Senior Manager, Sales Operations

Location: Babraham Research Park, Cambridge

Type: Full time, permanent /

Start: Immediate

Salary: Competitive / Hours: 40 p/w

Office based with hybrid working available 

Your role in our Commercial Team:

We are looking for an individual who is meticulous, adaptable, and able to develop and provide oversight of the Sales Operations Team. This will be focusing on customer support, order fulfilment, sales reporting, commercial stock availability/allocation, customer shipping support, forecasting, CRM management and internal stakeholder relationships.

The Sales Operations Team is the first touch point for customer requests, entering new orders, dealing with sales-related problems, order tracking and customer service support for shipping issues. The team also works closely with Sales, Marketing, Product Management, Finance, Manufacturing and Shipping to ensure all commercial activities proceed seamlessly. The team will collate information relating to our sales activity process, purchase orders, stock availability, delivery dates, and with Marketing to oversee the HubSpot CRM system. Additionally, the Sales Operations Team will help enter and track data in sales databases and provide reports to the Commercial team.

To ensure success, the Senior Manager, Sales Operations should have experience in a commercial life science environment, possess advanced administrative skills, an understanding of the implementation of an ERP in a Customer Service environment (preferably Netsuite), able to support provision of performance metrics and provide the required support to monitor key KPIs and sales performance against target.

Your key responsibilities will include:

Manage and grow the Sales Operations Team (SOT), including sales support, order entry and platform administration. The SOT will be responsible for the following:

• Help develop SOP’s and training materials in relation to the sales order process.
• Verifying orders, including customer information, payment details and contacting customers to answer any queries and obtain missing information.
• Processing purchase orders and working with Finance to issue sales invoices.
• Ensuring accuracy of information relating to purchase orders and invoices, stock availability, delivery dates.
• Deal with any customer complaints and help resolve the issue as necessary.
• Route customer support issues to relevant teams (Technical Support, QA/QC, Product Management, Sales Team, etc) and follow-up on the status of these requests.
• Provide necessary data or reports to senior commercial leadership team.
• Maintain and improve the Sales Operational components of the CRM.

In addition to managing the SOT, platform development will be needed in the following areas:

• Develop and maintain a system for monitoring customer requests and their responses by the SOT.
• Work with key stakeholders (Product Management, Business Development & Sales) to create the tools required to provide a
  demand forecast.
• Routinely collate the commercial demand forecasting information for input into the ERP system, in conjunction with the Production Planning function.
• Work with key stakeholders to maintain and enhance the relevant dashboards to assist with sales data, forecasts, and gap analysis.
• Develop KPIs to monitor the expected gold standard customer service.
• Accountable for the production and presentation of all the KPIs for the SOT.

The above list is not exhaustive, and the candidate is required to undertake such responsibilities within the scope of the post.

You…

• Have a degree or equivalent in Business Administration, are a BSc (Hons) Science graduate or have equivalent experience
• Have worked in a similar role within Life Sciences, preferably in another products based company, that includes responsibility for leading a team
• Are able to build rapport quickly, are organised, detailed-orientated, and have a good command of English, both written and verbal.
• Have strong interpersonal skills with the ability to communicate effectively with a wide range of customer personality types.
• Possess high levels of responsibility and accountability and can thrive in both team and independent working environments.
• Have excellent time and self-management skills.

With essential experience in…

• Proven experience in a similar role including management of individuals.
• Proven experience leading a sales support team within the Life Sciences sector, preferably in another product-based company.
• Knowledge of and a good level of competence with a CRM platform to manage sales process.
• Demonstrable experience managing customer information and sales order processing in an ERP system.
• Experience building sales reports and monitoring opportunities through the sales process.
• Experience working cross-functionally within an organisation, integrating with supporting verticals (Finance, Shipping, Sales, Marketing etc).

…and possibly…

• Technical sales experience in related Life Science sector ideally with an experience of selling cell-based products