Manager, Sales Operations

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Manager, Sales Operations

 

Sales Operations | Naperville | Full Time | Permanent

 

Wilton is a US heritage brand with a 95-year history in baking and decorating. Now fully integrated into the Dr. Oetker family, Wilton aspires to be the most influential and successful cake decorating brand. Learn more about Wilton at www.wilton.com.

  

Role Reports to: Senior Manager, Sales Operations & Excellence

Location: Naperville/Hybrid

 

Job Summary

This role is accountable for executing operational excellence within the traditional sales channel and at our key customers.  You will work closely with commercial leaders (sales, marketing, insights & analytics) to build compelling program propositions for our key customers and will be the primary owner of the execution.  The role will interface with product development and inventory teams to be the driving force of the customers’ expectations.  Demonstrated people leadership is essential as this role has three direct reports, Sales Operations Analysts.   In addition, Project Management responsibilities, with a focus on Net Revenue Management/Pricing Governance and Documentation/Administrative Processes is also a key component.

 

Essential Responsibilities

• Drives successful outcomes through development and implementation of programs and processes that increase customer commitment; result in greater product / program adoption, customer satisfaction and overall customer quality measurement scores•    Implements effective measurement techniques for customer success initiatives
• Defines operational metrics, establishes systems for tracking metrics, creates transparency at all levels of the organization with regards to customer success
• Responsible for end-to-end product and program execution; Ensures appropriate KPIs are implemented and monitored to meet stated company goals
• Collaborate with operations and sales teams on Wilton’s S&OP process 
• Project Management focus on:

             o    Net Revenue Management / Pricing Governance and Documentation 
             o    Documentation / Administrative Processes (customer onboarding, vendor / compliance guide reviews and tracking). 

• Manage two direct reports to support needs of sales team and retail partners

             o    Manages team resources to ensure appropriate levels of support for key accounts
            o    Enable analyst to execute primary responsibilities of the SO&E Team, which include: Pricing Execution, Seasonal/Everyday Forecast Execution, Providing line lists and images to sales team, Customer

                  portal data management, Sales Reporting, ad hoc sales support

 

Education and Experience

• BS/BA degree in relevant subject (e.g., Business Administration, Management) or equivalent work experience
• 5-7 years of progressive experience in sales operations
• Strong track record of success (sales growth, program execution rate, etc.)
• Previous experience working with product or brand team to influence excellence in execution

 

Knowledge, Skills, and Abilities

• Ability to manage influence through persuasion, negotiation and consensus building
• Demonstrates strong empathy for customers, balanced with focus towards sales and revenue growth
• Deep understanding of value drivers in recurring revenue business models
• Strong analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Ability to work effectively in situations requiring analytical, interpretive and problem-solving techniques
• Proven ability to analyze sales data to make educated business decisions in the best interest of the company
• Strong MS Office skills, specifically Excel and PowerPoint
• Strong project management skills

 

Physical Demands/Work Requirements

• This role is sedentary in nature and requires the ability to be seated at a desk for majority of the work day.
• While working off-site, employees are expected to work the same general hours that they were originally hired to work, and to perform their responsibilities as they otherwise would at a campus work location.
• Rountinely use standard office equipment such as laptop computers, computer monitors/keyboards, photocopiers and telephones.
• Be on site