Vacancies
SALES OPERATION & CUSTOMER RELATIONS MANAGER
full-time Greater Accra 31 Jan 2025
Our client, a pharmaceutical manufacturing company, is looking to hire a Sales Operations and Customer Relations Manager to support and enhance the company’s operational effectiveness.
ROLE PROFILE
The Sales Operation & Customer Relations Manager will oversee sales forecasting, stock distribution management, and performance tracking while ensuring the Customer Relations Manager system is effectively utilized to drive customer retention and acquisition. He/she will work closely with sales, marketing, finance, and customer service teams to streamline operations, automate workflows, and ensure compliance with sales policies.
Additionally, he/she will develop and implement sales incentive programs, track key performance metrics, and drive continuous process improvements to maximize revenue growth and operational efficiency.
DUTIES/RESPONSIBILITIES
- Develop and implement sales plans to achieve company objectives.
- Analyse sales data to identify trends, opportunities, and areas for improvement.
- Collaborate with leadership to set sales goals and targets.
- Streamline sales workflows and processes to improve efficiency.
- Ensure the use of customer relations manager tools and other technologies to track sales performance.
- Identify and eliminate bottlenecks in the sales cycle.
- Generate and review sales performance reports.
- Track metrics such as revenue, pipeline conversion rates, and customer acquisition costs.
- Act as a bridge between the sales team and other departments (e.g., marketing, production, Logistics).
- Ensure alignment between sales initiatives and company objectives.
- Train and support the sales team on tools and processes.
- Manage sales forecasts to ensure accurate revenue predictions.
- Develop and execute strategies to improve customer retention rates.
- Build and maintain long-term relationships with key customers.
- Ensure customer inquiries, issues, and complaints are resolved promptly and satisfactorily.
- Collaborate with the support team to enhance service quality.
- Gather customer feedback and analyse it to improve products, services, and processes.
- Communicate customer needs and expectations to the sales and product teams.
- Drive programs that ensure customers achieve their desired outcomes with the company’s products or services.
- Manage and ensure communication with customers/distributors/vendors on order processing, management, and fulfilment
- Manage sales administration processes in preparing quotations, issuing purchase orders, processing orders, and overseeing the delivery processes to customers
- Ensure customers’ complaints are attended and are properly and efficiently addressed
- Collaborate with respective departments on stock readiness, availability and delivery schedules, and Inventory control.
EDUCATION/EXPERIENCE
- A minimum of a BSc in Business Administration, Sales and Marketing, Customer Relationship Management, or a related discipline.
- An MBA is an added advantage or a similar program focusing on sales, marketing, or operations.
- A minimum of 5 years of experience in sales operations, sales enablement, or sales support roles.
- A Proven track record of optimizing sales processes, managing customer relations manager systems, and supporting sales teams.
REQUIREMENTS
- Must be a certified Sales Operations Professional (CSOP)and a certified Customer Success Manager (CCSM).
- Must have an in-depth understanding of sales processes, pipelines, and metrics.
- Must know about sales forecasting, quota planning, and revenue reporting.
- Must be familiar with customer relations manager tools like Salesforce, HubSpot, or Zoho.
- Proficiency with sales and analytics tools (e.g., Microsoft Excel, Google Analytics, Tableau, Power BI).
- Must possess knowledge of market trends, competitor strategies, and customer behaviour. Personal attributes & Other requirements
- Must possess strong interpersonal skills to lead teams, manage relationships, and collaborate across departments.
- Ability to inspire and motivate sales teams while maintaining a customer-focused mindset.
- Ability to solve problems and analyse data for insights
- Must possess strategic thinking skills to align sales operations and customer relations with organisational goals.
- Ability to persuade and communicate clearly (written and verbal) for both internal and external stakeholders.
- Must know customer journey mapping and sales funnel optimization.
- Ability to take up dual roles to balance operational efficiency with customer-centric strategies to drive revenue growth and enhance client satisfaction
- Must have experience managing customer relationships and handling escalations