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Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Job Title: Sales Operations Manager

Reports to : ANZ Commercial Effectiveness & Sales Operations Manager

Position Location: Scoresby, Victoria

Direct Reports: 7

Total team size: 15

About the Role:

This role is responsible for the strategic oversight and leadership of the Australia & New Zealand (ANZ) Sales Operations team. This includes driving key sales support initiatives, optimizing processes, and implementing best-in-class Support strategies to deliver a seamless internal sales & external customer experience. The Sales Operations Manager will partner with senior Sales leadership team and senior Operations leaders to align operations with the overall business strategy, ensuring scalability and efficiency in delivering customer expectations.

This role includes leading the Sales Support team, providing critical support for our commercial sales team with first point-of-contact resolution. The Sales Operations Manager will enable the ANZ commercial team and customers by providing central assistance for issues beyond just a transaction.

This leadership role is responsible for the management of the respective teams providing direction, strategy, coaching, guidance, and support to ensure that processes/workflows are optimised, and bottlenecks removed, to facilitate the teams to meet and exceed set critical metrics. The role will lead our internal team to actively engage with sales and customers & deliver improved Customer Experience and Turnaround Time (TAT).

With a responsibility for allocation of resources and effort, as well as a willingness to engage in hands-on duties, this role is the central point of contact for the sales operations team and serves as the conduit between the group and the broader organization. As the first point of call for customer concerns and a process improvement champion, this role is pivotal in ensuring a customer-centric approach aligned to the Company's commercial strategies. The role will also contribute to managing customers & enable maximum positive engagement. Additionally, this role focuses on providing a high level of care to enhance impact and customer experience when making large purchases.

What You'll Do:

In addition to the responsibilities below, the Sales Operations Manager is expected to lead personal and team development, engage in continuous improvement initiatives (PPI) including the use of daily management processes & dashboards, and to ensure the team is efficient, productive, and effectively resourced.

• Lead and mentor an impactful sales operations team, fostering a culture of excellence and continuous improvement. Develop and implement advanced strategies that drive revenue growth, operational efficiency, and customer satisfaction.

• Be responsible for the transformation of the design and execution of complex sales processes and systems, ensuring alignment with global strategies.

• Provide strategic support and guidance to the ANZ commercial team, enhancing their ability to deliver exceptional customer service and achieve sales targets. Apply sophisticated analytics and business intelligence to provide insights and recommendations to senior leadership.

• Support and enable ANZ commercial team and customers by applying a 'concierge' approach to issues internally to deliver service beyond an order transaction.

• Drive cross-functional collaboration with finance, supply chain, customer care, and other key collaborators to streamline operations and enhance customer experience. Lead sophisticated, cross-departmental projects that align with the organization's strategic goals. Engage internally to resolve and close customer issues (AR, supply chain/distribution, service, customer care) – ownership of solving the issue.

• Actively engage with sales and customers to deliver improved Customer Experience and Turn Around Time.

• Contribute to sales in leading customers to enable maximum field time and customer engagement.

• Divisional and WOB resources, centrally led.

• Provide support to sales team on customer issues, demonstrations, GOAs, product support (e.g., supply issues, contamination).

• Centralising account setup, Whole Of Business (WOB) approach, single contact for a customer.

• Assist with Sales Quotations (“complex”, WOB, and short-term quotes).

• Handle demo equipment, dispatch, GOAs, complex and WOB quoting.

• Handle pre-install and install planning for instrumentation.

Sales Administration:

• Support Sales team with “Medium” and “Complex” quotes.

• Raise any enquiries outside of the norm/system.

• Divert enquiries for finance, supply chain, warehouse or other business units and follow up to ensure closure of case occurs.

• Ensure adherence/compliance to 'goods on approval' process resulting in minimal discrepancies.

• Administer requests for return of goods and ensure compliance to authority levels.

• Ensure that relevant case queues are actioned (diverted or responded directly to) for optimum workflow.

Continuous Improvement:

• Spearhead sales operations continuous improvement initiatives, including CRM transformation execution, development of advanced tools, and implementation of innovative technologies. Ensure the team is equipped with the necessary skills, knowledge, and resources to excel in a driven market.

• Enabling team to measure productivity and value of resources & time.

• Engage cross-functional collaborators to produce detailed mapped processes, functional requirement documents and assumptions to close the gap between business expectations and designed solution.

• Initiates and contribute to overall sales operations effectiveness with new initiatives that drive efficiency within CRM or any other development of tools.

• Collaborates regularly with Sales Enablement team on upcoming changes and enhancements to CRM functionalities.

• Perform other related projects/functions as required.

• CRM team Training.

Work to What We Value:

• To maintain a professional positive and resilient demeanour whilst being committed to what we value of Integrity, Intensity, Innovation, and Involvement.

Minimum Requirements /Qualifications:

• At least 7-10 years of progressive experience in sales operations or related functions, with a minimum of 5 years in a senior management role.

• Experience of leading large teams and driving significant business growth in a complex, multinational environment.

• Exceptional critical thinking and problem-solving skills, strong leadership and team-building capabilities, advanced proficiency in sales analytics and business intelligence tools, and a deep understanding of global sales operations and standard processes.

• Passion for providing superior customer service and achieving results through others.

• Excellent communication skills both written and verbal.

• The ability to think outside the square.

• Able to handle fast-paced environment and work to tight turnaround times.

• Strong organisational skills and time management capabilities.

• Able to prioritise work.

• Previous experience in a sales/service administration role would be beneficial.

• Process improvement experience desired.

• Excellent digital literacy including Microsoft Office, the ability to learn new concepts and packages as required by the position.

Other Job Requirements:

• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment!

Thermo Fisher Scientific is an EEO/Affirmative Action

• Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.