Head of Chat – Conversational Sales

About the role

GRS Recruitment is looking for a Head of Chat to lead a high-performing conversational sales operation in a fast-growing, founder-led creator economy business. This is not customer support: chat is the sales floor. You will own everything from the first message onwards, building the people, playbooks, psychology and AI that turn conversations into engagement, conversion and revenue. The business operates in the legal 18+ creator content space.

Key responsibilities

• Turn conversations into revenue and increase conversion, repeat spend and customer lifetime value
• Build chat scripts, playbooks and conversation flows, and test messaging, personas, offers and sales triggers
• Lead and develop chat teams across multiple time zones, set quality standards and performance KPIs
• Analyse conversations to find improvement opportunities and review and optimise AI-generated conversations
• Train AI using successful human interactions and build a scalable human + AI conversational sales operation

Required profile

• Experience leading chat sales, conversion or monetisation teams
• Proven success against revenue and conversion targets
• Experience building scripts, playbooks and sales frameworks
• Experience managing teams across multiple shifts or locations
• Knowledge of the creator economy, subscription platforms or online communities; OFM experience is highly advantageous
• Exposure to AI-powered chat, automation or conversational AI is an advantage

The role suits someone who loves testing, optimising and finding new ways to increase conversion. Salary is competitive and depends on experience, skills and suitability. To apply, send your CV to the recruiter named in the advert.