Customer Engagement Manager

Job Details:

Job Reference: HCC622358

Salary Range: £40,643 - £45,077 per annum

Work Location: Calshot Activities Centre, Calshot

Hours per week: 37

Contract Type: Permanent

Closing Date: 19 October 2025

Interview Date: 30 October 2025

An exciting opportunity has arisen for a Customer Engagement Manager to join our Calshot team at Hampshire County Council.

Are you looking for a challenging and diverse role, working as part of a friendly and supportive team, with an opportunity to make a real difference? Calshot Activities Centre is one of the UK’s most diverse outdoor centres, and we are seeking a dynamic individual to lead our customer engagement function.

The Role:

As Customer Engagement Manager, you will lead and manage the customer engagement team at Calshot Activities Centre, overseeing sales, marketing, customer programming, and resource deployment. You will be responsible for generating income through proactive customer engagement, optimising the booking journey, and supporting high-quality programme delivery. You will champion digital systems, deliver excellent customer service, and work collaboratively across teams to ensure customer-facing operations are efficient, responsive, and aligned with strategic and commercial objectives.

What you’ll do:

• Develop and execute data-informed sales strategies to drive bookings, retention, and repeat business.

• Build and maintain strategic relationships with key customer groups and stakeholders.

• Oversee all customer communication channels, ensuring high standards of contact quality.

• Lead the design, scheduling, and delivery of customer-facing programmes, tailored to different groups (schools, families, corporate).

• Oversee staff scheduling and resource deployment to ensure effective coverage and high-quality customer experiences.

• Champion the use of digital systems and CRM tools to support customer engagement and operational efficiency.

• Provide line management, coaching, and support to the customer engagement team.

• Collaborate across Hampshire Outdoor Centres and other HCC services to support shared goals and service development.

What we’re looking for:

• Proven experience in sales, business development, or a commercial environment, with a track record of delivering against income targets.

• Strong leadership and people management skills, including team development and performance management.

• Excellent communication and interpersonal skills, including written, verbal, presentation, and negotiation abilities.

• Proficiency in using digital systems and CRM tools.

• Ability to interpret performance data and produce actionable insights.

• Strong organisational skills with the ability to manage workload independently and meet deadlines.

• Self-motivated, proactive, and able to inspire others.

• A Level grade A-C in English and Maths, or equivalent. Formal qualifications or equivalent in sales, marketing or business administration.

Desirable:

• Experience in the outdoor education or leisure industry.

• Understanding of local government responsibilities and procedures.

• Budget and project management skills.

• Mentoring and coaching abilities.

Why join us?

We are recognised nationally as one of the highest performing local authorities in the UK with a focus on providing quality services and support to the people of Hampshire. We are immensely proud that our teams are so committed to delivering the high standards that our strong reputation is built on. There are many reasons why we are an excellent choice for your next career move. Hampshire is an inspiring place to live and work. In addition to your salary, we offer an excellent benefits package, including:

• Competitive annual leave entitlement

• Employee Support and Wellbeing

• A range of flexible working options

This is a great opportunity to make a real impact on the customer experience at a leading outdoor centre.

Additional Information:

Customer Engagement Candidate Pack

Vetting Requirements:

This role will require an enhanced DBS check.

Contact Details for an Informal Discussion:

David Drew, Head of Service on .

Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Requirement (GOR) applies.

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.