The Sales Operations Manager is a hands-on working leader responsible for managing and continuously improving Sales Operations and Customer Service across Convivial Brands' wholesale businesses.
This individual leads the people, processes, systems, and daily operations that enable our sales organization to serve customers effectively, execute commercial initiatives, and achieve organizational goals.
The Sales Operations Manager balances strong people leadership with operational execution, developing team members, establishing accountability, and driving efficiency through data, technology, and process improvement. This individual must possess the willingness and ability to engage directly in departmental operations, troubleshoot challenges, and support the team when necessary.
The ideal candidate is a proactive, analytical problem-solver who demonstrates ownership, sound judgment, effective communication, and a commitment to operational excellence, customer satisfaction, and continuous improvement.
Principal Duties and Responsibilities:
- Leads, manages, and holds accountable the Sales Operations and Customer Service teams, ensuring consistent execution and positive customer experience. Balances people management with the willingness and ability to engage directly in departmental processes, systems, and problem resolution.
- Establishes clear departmental priorities, performance expectations, and accountability measures aligned with organizational goals.
- Oversees customer service activities, order flow and management, sales support tools, and customer issue resolution to ensure customer and sales rep confidence and operational excellence.
- Owns customer master data integrity and oversees the accuracy and utilization of sales-related information within the ERP – and additional commercial systems.
- Ensure accurate and timely processing of sales commissions, partnering with Sales Leadership, Human Resources, and Finances to resolve discrepancies.
- Develops, implements, and monitors departmental KPIs, scorecards, and reporting to measure performance, identify opportunities, and drive informed decision-making.
- Continuously evaluates, documents, and improves departmental processes to increase efficiency, eliminate recurring issues, and create scalable systems within the sales operations department.
- Collaborate with Sales, Merchandising, Product, Finance, IT, and Distribution to execute commercial initiatives including, order releasing, price changes, product launches, sales programs, trade shows, and sales training.
- Proactively resolve issues and maintain accountability for departmental performance.
LMA:
- Lead, manage, and hold team members accountable for performance and results.
- Establish clear expectations, priorities, and measurable goals.
- Coach, develop, and empower team members while maintaining a hands-on leadership approach.
- Foster a culture of ownership, collaboration, and continuous improvement.
Sales Operation and Customer Service Excellence:
- Ensure accurate, timely, and efficient execution of Sales Operations and Customer Service
- Deliver consistent, exceptional service to customers, sales representatives, and internal stakeholders.
- Own service quality, responsiveness, order accuracy, and timely issue resolution.
- Oversee order management, customer support, sales tools, and commissions.
Systems, Data Integrity, and Reporting:
- Own the accuracy and integrity of customer and sales data across the ERP and related systems.
- Establish and maintain meaningful KPIs, scorecards, and reporting.
- Analyze performance data to identify trends, gaps, and opportunities.
Process Improvement & Operational Efficiency:
- Simplify, document, and optimize departmental processes.
- Identify root causes and implement lasting solutions to recurring challenges.
- Leverage technology, automation, and AI to improve efficiency and scalability.
- Drive adoption and accountability for improved processes and systems.
Commercial Execution and Cross-Functional Alignment:
- Ensure effective operational execution of product launches, pricing changes, customer programs, and sales initiatives.
- Partners across departments to ensure alignment, communication, accountability, and timely resolution of operational challenges.
Measures of Success
- Builds a high-performing, accountable team that operates effectively with clear ownership, minimal oversight, and empowered to work cross-functionally
- Department consistently achieves KPIs and performance targets.
- Customer and sales representatives’ satisfaction improves, with fewer recurring issues and escalations.
- Operational errors, processing delays, and unnecessary costs are measurably reduced.
- Departmental productivity increases without proportional increases in headcount.
- Meaningful process and technology improvements are implemented with measurable business impact.
Convivial Brands Expectations of all Employees:
- Adheres to all Convivial Brands Policies and Procedures.
- Conducts self in a manner consistent with Convivial Brands’ Core Values at all times.
- Maintains a positive and respectful attitude with all contacts.
- Consistently reports to work on time and prepared to perform the duties of the position.
- Meets productivity standards and performs duties as workload necessitates.
- Maintains the privacy of all company proprietary information.
- Treat visitors, vendors, customers, and team members with respect and dignity.
- Able to safely perform the essential functions of the job with or without reasonable accommodation.
- Must maintain the minimum required score on the GWC rating scale.
Supervisory Responsibilities: Directly leads, manages and hold accountable Sales Operations and Customer Service team members.
Qualifications
Education, Training, and Experience:
- Bachelor’s degree in Business Administration, Sales, Operations Management, Finance, or a related field; or an equivalent combination of education and experience
- At least 5 to 7 years of Sales Operations, Customer Service Management, Commercial Operations, or a related business operations function.
- Demonstrated experience leading, coaching, developing, and holding teams accountable for measurable results.
- Hands-on experience working with ERP systems, order management, and business reporting systems.
- Proven success improving operational processes, implementing sustainable solutions, and driving measurable improvements in efficiency, accuracy, or service quality.
- Strong analytical and problem-solving capabilities, including proficiency with Microsoft Excel and business reporting.
- Excellent organizational, communication, decision-making, and prioritization skills.
- Demonstrated ability to balance people leadership with hands-on operational execution.
- Self-starter with a proactive, accountable approach to problem-solving in a dynamic, fast-paced environment.
Specific skills, knowledge, and abilities:
- Experience in consumer-packaged goods, gift-and-home industry, retail, and/or wholesale distribution.
- Experience with Microsoft Dynamics NAV / Business Central or comparable ERP Systems
- Understanding of independent retail, national accounts, sales representatives, and external sales agencies.
- Experience developing and implementing operational KPIs, scorecards, dashboards, and reporting.
- Experience with process automation, AI-enabled workflows, and business systems improvements.
- Familiarity with customer and item master data, sales commissions, and B2B ordering platforms.
- Experience supporting sales training, trade shows, sales conferences, and commercial programs.
- Strong interpersonal skills with the ability to build trust, communicate effectively, and navigate challenging conversations.
- Ability to collaborate across departments and influence outcomes without direct authority.
