt\">50% discount off all Luminary food and drink when working on-site at Stoke Newington cafe</span></li>\n<li><span style=\"font-size: 10pt\">20% discount off Luminary online purchases </span></li>\n<li><span style=\"font-size: 10pt\">Regular opportunities for training and professional development</span><br></li>\n<li><span style=\"font-size: 10pt\">Opportunities to be involved in press coverage of Luminary</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-style: italic\">Luminary Bakery is committed to equity, diversity and inclusion and encourages applications from candidates of all backgrounds.</span></p>",
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