DGM Sales Operations Manager

1 month ago


Mumbai, Maharashtra, India Dextra Group Full time
Main Responsibilities

As a DGM Sales Administration professional, you will be responsible for supporting the sales team in achieving their goals. Your key responsibilities will include:

Sales Support
  • Process and track customer orders to ensure timely delivery and customer satisfaction.
  • Manage contracts to ensure smooth operations and adherence to agreed-upon terms.
  • Analyze sales performance data to identify areas for improvement and develop strategies to drive sales growth.
  • Develop and implement performance dashboards and reports to track progress against sales targets.
  • Collaborate with sales representatives to address customer needs and support sales initiatives.
  • Provide regular insights and recommendations to senior management based on sales performance analysis.
  • Drive cross-functional collaboration to align sales strategies with production, marketing, and finance goals.
  • Coordinate with supply chain, planning & logistics teams to ensure timely delivery and customer satisfaction.
  • Lead the sales operations team in addressing inquiries, issues, and escalations promptly and professionally.
  • Conduct risk assessments to identify potential risks and recommend mitigation strategies.

Forecasting
  • Develop and implement demand planning processes to accurately forecast sales volumes and customer demand.
  • Collaborate with sales, marketing, and production teams to ensure alignment of demand forecasts with production schedules and inventory levels.
  • Monitor and analyze market trends, customer behavior, and sales data to identify opportunities for optimizing inventory levels.
  • Evaluate inventory management processes and identify risks related to inventory shortages, excess inventory, and supply chain disruptions.

Team Management
  • Develop training programs for sales support teams to enhance product knowledge and customer service skills.
  • Provide leadership and guidance to the sales operations team, fostering a culture of collaboration, innovation, and continuous improvement.
  • Set clear performance expectations and provide ongoing coaching and feedback to team members to drive performance excellence.
  • Foster a positive and inclusive work environment that encourages teamwork, creativity, and professional development.

Performance Analysis and Reporting
  • Monitor and analyze sales performance indicators (Sales vs Forecast & Budget).
  • Track and analyze customer service metrics (Customer Service Level, Lead Time, Customer Satisfaction, resolution time).
  • Monitor delivery schedules and address any delays or issues to minimize disruptions and maintain customer satisfaction.

Operational Excellence
  • Implement initiatives to drive operational efficiency and improve customer satisfaction metrics.
  • Ensure adherence to processes, especially with IT systems (ERP/CRM).
  • Work on continuous improvement to streamline processes.
  • Analyze recurring problems and implement solutions to prevent future issues.
  • Collaborate with production and supply chain teams to ensure timely delivery of products to meet customer demand.
  • Coordinate with group companies around the globe to ensure timely and efficient delivery of products (pertaining to import/export order) to customers.

Customer Experience Enhancement
  • Initiate and lead initiatives aimed at improving the overall customer experience.
  • Identify customer pain points to propose improvements.
  • Streamline sales support processes and systems to improve efficiency and productivity.

Requirements

The ideal candidate will have a Bachelor's in engineering or Master's degree in Business field, with 10-15 years of experience in business operations. The candidate should possess excellent leadership and communication skills, with the ability to drive cross-functional collaboration and lead the sales operations team.

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