SALES OPERATIONS MANAGER

SALES OPERATIONS MANAGER

Sales Operations Manager Role Overview The Sales Operations Manager will lead and optimize sales and marketing operations across the business by driving efficient processes, data-driven decision-making, and strong cross-functional collaboration. The role is responsible for managing customer service operations, overseeing the Order-to-Cash (O2C) process, delivering actionable insights through reporting and dashboards, and acting as a key liaison between Sales, Marketing, Finance, Supply Chain, and other relevant functions.

Expérience

The position plays a critical role in strengthening sales performance, enhancing customer experience, and ensuring operational excellence in line with the company’s growth objectives. Key Responsibilities Sales Operations & Business Management Oversee and optimize end-to-end sales operations processes to drive efficiency and performance. Lead Order-to-Cash (O2C) processes, ensuring accuracy, timeliness, and compliance. Support business planning, demand forecasting, and operational alignment with corporate objectives. Drive Sales & Operations Planning (S&OP) processes in collaboration with Supply Chain and Production teams. Data Analytics, Reporting & Performance Management Lead data analysis, performance tracking, and reporting across sales functions. Develop, maintain, and continuously improve dashboards and key performance metrics. Monitor, interpret, and communicate periodic performance indicators to management. Provide actionable insights to support decision-making and sales strategy refinement. Strategy Execution & Capability Development Support development and execution of sales strategies to drive market growth and profitability. Strengthen sales capability through structured training, coaching, and performance support initiatives. Ensure alignment between sales strategy and operational execution. Customer & Stakeholder Management Oversee customer service operations, ensuring high service standards and customer satisfaction. Drive customer acquisition, onboarding, and retention initiatives. Act as the primary liaison between Sales, Marketing, Finance, Supply Chain, and external stakeholders. Manage customer claims, dispute resolution, and tracking to improve service delivery. Team Leadership & Administration Ensure team accountability, performance management, and effective execution of responsibilities. Support employee welfare, engagement, and productivity within the sales operations team. Manage staffing needs and resource planning for optimal operational delivery. Serve as custodian of sales tools, systems, and technologies (e.g., CRM/ERP), ensuring efficient deployment and usage. Operational Governance & Continuous Improvement Identify process gaps and implement improvements to enhance efficiency and reduce risks.

Ensure compliance with internal policies, procedures, and audit requirements. Drive continuous improvement initiatives across sales operations processes. Qualifications & Experience Bachelor’s degree in Business Administration, Marketing, Economics, or related field (Master’s degree is an added advantage). Minimum of 6–10 years’ experience in Sales Operations, Commercial Excellence, or related roles within FMCG or manufacturing. Proven experience managing Order-to-Cash (O2C) processes and sales analytics. Strong working knowledge of ERP systems (e.g., SAP) and sales tools (e.g., CRM platforms).

Technical & Functional Competencies Strong analytical and numerical skills with the ability to interpret large datasets. Advanced proficiency in data analysis and reporting tools (Excel, Power BI, or similar). Sales operations expertise including forecasting, reporting, and performance management. Sound understanding of S&OP processes and business planning. Behavioral Competencies High level of ownership, resilience, and ability to perform under pressure. Excellent planning, organizational, and multitasking skills. Strong interpersonal and stakeholder management capabilities. Self-motivated with a proactive and results-driven mindset. Effective communication and presentation skills. Leadership Competencies Ability to lead cross-functional collaboration and influence decision-making. Strong team management, coaching, and capability development skills. Strategic thinking with a focus on continuous improvement and innovation. Key Performance Indicators (KPIs) </s

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