Deputy Manager – Sales & Customer Experience, Weston-Super-Mare, Somerset

Deputy Manager – Sales & Customer Experience

Reports to: Customer Success Manager

Location: Family Adventures Group Head Office, Weston-super-Mare

Salary: £31,782.40 per annum + industry-leading benefits package

Hours: Full-time, 40 hours per week

About Us

At Family Adventures Group, our purpose is Empowering the Generations of Tomorrow. We're a purpose-led, values-driven organisation. We always aim to do the right thing, and that means putting our teams, children and families first. Our ARCH values (Accountable, Reliable, Caring and Honest) shape how we work, how we make decisions and how we treat each other.

We run 15 nurseries across Somerset, the Midlands and South Wales, alongside our family leisure venues, with exciting growth coming soon. Every day, we help hundreds of families find the right childcare and give their children the best possible start in life.

We're proud to be recognised as:

• Sunday Times Best Places to Work (Large UK Company 2025/2026)

• Great Place to Work® Top 100 Large UK Company (2025/26)

• Top 20 UK Large Nursery Group (2025/26)

• UK Top 100 Best Workplace for Women, for Development and in Education (2025/26)

These awards are based on feedback directly from our teams and families, and we never take that for granted.

We're a fast-paced and ambitious company, with exciting plans for the future. As we grow, so do the opportunities for our people. We invest in training, development and progression, and make sure great work is noticed and celebrated.

Why this role is exciting

Our Customer Success Team is often the first conversation a family has with us. It builds the first impression and the foundations for a great parent partnership. You'll help parents find the right nursery for their child, and you'll use data to make that journey better for every family who follows. It's a rare mix of people and numbers, with a direct impact on how our nurseries fill and grow.

You'll work at Head Office, close to the senior leadership team, so your ideas and results will be seen. This role is available due to internal promotion and it is an exciting opportunity for someone who enjoys working in a collaborative, fast-paced, dynamic role who is ambitious and loves working with customers to provide them with the best experience possible.

Role Overview & Key Responsibilities

This is a hands-on role combining parent experience with CRM analysis and team management. You will use CRM (HubSpot) data to understand pipeline performance, identify trends and opportunities, and turn insight into actions that improve conversion and retention.

• Use our CRM system (HubSpot) to actively manage and analyse the enquiry pipeline, including prioritisation of workload for the team based on volumes.

• Monitor key measures including enquiry levels by site, contact rates, show-around conversions, registrations and drop-off rates.

• Use dashboards and reports to identify trends, pipeline leakage, opportunities and underperformance.

• Analyse performance by nursery, enquiry source, pipeline stage and team member.

• Translate data into clear actions to improve conversion and occupancy.

• Maintain high standards of CRM accuracy and data hygiene to ensure consistent and accurate use across the team.

• Provide clear performance reporting, KPI levels and insight to the Customer Success Manager.

• Handle inbound and outbound parent enquiries, supporting parents and converting interest into show-arounds and registrations.

• Build rapport quickly, understand what each family needs, address concerns and build trust through excellent, customer-centric service.

• Take ownership of follow-up activity, ensuring enquiries are actively progressed and team KPIs are met.

• Support the day-to-day running and performance of the enquiries team.

• Coach colleagues on call quality, follow-up and conversion to improve overall customer experience levels.

• Help improve our processes, reporting and overall family experience.

What You’ll Bring

• Experience in converting enquiries, leads, bookings or sales, and confident in working towards targets and conversion rates

• Confidence using a CRM, with the analytical skills to turn data, dashboards and reports into practical action

• A warm, confident telephone manner, with the ability to handle difficult conversations and get the best outcome for families

• A commercial mindset that keeps the customer at the heart of every decision

• Confidence giving feedback and managing performance of individual team members

• Excellent organisation, attention to detail, and a real sense of ownership for results

• Experience using HubSpot or a similar enquiry platform, or creating CRM reports and dashboards

• Experience supervising, coaching or managing others

• A background in customer service, early years, education, leisure, care, a contact centre or another customer-focused environment.

Who We’re Looking For

What We Offer

• Holiday that grows with you: 25 days plus 8 bank holidays, rising by an extra day for each completed year of service up to 5 additional days, plus your birthday off

• Childcare and family: heavily discounted childcare at our nurseries, emergency childcare cover, and free holiday club places for children aged 5–10

• Enhanced family leave: 12 weeks' maternity or adoption leave at full pay, and 2 weeks' paternity leave at full pay

• Sick pay: Post probation enhanced sick pay

• Spark wellbeing platform: 24/7 support for you and your family, virtual GP, physiotherapy and children's mental health support

• Financial wellbeing: Stream earned-pay app, gym discounts of up to 25%, and lifestyle savings

• Salary sacrifice: electric car scheme and Cycle to Work

• Recognition: Adventurous Applause points, our annual Generations of Tomorrow Awards, and a £500 refer-a-friend bonus

• Development & Training: Investment in supporting you with your individual development via our different training programmes and platforms

• Social Events: summer and winter social events, plus team celebrations and team nights out

Benefits are subject to eligibility and scheme rules.

How to Apply

Apply through our Teamtailor careers site and we’ll be in touch. We welcome applications from everyone, and we're happy to make adjustments at any stage. Just let us know what would help.

Safeguarding

Family Adventures Group is committed to safeguarding and promoting the welfare of children and young people. All colleagues are expected to share this commitment. Appointment is subject to our safer recruitment procedures, including identity and Right to Work checks, satisfactory references, an Enhanced DBS check and a relevant barred list check where required, and any other suitability checks applicable to the role.

You must also have the ability to get to and from Weston-super-Mare each day and would suit someone based within the local surrounding areas including Bristol, Somerset, Worle, Burnham-on-Sea, Bridgwater, Taunton, Portishead, Clevedon or within a commutable distance.