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Operations Manager (Sales)

Home Made

London

On-site

GBP 50,000 - 90,000

Full time

5 days ago

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Job summary

Home Made is seeking an Operations Manager (Sales) to lead their dynamic Bookings and Operations team in London. This critical role involves managing customer enquiry processes, team performance, and implementing operational efficiencies, ultimately shaping the customer journey. Ideal candidates will have a background in customer operations, strong leadership skills, and a passion for enhancing customer experiences in the developing PropTech sector.

Benefits

Collaborative team culture

Opportunities for professional growth

Qualifications

Proven experience in customer operations and logistics.
Strong track record in people management.

Responsibilities

Lead and manage the Enquiries and Operations team.
Oversee customer enquiry lifecycle for efficiency.
Analyze operational data to drive performance improvements.

Skills

Data Analysis

Performance Management

CRM Systems

Process Improvement

Education

Experience in customer operations or logistics

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About Us

Home Made is on a mission to revolutionise the rental experience. As a fast-growing PropTech startup, we're redesigning how people rent and let homes, combining customer obsession with smart technology to deliver a better, fairer, and more efficient process for everyone involved.

Job Title: Operations Manager (Sales)

Location: London (1 day WFH per week)

Salary: (Depending on Experience)

Industry: PropTech

About Us

Home Made is on a mission to revolutionise the rental experience. As a fast-growing PropTech startup, we're redesigning how people rent and let homes, combining customer obsession with smart technology to deliver a better, fairer, and more efficient process for everyone involved.

We’re looking for a dynamic, impact-driven Sales Operations Manager to lead our high-performing Bookings and Operations team. This is a critical role that sits at the heart of our business, overseeing the processes that shape the customer journey, from initial enquiry to scheduled viewings, through to sales agent coordination and performance.

What You’ll Be Doing

Team Leadership & Performance Management

Lead and manage the Enquiries and Operations team, driving a culture of excellence, accountability, and continuous improvement.
Set and monitor team KPIs, ensuring alignment with company goals and a relentless focus on outcomes and customer satisfaction.

Sales Operational Oversight

Oversee the customer enquiry lifecycle, ensuring efficient and customer-centric handling of all booking requests.
Manage and optimise the logistics of sales agent routing and scheduling to ensure operational efficiency and responsiveness.

Process Improvement & Innovation

Identify, design, and implement process improvements to streamline operations and scale effectively.
Collaborate with product and tech teams to ensure CRM and internal tools enhance both operational workflows and the customer journey.

Data & Insights

Analyse operational data and customer metrics to inform decisions and drive performance improvements.
Build and maintain dashboards that track key metrics and share insights with leadership.

Cross-functional Collaboration

Act as the bridge between operations, tech, and customer experience—ensuring our tools, processes, and people are aligned to deliver an exceptional end-to-end customer journey.
Champion the customer in internal discussions, helping guide how our products evolve to better meet user needs.

What We’re Looking For

Proven experience in customer operations, logistics, or process management—ideally in a fast-paced, high-volume or tech-driven environment.
A strong track record in people management with the ability to inspire and lead high-performing teams.
Experience working with CRM systems and partnering with product/tech teams to enhance internal tooling and customer experience.
Highly analytical and comfortable using data to drive decisions and optimise performance.
Strong process thinking—able to spot inefficiencies, design better workflows, and implement change at speed.
Comfortable in ambiguity and excited to roll up your sleeves to solve problems and build from the ground up.
Passionate about creating impact and improving the way things work for customers and internal teams alike.

Why Join Home Made?

Be part of a mission-driven startup redefining an outdated industry.
Work with a passionate team where your input will shape the future of the company.
Opportunity to grow and evolve with the business in a high-impact role.
Collaborative, transparent culture that values ownership and innovation.

Ready to get stuck in?

We’d love to hear from people who thrive in sales based, operational environments, love fixing broken systems, and are motivated by real-world impact. If you’re looking to make your mark in a growing startup, Home Made is the place for you.

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Management and Manufacturing

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