Sales Operations and Service Manager in the Construction & Design Industry

1. Responsibility for Managing End-to-End Sales Operations with the Company’s Clients:

• Managing operational processes from receiving a signed contract with the client through the planning and execution stages up to the successful installation of the company’s products to the clients’ satisfaction.
• Managing a team of account managers and direct sales coordination staff, including setting goals and performance metrics (KPIs) and ongoing supervision to ensure high-quality work.
• Establishing routines for continuous synchronization of active project status to ensure tracking and control.
• Responsible for optimal management of the various interfaces within the direct sales operation process — from order placement to delivery — including coordination with contractors and processing partners.
• Identifying and resolving issues within sales operation processes across both internal and external interfaces, while continuously improving and optimizing workflows.
• Implementing supporting systems to streamline sales and service processes.
• Identifying and managing risks in projects.
• Preparing periodic reports for senior management.

2. Responsibility for the Customer Service Team (Company Clients):

• Managing the customer service process from the point of purchase through to service delivery, including repairs or installations, ensuring customer satisfaction.
• Daily management of the technical and office-based service team, including setting objectives and KPIs, supervising work quality, and leading service excellence.
• Responsibility for professional training and skill development of team members.

Requirements:

• Experience in a multi-interface environment.
• Experience in the construction industry – an advantage.
• Commercial and sales orientation – ability to identify opportunities with contractors and partners.
• Engineering technician or academic degree – an advantage.
• Systemic thinking and leadership skills.
• Management experience with medium to large teams, including project managers, technicians, and field personnel.