Customer and Sales Operations Manager

This is an exciting new operations position based near Camberley, Surrey reporting to the Head of Commercial. You are responsible for overseeing the customer service function as well as the operational side of the sales function. This role needs a strong people and customer service manager coupled with  a great understanding of reporting, data and analytics. You must be not be afraid of an excel spreadsheet!

Excellent opportunity to roll up your sleeves in a brand new autonomous position within the Account Services Team and you can make the role your own!

The Account Services team is fundamental to continued growth driving new business development, through lead generation and strategic organic growth by delivering a customer focussed strategy driven by data analysis, customer behaviour and interactions to gain insights into their specific needs and expectations.

This role will boost and promote collaboration across the support functions, team and business to create a consistent and overall better experience for customers at every step of the customer journey. Continuously reviewing processes to improve efficiency, productivity and build in quality across the function.

Championing the customer’s perspective from acquisition to closure and feeding back valuable insights to the rest of the business, including product feature requests, documentation recommendations, service ideas and any other customer insights that will prove valuable to other areas of the business.

£35,000 plus circa £5,000 car allowance plus discretionary bonus

Key Responsibilities of the Customer and Sales Operations Manager role include

• Oversee and monitor the customer acquisition and funding life-cycle driven by the overarching Commercial goals and wider business objectives.
• Develop a comprehensive customer communication strategy using insights to target customer segments with specific campaigns improving customer engagement.

• Pro-actively identify and pursue initiatives that drive customer satisfaction; continuously analysing customer data, market trends and customer behaviour to deliver a market leading service with the customer as the primary focus.
• Identify improvements for new and existing services to processes, reports and data for efficiency and business growth.
• Work closely with the Data Intelligence and Research team to initiate research projects, both qualitative and quantitative.

• Provide leadership and direction across the team to ensure we deliver effective solutions, with efficiency and quality built in, with one point of focus, a customer perspective.

• Develop, track and report service level agreements and key performance metrics.
• Development and coaching of employees on service, implementation, and operational requirements to maintain superior service levels, employee proficiency levels and position the team for future growth.

Required Skills and Experience of the Customer and Sales Operations Manager role

• The ability to create and maintain a strong and positive morale, cooperating with team members across teams and divisions to resolve problems and achieve goals while continuing to take pride in the quality of the work and the service you provide to customers.
• Analytical and inquisitive, with excellent attention to detail.
• A team player, who takes ownership and drives results, growing the business and sustaining intensity and optimism while focusing on the customer.
• Multi-tasker, able to stay organised in a fast paced dynamic work environment and work to deadlines.
• The ability to review, understand and present data analysis. A numerical mind and used to reporting.
• Able to develop and achieve clear goals through training, planning and management.
• Champion continuous improvement and quality management for the delivery of a seamless internal and external supply chain and professional service.
• Communicate effectively with all levels of staff throughout the business, ensuring where necessary issues are escalated to the relevant departments; delivering well written communications that are professional, well organised and concise.
• Proficient Microsoft Office user, particularly Excel, PowerPoint and Visio.
• Live within commutable distance of Sandhurst, Camberley, Yateley, Wokingham, Fleet, Hook etc

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