Senior Manager - Sales Operations

Overview

The Sr. Manager, Sales Operations is responsible for developing, implementing and managing the sales operations business strategy to provide an excellent sales experience for our customers. The job holder will provide leadership and expertise to deliver efficient and focused sales operations strategies, in order to achieve the Company’s strategy, growth and profit objectives. All while, exemplifying CPI Vales of: Do the Right Thing, Strive for Excellence, Stay Curious and Be a Great Partner.

Responsibilities

Customer Experience:

• Partner with marketing to provide a customer focused experience across all projects and a smooth transition from sales to implementations to customer service.
• Work with key internal resources to develop and manage the Customer Advisory Board and Customer User Group(s).
• Conduct detailed analysis of the customer experience at all customer touch points within CPI through customer experience mapping.
• Map the existing customer experience and identify experience gaps.  
• Identify customer experience improvements proposed initiatives for approval by Customer Advisory Board and User Group.
• Define and develop a customer experience management framework to accurately collate customer feedback.  
• Manage Customer Satisfaction Survey results reporting and action items.
• Define and develop a process to measure a customer’s likelihood to serve as a reference and/or refer business to CPI.
• Implement appropriate customer experience measurement solution and manage the outputs.
• Define and maintain a clear Customer Communication Strategy which takes account of customer categorization.
• Monitor and report back regularly on the changing needs and requirements of the market.
• Represent the Customer Experience Department on identified approved projects.

Sales Process Improvement:

• Proactively identify opportunities for sales process improvement. 
• Work closely with sales leadership to inspect sales process quality and prioritize opportunities for improvement.
• Assist sales leadership in understanding process bottlenecks and inconsistencies.
• Facilitates an organization of continuous process improvement.
• Develops an efficient process for identifying cross-sell/whitespace opportunities.
• Assist with development of an enterprise account management team which will provide the day-to-day support to select, strategic and global customers.

Sales Incentive Plan and Sales Analytics: 

• Manage sales incentive compensation plan in conjunction with compensation and human resources.
• Consolidate monthly sales incentive data for SIP (Sales Incentive) calculations.
• Responsible for keeping sales dashboards current to help sales team drive their book of business and have clear line of site to sales goals/targets against current performance. 
• Own and develop a process for results reporting and measurement, forecasting of revenues and reporting of performance and sales-oriented analytics.

RFP Process:

• Identify an RFP creative writer and project manager to develop and lead proposal response management; Oversee RFP responses; Support the sales team with client calls and meetings to discuss proposals. 
• Ensure necessary documents, agreements (annual or ongoing), and contracts are properly in place for corporate compliance requirements and reflect current marketing brand standards.

May be required to take on additional tasks and special assignments as determined by Chief Commercial Officer

Qualifications

Requirements:

• Bachelor’s degree in sales, marketing, accounting, computer science or related field.
• Ten plus years’ experience, with at least five years’ experience in a direct sales operations management role.

Qualifications:

• Strong leadership skills, with the ability to collaborate and build strong cross-functional relationships.  
• Excellent ability to communicate in both written and verbal form to collaborate with all stakeholders, and to be able to effectively provide written documentation of processes and procedures
• Strong analytical aptitude with ability to analyze, compare and interpret facts and figures

Decision Making Level/Position Latitude:

• Ability to make recommendations around strategic initiatives. 
• Ability to execute project based and tactical activities and initiatives. 

Position Scope:

Direct report(s) include Sales Analyst.

Physical Demand:

• Work is primarily conducted sitting in a remote office environment and occasionally requires bending and stooping to observe systems and/or equipment
• Position may require up to 10% travel 

Company Overview:

CPI Card Group® is a payment technology company and leading provider of credit, debit and prepaid solutions delivered physically, digitally and on-demand. CPI helps our customers foster connections and build their brands through innovative and reliable solutions, including financial payment cards, personalization and fulfillment, and Software-as-a-Service (SaaS) instant issuance.   Learn more at www.cpicardgroup.com.

Benefits:Competitive pay rates and an inclusive, empowering and rewarding culture.Solid benefits package including Medical, Dental, Vision, Long Term Disability, Short Term Disability, Life Insurance, Accident Insurance, Critical Illness Insurance, FSA, HSA, Vacation and Holiday Pay, Tuition Reimbursement and 401(k) with a competitive company match percentage.

CPI is an Equal Opportunity Employer, including disability/vets. A complete background including drug screen is contingent upon hire.