Sales Operations Manager

TN United Kingdom; Andover; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Sales Operations Manager, where you'll oversee support teams to enhance customer service for corporate clients. This role is vital in optimizing efficiency through automation and process improvements, ensuring that clients receive exceptional service. You'll lead a team, implement innovative solutions like AI-powered chatbots, and develop performance metrics to drive continuous improvement. If you are passionate about leveraging technology to enhance customer experiences and have a strong background in leadership and operations, this is the opportunity for you.

Qualifications

• Proven experience in sales operations or related field.
• Strong understanding of the employee benefits industry.

Responsibilities

• Lead support teams to deliver exceptional service to corporate clients.
• Identify automation opportunities to streamline support processes.
• Develop dashboards to track performance metrics.

Skills

Leadership Skills

Process Improvement

Customer Service

Automation

CRM Management

Data Analysis

Education

Bachelor's Degree in Business or related field

Relevant Certifications

Tools

CRM Software

Data Analytics Tools

AI-powered Chatbots

Job description

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As a Sales Operations Manager, you will play a critical role overseeing the operations of support teams to provide excellent customer service to our corporate clients and intermediaries. The role requires strong leadership skills, a deep understanding of the employee benefits industry, and the ability to identify and implement process improvements through automation. This position is key in optimizing the efficiency of the support team and enhancing the overall customer experience by leveraging technology.

Key responsibilities:

1. Team Management:
   • Lead support teams to ensure consistent delivery of exceptional service to corporate clients and intermediaries.
   • Set clear goals and KPIs, monitor performance, and ensure objectives are met.
   • Foster a culture of continuous learning through training, development, and mentoring.
   • Ensure meeting and exceeding SLAs, driving efficiency and customer satisfaction.
   • Manage complex or escalated customer issues directly, ensuring timely resolutions.
   • Balance automation with personalized service to champion an outstanding client experience.
2. Automation Identification and Implementation:
   • Identify opportunities for automation to streamline support processes.
   • Collaborate with the sales optimization team to implement AI-powered chatbots, automated workflows, and self-service portals.
   • Monitor and optimize automated processes based on performance data.
3. Reporting and CRM Management:
   • Develop dashboards to track performance metrics such as team performance and customer satisfaction.
   • Maintain accurate CRM records to support client management.
   • Use analytics to identify trends, bottlenecks, and opportunities for improvement.
4. Collaboration and Stakeholder Engagement:
   • Build relationships with cross-functional teams to drive automation and improve the customer journey.
   • Act as a trusted advisor to clients and intermediaries, understanding their needs.
   • Ensure data security and compliance with industry regulations and company policies.