Access Self Storage
Head of Revenue and Customer Excellence
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Head of Revenue and Customer Excellence
Reports to: Ownership
Location: Central London
Salary: Competitive plus benefits
Job Purpose:
As the Head of Revenue and Customer Excellence, you will be responsible in leading the commercial strategy, customer acquisition, and customer service experience initiatives for the Company, drive revenue growth, market presence, and excellence in sales and service.
MAIN DUTIES AND RESPONSIBILITIES
Sales & Revenue Growth
- Develop and execute competitive sales strategies to maximise occupancy and revenue per square foot.
- Identify new business opportunities and partnerships to drive lead generation.
- Monitor competitor activity and adjust strategies to maintain market competitiveness.
- Oversee the review and implementation of the company’s sales enquiry processes, systems, and training, ensuring they effectively support and deliver the Company’s revenue goals.
Customer Service Excellence
- Review the existing end-to-end customer journey alongside GM of Operations that deliver a seamless customer journey from enquiry to move-in.
- Drive improvements in customer satisfaction, retention, and Net Promoter Score (NPS).
- Manage escalation processes and ensure timely resolution of customer issues.
Leadership & Team Development
- Build and lead high-performing sales and customer service teams across multiple sites.
- Drive performance and growth within the Call Centre and Business Development teams, guaranteeing achievement of revenue objectives and delivery of exceptional customer experiences.
- Coordinate with the L&D team to implement targeted training initiatives that strengthen capability and performance across store and sales/customer service teams.
- Foster a culture of accountability, diversity, and inclusion.
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Compliance & Reporting
- Prepare monthly and quarterly reports on occupancy, revenue, and customer journey KPIs.
- Collaborate with operations and marketing to align commercial objectives.
PRE-REQUISITES FOR CANDIDATES
- Bachelor’s degree in Business, Sales, Marketing, or a related discipline (MBA preferred)
- Professional certifications in Sales Leadership or Customer Experience Management are advantageous.
- Strong working knowledge in senior sales leadership roles, ideally within self-storage, alternatively in industries that are occupancy driven, and/or that have low market awareness.
- Proven track record of driving revenue growth, alongside strong conversion rates and high customer satisfaction.
- Experience managing multi-site operations is essential.
- Familiarity with UK self-storage market trends, pricing strategies, and competitor landscape will be beneficial.
- Proficiency in CRM systems, data analytics, and digital tools for sales and service.
- Understanding of UK compliance requirements (GDPR, consumer protection, health & safety).
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CORE COMPETENCIES
- Strategic Leadership: Ability to set vision and translate into actionable plans.
- Commercial Acumen: Strong negotiation and revenue optimisation skills.
- Customer-Centric Approach: Commitment to delivering exceptional service experiences.
- Analytical Skills: Data-driven decision-making and performance monitoring.
- Change Management: Capability to lead transformation not only in processes but also in culture.
CORE BEHAVIOURS
- Results-Driven: Focused on achieving and exceeding targets.
- Collaborative: Builds strong relationships across teams and functions.
- Adaptable: Thrives in a fast-paced, competitive environment.
- Resilient: Maintains composure and effectiveness under pressure.
- Innovative: Embraces new ideas and technologies to enhance performance
We are an equal opportunities employer and value diversity in our workforce. We welcome applications from all qualified individuals and are committed to creating an inclusive environment where everyone can thrive. If you require reasonable adjustments during the recruitment process, please let us know.
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