1. Head of Internal Sales & Customer Operations
2. Manufacturing Industry
About Our Client
Our client are an industry leading, award winning organisation who are currently embarking on a sustained period of growth. To support this they are now looking to appoint a new Head of Internal Sales & Customer Operations to join part of their Senior Leadership Team. The role has a clear focus on developing Internal Sales & Customer Operations, along with leading the project to implement a new CRM system along with some AI adoption
Job Description
3. Lead motivate and inspire the Internal Sales & Customer Operations, taking full responsibility for both operational and strategic decision making across the function
4. Own the full end to end project to implement a new CRM system with the department, working with key stakeholders both internally and externally to deliver expectations
5. Optimise CRM performance on an ongoing basis
6. Undertake a full review of process and procedures across the department, helping drive data driven changes that lead to improved performance across customer satisfaction, commercial performance, operational efficiency, cost and timescales
7. Ensure internal resource is best utilised to help ensure SLA's are met against contractual agreements, and best possible outcomes are achieved for both the business and customer
8. Provide support during the tender process to help create service level agreements focused on quotations and estimations
9. Own the end to end customer journey, reviewing customer journey maps on a regular basis leading to improved customer satisfaction
10. Drive performance across Internal Sales, ensuring quotations & estimations are followed up within agreed timescales, driving quotation uptake performance, along with capturing customer data based on decision reasoning, using the information to make data driven changes where required
11. Create and develop dashboards based on internal sales performance & customer insight
12. Create and provide regular reports to board level based on activity within the department
The Successful Applicant
13. Experience leading a similar Internal Sales / Customer Service / Customer Operations function at a similar level
14. Proven experience of Implementing or being heavily involved in a CRM Implementation
15. Strong commercial acumen
16. Ability to develop and improve team performance
17. Extensive stakeholder management across all levels, both internally and externally
18. Experience of AI Adoption (desirable)
What's on Offer
This is an exciting opportunity to a leading business in the capacity of Head of Internal Sales & Customer Operations.The role offers a salary of £70,000 - £75,000 depending on experience plus BonusBased in the Scunthorpe / Doncaster area, the role is suitable for candidates across East, West & South Yorkshire, along with Lincolnshire.Please note - this role will be based full on site. Hybrid working will not be considered due to the nature of the business