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.
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).
Key Competencies & Skills
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)
- Sales operations efficiency and process turnaround time.
- Accuracy and timeliness of sales reporting and dashboards.
- Order fulfillment and O2C cycle performance.
- Customer satisfaction and claims resolution metrics.
- Sales team productivity and capability improvement.
