This position is responsible for driving commercial excellence by managing and optimizing the end-to-end sales processes, customer service operations. This role acts as a key business partner to the General Manager, aiming to enhance sales efficiency, ensure high customer satisfaction, and enable scalable growth in China & SEA market.
RESPONSIBILITIES AND DUTIES:
1. Sales Operations & Commercial Excellence
- Lead sales target decomposition, performance tracking, and variance analysis to provide actionable insights that support sales execution and decision-making.
- Build, document, and optimize sales processes, SOPs, and cross-team collaboration mechanisms, identifying bottlenecks and implementing scalable solutions.
- Analyze sales funnel performance, identify growth drivers and bottlenecks, and translate insights into actionable recommendations.
- Drive sales productivity through incentive design, territory management, CRM adoption, and sales enablement programs.
- Own pricing governance and execution, including price list management, discount approval process, and pricing performance analysis.
2. Customer Service Management
- Lead the Customer Service team to establish a proactive, customer-centric culture that supports the sales organization.
- Act as the primary operational bridge between Sales and Supply Chain, ensuring seamless order-to-delivery coordination.
- Define and monitor key performance indicators (e.g., response time, order accuracy, customer satisfaction) to drive continuous improvement.
3. Cross-functional Collaboration & Strategic Support
- Support the GM in formulating commercial strategy by providing data-driven insights and operational assessments.
- Lead the execution of key commercial initiatives once strategic direction is set.
- Serve as the key liaison between Sales/Marketing and Supply Chain, Finance, Product Management, and R&D.
4. Team Leadership & Development
- Build, mentor, and lead an integrated team of sales operations, customer service, and after-sales professionals.
- Foster a culture of continuous improvement, data-driven decision-making, and cross-functional collaboration.
EDUCATION:
- Bachelor’s degree or above in Business, Management, Engineering, Mathematics, Statistics, or related field.
QUALIFICATIONS:
- A minimum of 10 years in Sales Operations, Sales Planning, or equivalent roles with 5+ years in leadership capacity.
- Proven experience in managing multi-functional teams, preferably including customer service and/or technical support functions.
- Demonstrated success in implementing sales processes, CRM systems, and performance metrics to drive business results.
- Strong understanding of B2B sales processes and customer service models.
- Data-driven with strong analytical skills, including proficiency in sales analytics, forecasting, and variance analysis.
- Proficiency with data visualization tools is a plus.
- Hands-on experience with SQL or other data extraction tools for reporting and analysis is a strong plus.
- Excellent stakeholder management and cross-functional collaboration skills.
- Background in industrial manufacturing or B2B environment (e.g., plumbing, HVAC, water solutions) is highly preferred.
- Proficient in business English and Mandarin, with the ability to communicate effectively in a cross-cultural working environment.
MANAGEMENT:
- Lead and manager a team of 6-8 direct reports.
WORK ENVIRONMENT:
- Work in office environment
- Travel frequency: 30%
