Position Overview:

The Sales Follow-Up Officer plays a key role in driving revenue growth by ensuring consistent, high-quality follow-up on sales opportunities and customer interactions. This position combines hands-on follow-up activity with strategic oversight of sales pipelines, CRM accuracy, and process improvement. The Officer works closely with the Sales and Business Development teams to enhance conversion rates, strengthen customer relationships, and identify new opportunities for business growth.

Key Responsibilities:

Lead the follow-up process for all key quotes, tenders, and proposals to maximise conversion rates.

Maintain proactive and professional communication with customers to nurture relationships and secure repeat business.

Analyse sales data and follow-up activity to identify trends, performance gaps, and areas for improvement.

Coordinate with Sales, Production, and Operations teams to ensure customers receive accurate updates on lead times, order progress, and delivery.

Mentor and support junior sales and customer service staff in follow-up best practices.

Ensure CRM data integrity and reporting accuracy, maintaining up-to-date records of all interactions and outcomes with .

Collaborate with Marketing to follow up on campaign-generated leads and measure results.

Provide regular reports to management on pipeline health, conversion metrics, and customer feedback.

Develop and implement standardised follow-up procedures and templates for the sales team.

Represent the company professionally in all customer communications and act as a key point of escalation for follow-up or service issues.

Skills and Experience:

Minimum 5 years’ experience in sales, account management, or sales support (B2B preferred).

Demonstrated ability to manage complex follow-up pipelines and high-value clients.

Strong commercial awareness and understanding of sales cycles.

Advanced communication, negotiation, and relationship management skills.

High level of accuracy, organisation, and attention to detail.

Proficiency in HubSpot, NetSuite and Microsoft Office Suite.

Proven record of improving sales conversion or customer retention metrics.

Leadership experience or mentoring background highly regarded.

Key Performance Indicators (KPIs):

Quote-to-order conversion rate improvement.

Customer retention and satisfaction scores.

Timeliness and quality of follow-up activities.

Accuracy of CRM reporting and data management.

Contribution to sales process improvements and team capability.

Personal Attributes:

Strategic, proactive, and commercially minded.

Confident communicator with strong influencing skills.

Self-motivated and results driven.

Professional, reliable, and customer-focused.

Able to work collaboratively across departments.