Sales Operations Manager

Role Overview

• 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.
• 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.

Key Responsibilities
Sales Operations & Business Management:

• Support business planning, demand forecasting, and operational alignment with corporate objectives.
• Oversee and optimize end-to-end sales operations processes to drive efficiency and performance.
• Drive Sales & Operations Planning (S&OP) processes in collaboration with Supply Chain and Production teams.
• Lead Order-to-Cash (O2C) processes, ensuring accuracy, timeliness, and compliance.

Data Analytics, Reporting & Performance Management:

• Monitor, interpret, and communicate periodic performance indicators to management.
• Lead data analysis, performance tracking, and reporting across sales functions.
• Develop, maintain, and continuously improve dashboards and key performance metrics.
• Provide actionable insights to support decision-making and sales strategy refinement.

Strategy Execution & Capability Development:

• Ensure alignment between sales strategy and operational execution.
• Support development and execution of sales strategies to drive market growth and profitability.
• Strengthen sales capability through structured training, coaching, and performance support initiatives.

Customer & Stakeholder Management:

• Manage customer claims, dispute resolution, and tracking to improve service delivery.
• Drive customer acquisition, onboarding, and retention initiatives.
• Oversee customer service operations, ensuring high service standards and customer satisfaction.
• Act as the primary liaison between Sales, Marketing, Finance, Supply Chain, and external stakeholders.

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:

• Ensure compliance with internal policies, procedures, and audit requirements.
• Identify process gaps and implement improvements to enhance efficiency and reduce risks.
• Drive continuous improvement initiatives across sales operations processes.

Key Performance Indicators (KPIs)

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

Qualifications & Experience

• Bachelor’s Degree in Business Administration, Marketing, Economics, or related field (Master’s degree is an added advantage).
• 6–10 years’ experience in Sales Operations, Commercial Excellence, or related roles within FMCG or manufacturing.
• Strong working knowledge of ERP systems (e.g., SAP) and sales tools (e.g., CRM platforms).
• Proven experience managing Order-to-Cash (O2C) processes and sales analytics.

Key Competencies & Skills
Technical & Functional Competencies:

• Advanced proficiency in data analysis and reporting tools (Excel, Power BI, or similar).
• Sound understanding of S&OP processes and business planning.
• Strong analytical and numerical skills with the ability to interpret large datasets.
• Sales operations expertise including forecasting, reporting, and performance management.

Behavioral Competencies:

• Self-motivated with a proactive and results-driven mindset.
• Strong interpersonal and stakeholder management capabilities.
• Effective communication and presentation skills.
• Excellent planning, organizational, and multitasking skills.
• High level of ownership, resilience, and ability to perform under pressure.

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.