Sales Operations Manager

Creative Personnel; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A fast-growing digital agency in London is seeking a Sales Operations Manager to lead and scale their chat team. In this pivotal role, you'll drive growth, maintain a healthy performance ratio, and ensure effective communication across teams. The ideal candidate has extensive team leadership experience and a strong understanding of data-driven decision-making. The agency offers a competitive benefits package including gym membership and WFH flexibility.

Benefits

28 days paid leave

Gym membership with spa and sauna

Regular team events and trips

WFH flexibility

Personal development budget

Pension scheme

All necessary hardware and software provided

Qualifications

• Proven experience in team leadership and management.
• Strong understanding of data analytics for operational decisions.
• Excellent written and verbal communication skills required.

Responsibilities

• Lead and manage a high-performing chat team.
• Drive growth through effective operational strategy and planning.
• Deliver actionable reporting to the CEO.
• Foster a culture of high morale and accountability.
• Own the recruitment process and write job descriptions.

Skills

Team leadership and management

Data and analytics for decision-making

Troubleshooting and solving performance challenges

Forecasting and planning

Excellent communication skills

Organisational skills

Writing effective SOPs

Recruitment and job spec creation

Job description

Sales Operations Manager - Surrey / Hybrid

A fast-growing digital agency with teams in the UK and US is seeking a Sales Operations Manager to lead and scale a high-performing chat team. This is a pivotal leadership role focused on driving growth, operational excellence, and team culture.

The successful candidate will report directly to the CEO and play a key role in managing performance, maintaining a healthy Cost-to-Revenue (CTR) ratio, and ensuring smooth communication across teams. This is a hands-on role for someone who thrives in fast-paced, high-stakes environments and is ready to take ownership of both strategy and execution.

Key Responsibilities

Leadership & Team Management

• Provide clear direction and accountability across the team
• Conduct one-on-one meetings, manage progression, and handle disciplinary matters

Operational Strategy & Performance

• Drive sustainable growth through effective planning and forecasting
• Maintain a CTR ratio of <20%

Data & Reporting

• Deliver timely, actionable reporting and analysis to the CEO
• Use data to inform strategy and troubleshoot performance issues

Process & Systems

• Write and refine SOPs to improve efficiency and consistency
• Optimise new and existing systems

Communication & Morale

• Foster a culture of accountability and high morale
• Ensure transparent communication across teams and leadership

Recruitment

• Own the hiring process, including writing job descriptions for new team members

Skills & Experience

• Proven experience in team leadership and management (agency/startup preferred)
• Strong understanding of data and analytics for operational decision-making
• Confident in troubleshooting and solving performance challenges
• Experience with forecasting, planning, and budget management
• Excellent written and verbal communication skills
• Highly organised and capable of managing multiple priorities
• Demonstrated ability to write effective SOPs
• Experience with recruitment and job spec creation is a plus

Benefits

• 28 days paid leave (including public holidays)
• Gym membership with spa and sauna
• Regular team events and trips
• WFH flexibility and personal development budget
• Pension scheme
• All necessary hardware and software provided