Sales Operations Manager

TN United Kingdom; Reading; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Sales Operations Manager, where you will oversee support teams to enhance customer service for corporate clients. This pivotal role demands strong leadership and a keen understanding of the employee benefits sector. You will identify automation opportunities, implement process improvements, and foster collaboration across teams to optimize efficiency. With a focus on delivering exceptional client experiences, your contributions will significantly impact customer satisfaction and operational success. If you are passionate about driving change through technology and leadership, this is the perfect opportunity for you.

Qualifications

• Strong leadership skills to manage support teams effectively.
• Deep understanding of the employee benefits industry.

Responsibilities

• Lead support teams to deliver exceptional service to clients.
• Identify automation opportunities to streamline support processes.
• Develop dashboards to track team performance and customer satisfaction.

Skills

Leadership Skills

Customer Service

Process Improvement

Automation

CRM Management

Education

Bachelor's Degree

Tools

CRM Systems

Data Analytics Tools

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 to optimizing the efficiency of the support team and enhancing the overall customer experience through technology.

Key responsibilities:

1. Team Management:

• Lead support teams to ensure the delivery of exceptional service to corporate clients and intermediaries.
• Set measurable goals and KPIs, and monitor performance to meet objectives.
• Foster continuous learning through training, development, and mentoring. Promote collaboration and knowledge-sharing within the team.
• Ensure adherence to 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.

Automation Identification and Implementation:

• Identify opportunities for automation to streamline support processes, reducing manual effort.
• Collaborate with the sales optimization squad to integrate technologies like AI-powered chatbots, automated workflows, and self-service portals.
• Monitor automated process performance and make data-driven adjustments to improve accuracy, speed, and customer satisfaction.

Reporting and CRM Management:

• Develop and maintain dashboards to track metrics such as team performance, customer satisfaction, and automation success.
• Ensure accurate, up-to-date records in CRM systems for effective client management.
• Use analytics to identify trends, bottlenecks, and opportunities for continuous improvement.

Collaboration and Stakeholder Engagement:

• Build relationships with cross-functional teams (product, service, finance) to drive automation and improve the customer journey.
• Act as a trusted advisor to clients and intermediaries, understanding their needs and providing tailored support.
• Handle customer and intermediary data securely and in compliance with regulations and policies.