Pipeline, conversion and data discipline

• Own pipeline health end to end.
• Same-day follow-up above 95% in office hours, no lead left to age, and allocation logic that puts the right lead in front of the right agent.
• Work with marketing on lead quality rather than complaining about it.
• Enforce CRM and call-tracking discipline inside the team so that our attribution is trustworthy, because we cannot invest behind channels we cannot measure.

Quality, compliance and customer outcomes

• Every sale must be one we would be happy to defend to the family, the regulator and the board.
• Own quality assurance for the team within Financial Conduct Authority requirements and Consumer Duty, with particular rigour on identifying and protecting vulnerable customers.
• Treat complaint rate, Trustpilot rating and net promoter score as your metrics as much as the care team's, because most of a family's first impression of Aura is formed on your team's calls.

Building and scaling the team

• Recruit, onboard and structure the team as it grows, protecting standards and culture as headcount rises.
• Contribute to the design of a commission structure that drives volume while reinforcing quality and compliance.
• Develop the people who will lead parts of this team after you.

Leadership contribution

• Sit as a senior member of the commercial function.
• Report weekly and monthly with clear commentary on trends, risks and the actions you are taking.
• Bring the view from the front line into strategy discussions, and be willing to argue for it.

What we are looking for

We care far more about how you lead than about the logo on your CV.

Essential

• An outstanding manager of people. You can name individuals whose performance and careers you changed, and explain exactly how you did it. You read people quickly, you have difficult conversations without damaging the relationship, and people do their best work for you.
• A proven record of beating target through others. You have led a team to consistent over-performance. Personal production is not the evidence we are looking for.
• A genuine coach. Structured call listening, precise diagnosis and repeatable coaching methodology are second nature to you. You enjoy the craft of making someone better at selling.
• Data and performance led by instinct. You reach for the numbers before the anecdote. You are comfortable interrogating CRM and dialler data yourself, and are actively using AI and analytics tools to raise team output rather than waiting to be shown how.
• Commercially sharp. You understand the economics behind the activity: cost of acquisition, conversion value, average order value, margin. You can prioritise the intervention that moves money.
• A real regard for the customer. You believe a well-sold plan is a service to a family, and you will not tolerate a sale that is not right for the person buying it. Not because compliance requires it, but because you would not want it done to your own parents.
• Emotionally credible in this subject matter. You can hold conversations about death, dying and grief with warmth and without flinching, and you can build a team that does the same.
• Sound judgement in a regulated environment. Experience of Financial Conduct Authority requirements and Consumer Duty, or the demonstrable rigour to master them quickly.

Desirable

• Experience in funeral plans, the wider death care sector, or protection and insurance products.
• Experience leading a remote or distributed sales team.
• Familiarity with HubSpot, Aircall or comparable dialler and CRM stacks, particularly for pipeline and lead management.
• Track record of introducing AI or automation into a sales operation and getting measurable value from it.

How success will be measured

First 90 days:

• You know every agent's strengths, gaps and motivations.
• A coaching and performance rhythm is running weekly without exception.
• You have a clear, evidenced diagnosis of where conversion is being lost and a plan to fix it.

Ongoing:

• Team revenue and volume against target.
• Conversion rate by funnel stage and by agent.
• Average order value and attended service mix.
• Lead response time and pipeline ageing.
• Quality assurance pass rate.
• Complaint rate below 2%.
• Trustpilot and net promoter score.
• Agent retention and development plan completion.
• Zero compliance breaches.

Process

• Stage one: introductory conversation with the Chief Commercial Officer.
• Stage two: structured interview covering performance management and coaching, including a live coaching exercise on a recorded call.
• Stage three: commercial and data task, presented to the Chief Commercial Officer and Chief Executive.
• Stage four: meet the team.

Who this role is NOT for

In the interests of everyone's time:

• Someone who wants to be the top seller. Your production is the team's production.
• Someone who manages by leaderboard alone. Pressure without coaching is not performance management.
• Someone who treats compliance and quality as a brake on sales. In this market they are the reason we grow.
• Someone who needs a large existing infrastructure around them. We are lean and you will build some of it.

Pay range and compensation package

• £50,000 basic salary, £85,000 on-target earnings, commission uncapped.
• We want to be straight about the on-target figure. This team has a record of hitting its targets, so we regard £85,000 as realistically achievable rather than aspirational, and there is no ceiling above it.
• Strong over-performance should take you comfortably beyond the headline number.
• Alongside this: remote-first working, unlimited holidays and a genuine seat at the table in a business that is going somewhere.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices.