Customer Engagement Manager - OTE £35,000 - £50,000 per Annum

We are Mantra Learning, the UK's leading Logistics learning and development organisation. We are an Ofsted grade 2 independent training provider who have specialised in providing training within the sector for over 56 years. The Manchester site is well established as the largest specialist logistics training facility in the UK.

We work with some of the biggest brands in the country, including Aldi, Wincanton and AO, delivering approximately 400 Apprenticeships, over 2500 Large Goods Vehicle licences and 1,100 Forklift Truck licences each year. The organisation is dedicated to deliver interventions that develop the 'Skills, Knowledge and Behaviours to enable learners to thrive in life and work'.

This is a full-time role (37.5 hours per week) based in Middleton.

Your duties will include but will not be limited to:

Manage all inbound enquiries with a customer-first approach, ensuring individuals receive accurate, timely, and meaningful communications. 
Manage outbound telesales, and social media activities aligned with marketing campaigns, to procure potential customers and supporting engagement across new and existing opportunities.
Manage enquiry-to-enrolment conversion rates and implement strategies to maximise team performance.
Identify and act upon opportunities to cross-sell and up-sell the Mantra Group's full range of training solutions and services during both inbound and outbound interactions. 
Develop effective scripts and consultative approaches to enhance revenue opportunities and customer engagement. 
Ensure all prospects receive outstanding Information, Advice, and Guidance (IAG) to support informed decision-making. 
Manage IAG attendance across all Mantra products and services, engaging closely with the Job Gym IAG team. 
Lead initiatives to improve IAG-to-enrolment conversion rates, with a focus on quality, compliance, and learner needs.
Manage and enhance the CRM system (currently eBookit), ensuring that all customer and lead information is accurate, up-to-date, and fully utilised for reporting, workflow automation, and service improvements. 
Collaborate with marketing and operations teams to ensure CRM insights inform campaign effectiveness and improvements to the customer journey. 
Lead, motivate, and develop the Customer Engagement Team, setting clear KPIs and objectives aligned with organisational goals.  
Act as the key liaison between the Customer Engagement Team and IT support to ensure systems fully support operational efficiency and service quality. 
Produce and analyse reports on enquiry volumes, outbound engagement activities, conversion rates, team performance, and customer experience outcomes. 
Utilise data insights to recommend and implement continuous process improvements. 

Mantra Learning Ltd is an equal opportunity employer and we welcome applications regardless of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex and sexual orientation.

This organisation is committed to safeguarding and promotes the welfare of all learners and expects all staff to share this commitment. We also prioritise the safeguarding and welfare of all staff.

The successful applicant will be required to agree to all necessary checks such as providing sufficient employment references and providing proof of the right to work in the UK. A Disclosure and Barring Service check will be carried out for all successful applicants