Sales Operations Manager

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

Job summary

An established industry player is seeking a dynamic Sales Operations Manager to enhance customer service excellence. In this pivotal role, you will lead support teams, focusing on automation and process improvements to optimize efficiency and client satisfaction. Your leadership will foster a collaborative culture, ensuring teams meet key performance indicators while delivering personalized service. You will leverage technology to streamline operations, develop insightful performance dashboards, and engage with stakeholders to enhance the customer journey. If you're passionate about driving operational excellence and improving customer experiences, this opportunity is perfect for you.

Qualifications

• Proven experience in sales operations or customer service management.
• Strong analytical skills to identify trends and opportunities for improvement.

Responsibilities

• Lead support teams to ensure exceptional service delivery.
• Identify automation opportunities to streamline support processes.
• Develop dashboards for tracking performance and customer satisfaction.

Skills

Leadership Skills

Process Improvement

Customer Service

Automation

CRM Management

Data Analysis

Education

Bachelor's Degree in Business or related field

Tools

CRM Software

Analytics Tools

Job description

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As 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:

Team Management:

• Lead support teams to ensure they deliver exceptional service to clients and intermediaries.
• Set and monitor clear goals and KPIs to meet objectives with excellence.
• Foster a culture of continuous learning through training, development, and mentoring. Promote collaboration within the team for seamless support.
• Ensure teams meet and exceed SLAs, driving efficiency and customer satisfaction.
• Manage complex or escalated customer issues directly to ensure 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 and increasing efficiency.
• Collaborate with the sales optimization squad to integrate AI-powered chatbots, automated workflows, and self-service portals.
• Monitor and adjust automated processes based on performance data to improve accuracy, speed, and customer satisfaction.

Reporting and CRM Management:

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

Collaboration and Stakeholder Engagement:

• Build relationships with cross-functional teams to drive automation and enhance 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, complying with industry regulations and company policies.