Sales Operations Manager

7 days ago


Mumbai, Maharashtra, India Dextra Group Full time
Job Description

The Sales Operations Manager will play a crucial role in driving business growth by ensuring seamless order management, contract adherence, and sales performance analysis. This position requires a strong understanding of sales support processes, demand planning, and team leadership.

Main Responsibilities
  • Sales Support:
    • Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction.
    • Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.)
    • Analyze sales performance data to evaluate the effectiveness of sales strategies and initiatives.
    • Identify key performance metrics and develop 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.
    • Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery
    • Lead the sales operations team in addressing inquiries, issues, and escalations promptly and professionally.
    • Conduct risk assessments pertaining to evaluating contracts, identifying potential risks, and recommending 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.


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