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 fulfillment


• 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.