Sales Operations Manager in Glasgow

The role of Sales Operations Manager will be responsible for driving a step change in the customer experience. This will include leadership of the telesales and customer support team as well as implementing and embedding processes, reporting mechanisms and training materials to ensure the sales processes and data analysis and reporting are efficient, accurate and timely.

Your responsibilities

• Leadership and development of the telesales and customer support team and dotted line direction of the Business Development Managers and Planning and Logistics Manager to include recruitment, onboarding, performance management and personal development.
• Define quarterly objectives and drive the team to hit key milestones to increase acquisition and conversion.
• Provide training on processes and ensure quality of interaction with internal teams and external customers and suppliers as appropriate.
• Telesales and customer support (all sectors) activities to include lead generation (direct via outbound email / calls), lead qualification (via inbound queries), CRM administration (including customer account set up and maintenance, initial customer contact in all customer journeys, managing entry level customer sales including provision of digital product demonstrations, customer visits and customer follow up), sales support to marketing on campaign delivery and digital reviews.
• Business Development activities to include office and field-based pursuing of the more complex customer journeys, CRM administration (customer data maintenance), sales operation support to marketing on campaign design and focus, the provision of high-quality implementation briefs to Operations.
• Working with all teams across the business, implement and embed a repeatable sales process assisted by software, utilising defined customer journeys that result in maximising customer conversion from enquiry to sale.
• Deliver robust and repeatable business reporting into Commercial.
• Provide training and documentation across the Commercial and wider organisation as appropriate.
• Measure sales performance against Glebe Farm plan of record against unit volume, revenue and margin contribution.
• Provide recommendations based on tactical focus and objectives, forecast or performance metrics.
• Manage customer complaints from the Commercial Team perspective.
• Provide guidance and training as required to ensure all teams always adhere to the Glebe Farm customer care principles.
• Create robust and regular reporting on complaints to include trends, actions / mitigations and learnings.
• Act as main point of contact for customer complaints and issue resolution.
• Liaise with internal departments as appropriate to resolve specific issues and address opportunities for continuous improvement.
• Develop exceptional working relationships with Operations and Technical Teams to ensure customer satisfaction and revenue / profitability growth.
• Proactively work with Operations and Technical Teams to identify and address issues and opportunities to improve customer satisfaction and revenue / profitability growth.
• Act as main point of contact for NPD team on potential new products and customer requirements.
• Work with Finance, HR, and Sales and Commercial Director to develop sales incentive programmes to increase sales profitability and ensure quality service provision.
• Implement sales incentive programmes and monitor performance of individuals and teams as appropriate.
• Any other duties as required from time to time.

Skills and experience

This role requires the following technical skills and experience: Our ideal candidate is someone who has experience of sales operations processes, people leadership and development and optimising processes for quality and consistency. Key personal attributes include:

• Authentic leadership style, able to inspire and motivate others.
• Ability to understand high-level sales strategies, translate them into system and process requirements, and ensure local execution and business impact.
• Excellent communication skills and organisational and time management skills with the ability to multi-task.
• Able to influence across different levels of internal and external organisation.
• Customer focused - polite, responsive and persistent.
• Highly motivated - enthusiastic, ambitious, confident and able to take own initiative.
• Excellent PC skills including MS Office.

Glebe Farm Foods Ltd. is an equal opportunities employer. We welcome and encourage candidates from all backgrounds and walks of life to apply. If you would like to discuss any accessibility requirements for the recruitment process or the role, please email us and we will be happy to discuss.