01372 253350      connect@carlton-recruitment.com

Job Details

Sales Operations & Customer Relationship Manager

Location: Surrey

Permanent Full Time

Salary: £55,000 - £65,000

Sales Operations & Customer Relationship Manager


£55,000 - £65,000

A rare opportunity for an accomplished leader to join our client in Surrey as a Sales Operations & Customer Relationship Manager, driving and supporting their sales and customer service functions to grow the business. The ideal candidate will have incredible drive, entrepreneurial spirit and determination – with a solid track record in achieving measurable results of customer relationship improvements, improvements to process, technology or communications to deliver business revenue, profitability and customer satisfaction goals.

Key Responsibilities

  • As a member of the Senior Management Team, provide significant contribution to the development of long and short term strategic and operational business plans for the business
  • Lead the Sales Operations, Customer Relationship & Logistics team - driving performance metrics, reviewing and improving sales processes and operations across the business; identify and lead execution of productivity initiatives across the sales and customer relationship teams
  • Review key customer journeys, evaluate the customer experience and deliver insight
  • Provide recommendations for change that will help to drive improved customer engagement
  • Responsible for the digital customer experience - optimise technology solutions and digital interactions from a customer perspective to drive loyalty and frequency. Review existing journeys and make recommendations for improvements (technology and communications)
  • Oversee final programme contract negotiations, brand immersion and onboarding processes with new customers and support the rollout of new customer programme e-stores. Work with the sales team to support management of clients’ contract renewal process
  • Provide new-user training and set- up of client reporting requirements plus technical support and assistance throughout the contract life-time
  • Ensure customer email campaign compliance, email deliverability and impact of automated email campaigns
  • Support the sales team in their day-to-day, provide them with insights to foster constant growth
  • Act as primary liaison for operational changes and requirements throughout the rest of the company
  • Train Sales, Business Development and Customer Relationship teams on systems, processes and tools
  • Own delivery of centralised sales and customer service performance reporting, complementing finance reporting already in existence - translate them into actionable insights that can help the business run more efficiently and effectively

 Person Specification

  • Significant experience in sales operations and/or customer service, with a proven track record of exceeding performance objectives
  • Undergraduate Degree in Business, Marketing or a related field
  • Absolute proficiency in English language
  • Customer centric, experience of creating and leading a customer focused culture
  • Proven, results-oriented, high energy natural motivator, ready to lead from the front and drive the team forwards
  • Proactive, hands-on with the day-to-day operations, but also a capable and diplomatic leader
  • Passion for both sales and marketing operations, as well as an aptitude for using data to identify obstacles and opportunities for better customer experience and revenue performance
  • Must be resilient, flexible and be able to work collaboratively within a team
  • An excellent understanding of standard business practices related to Sales & Marketing Operations processes and systems (lead generation, campaign results tracking, sales process, CRM applications, reporting, forecasting, and sales quotas)
  • Articulate, excellent presentation and communication skills as well as strong influencing and negotiation skills to drive results
  • Demonstrates high levels of integrity, initiative, honesty and leadership. Fresh thinking, open to trying new things
  • Willingness to "roll up the sleeves" when required
  • Understanding of global logistics processes desirable but not essential

Closing date for applications: January 6, 2019

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Contact Info

Head Office: Carlton Recruitment Solutions Ltd Global House, 1 Ashley Avenue, Epsom,
Surrey KT18 5AD

01372 253350


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