Customer Sales Manager

Lead the delivery of occupancy, leasing and revenue targets for the residence.

Develop and execute local sales strategies to achieve budgeted occupancy levels.

Own the customer journey from enquiry through to booking, ensuring a market-leading conversion experience.

Monitor enquiry pipelines and ensure prompt follow-up of all sales opportunities.

Conduct in-person and virtual property tours, converting prospects into residents.

Drive annual re0booking campaigns to maximise resident retention.

Identify opportunities to increase revenue through room upgrades and ancillary services.

Support the Residence Manager in achieving NOI and GOI targets.

Monitor local market conditions, competitor activity and pricing strategies to maximise performance.

Provide recommendations on local initiatives to drive leasing performance.

Take ownership of the residence arrears process and debt management strategy.

Monitor student accounts to ensure payments are received in accordance with tenancy agreements.

Proactively contact residents regarding overdue payments and outstanding balances.

Negotiate and manage payment plans where appropriate.

Work closely with guarantors and sponsors to assist with account resolution.

Produce weekly arrears reports and collection action plans.

Support legal and escalation processes relating to unpaid accounts.

Work collaboratively with the Finance team to minimise bad debt exposure.

Ensure compliance with company policies and procedures regarding payment collection.

Deliver debt reduction targets and support overall cash collection objectives.

Build strong relationships with local universities, colleges and student support services.

Develop relationships with university accommodation teams to generate referrals and future bookings.

Attend housing fairs, university events, open days and student-facing activities.

Build and maintain relationships with education agents and referral partners.

Identify opportunities to attract new customer segments and increase market share.

Act as a key ambassador for Yugo within the local student community.

Work with central Sales and Marketing teams to deliver local campaigns and initiatives.

Ensure prospective and current residents receive an exceptional customer experience.

Monitor customer feedback and identify opportunities for continuous improvement.

Support effective complaint resolution relating to sales, bookings and student accounts.

Lead customer retention initiatives to maximise renewals and referrals.

Work collaboratively with operational teams to improve student satisfaction and retention.

Champion the Yugo brand values and customer experience standards.

Support the delivery of YugoEco, YuGrow and YuPro initiatives within the residence.

Maintain accurate records within CRM and operating systems.

Produce weekly and monthly sales performance reports.

Analyse occupancy trends, conversion rates and booking activity.

Forecast occupancy performance and identify risks and opportunities.

Track marketing and sales campaign effectiveness.

Provide regular updates and recommendations to the Residence Manager.

Ensure reporting deadlines are consistently achieved and data integrity maintained.

Act as a member of the residence leadership team alongside the Residence Manager and Assistant Residence Manager.

Collaborate with operational teams to ensure a seamless resident experience.

Support the delivery of site objectives and strategic priorities.

Participate in leadership meetings, planning sessions and business reviews.

Support key initiatives from Sales, Marketing, Finance, Data & Analytics, Systems and Operations teams.

Provide holiday and operational support where required.

Key Performance Indicators

· Occupancy Target (%)

· NOI Performance

· GOI Performance

· Booking Conversion Rate

· Re-booking Rate

· Arrears Target

· Debt Reduction Performance

· Payment Plan Compliance

· Bad Debt Performance

· Customer Satisfaction Scores

· Referral Bookings

· Resident Retention

· Online Review Scores

· University Referral Volumes

· Partnership Activity

· Agent Bookings

· New Business Opportunities Generated

Able to identify opportunities to drive occupancy, revenue growth and customer retention through proactive sales activity.

Develops strong working relationships with students, universities, agents, partners and colleagues.

Passionate about delivering exceptional customer experiences and resolving issues effectively.

Comfortable analysing sales data, forecasts, occupancy trends and arrears performance to make informed decisions.

Able to manage multiple priorities, deadlines and performance targets in a fast-paced environment.

Minimum 3 years' experience in a sales, leasing, customer account management or revenue-focused role.

Proven track record of achieving occupancy, sales or revenue targets.

Experience managing customer accounts, payment plans or arrears processes.

Strong customer service and relationship management skills.

Experience using CRM systems and reporting tools.

Excellent negotiation and influencing skills.

Ability to analyse performance data and create actionable plans.

Resilience, adaptability and strong commercial awareness.

Experience within PBSA, hospitality, residential leasing or accommodation sectors.

Previous experience working with universities, education providers or student-focused services.

Knowledge of tenancy agreements, student accommodation operations and debt management processes.

Experience managing local partnerships and referral networks.

Financial awareness and understanding of budget performance.

The Yugo team is a force for good, our mission is to harness this passion to deliver an extraordinary living experience that supports the transition to and from student life.