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.

Through our two key brands, The Job Gym and The National Logistics Academy we help thousands of individuals each year to gain new skills. This enables our learners to obtain employment within the logistics sector and drives the long-term growth of the industry.

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’.

The Role

The Customer Engagement Manager will play a pivotal role in welcoming, advising and guiding individuals into learning pathways that create lasting, positive impacts. This role is responsible for ensuring every enquiry is met with curiosity and a strong commitment to helping learners and employers succeed. This role leads the management of all inbound and outbound enquiries, ensuring a seamless customer journey from initial enquiry through to enrolment, while also leading a targeted outbound approach to activities that complement wider marketing strategies.  

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. 

• Champion a professional and inspiring experience for prospective customers (learners and employers), from initial enquiry through to enrolment. 

• 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. 
• Provide regular coaching, feedback, and performance reviews to drive high standards and continuous improvement. 
• Manage workload distribution and resource planning to ensure consistent coverage and responsiveness across inbound and outbound activities. 
• Ensure healthy competition exists to drive team and business performance.
• Manage and maintain the call management software (currently Clobba) used for monitoring and tracking communications via Microsoft Teams calling. 
• 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. 

Education & Knowledge

• Proven track record in inbound sales, customer experience, or learner engagement management, ideally within a training, education, or funded provision environment. 
• Strong understanding of Information, Advice, and Guidance (IAG) principles and best practices. 
• Experience managing CRM systems and learner or customer management platforms (e.g., Hubspot, Salesforce, Dante). 
• Experience supporting or leading targeted outbound telesales activities as part of broader marketing strategies. 

Experience

• Minimum of three years' experience in a customer experience, learner engagement, or sales management role. 
• Proven leadership experience, managing and motivating teams to meet and exceed targets. 
• Track record of improving customer journey and conversion rates, using a data-driven approach. 
• Experience of handling both inbound and outbound engagement activities within a structured sales framework. 
• Operational experience using CRM systems for lead management, workflow automation, and reporting. 

Benefits

• 23 days holidays plus bank holidays
• Free eyecare vouchers
• Subsidised team social events – including summer and Christmas parties
• Training package available for teaching qualifications
• Free parking
• Pension scheme
• Discretionary profit related bonus scheme
• Health & wellbeing initiatives
• Net zero initiatives
• Access to affordable health care plan
• 247 Employee assistant programme
• Subsidised team social events

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.

 If this is the role you’re looking for please apply today!