Head of Sales Operations

Head of Sales Operations

The Head of Sales Operations is a senior, strategic leader responsible for designing, implementing, and managing all processes, systems, and support functions that enable the sales organization. This individual is the architect of the company's "sales infrastructure," ensuring that the Retail, Exports, OEM, and Distributor management teams are equipped with the data, tools, and operational support needed to achieve their targets with maximum efficiency and effectiveness.

Sales Process & Technology Management

• Ownership: The HSO owns the entire sales operations framework. This includes the CRM platform (e.g., Salesforce, Zoho), all sales reporting & Business Intelligence (BI) dashboards, and the Standard Operating Procedures (SOPs) for the complete sales process.
• Sales Enablement: This is a core focus. The HSO ensures the sales team has the right tools, data, and streamlined processes (like simplified order logging, automated reporting, or fast expense claims) to minimize administrative time and maximize customer-facing time.
• Data & Invoicing: The HSO does not invoice, but they own the data and process integrity that triggers invoicing. They are responsible for auditing data quality in the CRM (e.g., correct pricing, customer data) and ensuring a seamless data flow from the CRM to the ERP system (for Finance/invoicing) and to the SCM system (for fulfillment).

Target "Customers" (Internal Stakeholders)

• Sales Leadership (Heads of Retail, Exports, OEM, NDM): The HSO's primary "customer" is the sales leadership. They provide the data, forecasts, and process efficiency these leaders need to hit their P&L targets.
• Frontline Sales Teams (ZSH/ASM/Reps): The HSO supports them by providing a functional CRM, simple processes, clear incentive calculations, and fast access to support (e.g., customer service, order status).
• Cross-Functional Leaders (Finance, SCM, Marketing): The HSO is the key "bridge" from Sales to these departments, ensuring data alignment for financial reporting (Finance), demand forecasting (SCM), and lead/campaign management (Marketing).

Key Result Areas (KRAs)

• Sales Process Optimization: Enhancing the efficiency and effectiveness of all sales-related processes.
• Customer Support & Services: Ensure high customer satisfaction rate on all field issues.
• Data & Analytics Leadership: Providing accurate, timely, and insightful data to drive strategic decisions.
• Team Performance & Development: Managing the Sales Ops team (e.g., Customer Service, Order Management, Data Analysts) to deliver high-quality support.
• Cross-Functional Alignment: Ensuring seamless communication and workflow between Sales, Finance, Marketing, and Supply Chain.
• Technology & Tool Management: Overseeing the sales technology stack (CRM, reporting tools) to maximize ROI.

Key Performance Indicators (KPIs)

• Sales Team Productivity: % increase in time spent on core selling activities vs. administrative tasks.
• Customer Satisfaction Ratio: % Net Promoter Score (NPS) or Customer Satisfaction (CSAT).
• Sales Forecast Accuracy: % improvement in the accuracy of sales forecasting.
• CRM Adoption & Data Quality: >95% CRM adoption rate and data field completion.
• Operational Efficiency: Reduction in average Order-to-Cash cycle time and expense claim cycle time.
• Stakeholder Satisfaction Score: High satisfaction ratings from Heads of Retail, Exports, and OEM.

Experience & Exposure Needed

• Experience: 10-12+ years in a sales operations, business operations, or commercial excellence role, ideally within the IVD, pharmaceutical, or medical device sector.
• Exposure: Must have deep, proven experience in process design/re-engineering (e.g., Six Sigma, Lean) and sales technology management. Requires strong data analysis and financial acumen to build forecasts, manage sales incentive plans, and build business cases. Must be an expert in CRM (e.g., Salesforce) architecture and data management. Experience managing cross-functional support teams (like customer service or order management) is essential.

Field Work & Planning

• Travel: Low to Moderate. Expected to travel 10-20% of the time nationally. Travel is primarily for internal alignment, such as attending Zonal/National sales meetings, conducting process training, and auditing system/process adoption in regional offices.
• Planning: This role is highly strategic and process-oriented. The HSO develops the annual sales operations roadmap, designs and refines all sales processes (e.g., lead-to-order, forecasting, commission), and creates the national sales data & analytics framework. They lead Quarterly Performance Reviews (QPRs) on sales efficiency, productivity, and forecasting accuracy with all commercial leaders.

Reporting & Strategy

• Reporting: This role typically reports to the National Retail Sales Head (P&L Leader) or the Chief Commercial Officer.
• Strategy: The HSO owns the national "sales infrastructure" strategy. This includes defining the sales technology stack (CRM, BI tools), creating the "single source of truth" for all sales data, and designing processes that increase sales team productivity. They are responsible for the sales forecasting process, sales incentive plan (SIP) administration, and ensuring all sales support functions (customer service, order processing, data management) operate as efficient centers of excellence.

Positions Open: 1

Locations: Pan-India based at Vadodara

Salary Range: 60-75,000/- PM CTC

Job Type: Full-time

Pay: ₹60,000.00 - ₹75,000.00 per month

Benefits:

• Leave encashment
• Provident Fund

Experience:

• Medical Device or In Vitro Diagnostics Industry: 10 years (Required)

Location:

• Gorwa, Vadodara, Gujarat (Required)

Work Location: In person