Operations Manager, ITAB UK

Why Recruiting:

ITAB UK is is seeking a qualified, hands-on, and energetic person ready for their next career move.

About the Position

The Operations Manager role is an important Management role within the UK Sales Support Team, leading a small but highly-customer focused team with a clear focus on operational delivery and customer experience, working closely alongside a member of the Relationship Sales team (Key Account Manager) to translate new and existing opportunities into reality and right first time delivery.

The Operations Manager is the conduit between the Key Account Manager and the rest of the Business, taking ownership for the delivery and cost management of projects and business activity for our Retail customers.

Leading a small team within the Sales Support function, this role drives the common ways of working and performance of the team through excellent communication, coaching support and ongoing execution of the customers experience of ITAB.

Commercial awareness and customer focus are key, leading each project with a keen attention to detail, anticipating risks and protecting profitability and enhancing margin through constantly improving collaboration and measurement.

Key Responsibilities

• Ownership of all Operational delivery within your customer/s
• Work as the Operational Partner to the Relationship Sales Team (Key Account Manager)
• Translation of opportunities shown on Salesforce into equipment and services activity through ERP software
• Navigate internal stakeholders and business functions to deliver
• Ownership of the ERP order book
• Be the face of ITAB for all customer facing activity linked to Operational delivery
• Protect the margin and profitability of all activity passing through your team
• Communicate effectively with both internal and external stakeholders
• Responsible for the monthly customer invoicing process via the ERP system.
• Equipment call-offs and the matching of sold services and equipment to ERP item level detail

Objectives - Team Management

• Day to day management of the workflow coming into the team and manage the allocation of work across your allocated customer team.

• Hold review meetings with the wider Customer team to ensure all works are accurately forecasted.
• Coach and performance manage the Sales Support team in your direct line, and work closely with other Operations Managers to share best practice and business improvement recommendations.
• Act as the conduit between Relationship Sales and the business operational functions to deliver right first time.
• Be the Customer ambassador for operational delivery, representing ITAB and your team to the very highest standards of work performance.
• Effective and timely communication – internal and external updating progress and anticipating future risk.

• Track progress against the forecast & programmed activity within your customer/s, highlighting trends and slippage and action plan to deliver the required result
• Update succession planning and complete regular appraisals and personal development plans for your members of the Sales Support Team.

Process

• Ensure ERP Order book is accurate with respect to equipment and dates and reflects the true operational intention of the Business
• Monitor and develop working routines and procedures with Sales Support team alongside Purchasing and Production.
• Work closely with the Relationship sales (Key Account Manager) to optimise customer service and project feedback both internally and externally.
• Implement and maintain common ways of working with the Relationship Sales and Operations teams.
• Monitor and report on customer service levels based on the feedback received.
• Ensure ITAB is Health and Safety compliant in line with current regulations.

• Aligned process, procedures and ways of working within your team and department.

Commercial

• Deliver Right First Time through reduction of errors in call-offs, measured against site RFT statistics
• Creating a forecast and plan to communicate and liaise with other functions to ensure the work is planned.
• Implement consistent quote template and terms and conditions used by all team members.

• Protect and enhance margin expectations from all activity linked to the Sales Support processes and track all financial outcomes.
• Raise RFQ (request for quotation) using internal business processes
• Create and issue quotes to the end client for equipment and services according to the client SLA
• Forward planning of stock holding, including advance highlight of future risk and actions.
• Take ownership for stock position with action plans for reduction to maintain target performance levels.
• Ensure there is contract compliance including commercial changes, extras and variations with the end customer.

• To identify any low margin activity and implement plans and actions to remedy for future projects.

• Completion of sales order invoicing at the earliest point to maintain positive cashflow and reduce bottlenecks
• Ensure opportunities for additional revenue are realised
• Maintain focus of Salesforce Activity and ERP order book with recommendations across your customer/s to ensure consistent delivery and communication within Sales Support Team.

Key Competences / Skills

• Leadership ability including, coaching, performance management and succession planning
• An understanding of retail equipment
• Ability to read store plan drawings and translate into equipment lists
• An understanding of basic logistics regarding equipment delivery to retail construction sites
• Ability to collaborate and work cross-functionally
• Be customer facing with all commercial discussions, including escalations and price negotiations as required
• Ability to work within a team and with staff at all levels and with partner organisations, suppliers and clients
• Use initiative to develop new and beneficial working methods
• Be receptive to fast moving, challenging, rapidly changing and expanding operations
• Able to work under pressure in a calm and mature manner
• Ability to multi-task and constantly re-appraise timescales and priorities
• Self-motivated problem solver with the ability to show initiative and develop creative solutions
• Excellent verbal, written, presentation and communication skills, Excellent attention to detail

Qualifications & Experience

• Work experience: Sales order processing in an ERP environment
• Knowledge and experience in managing customer relationships
• Organisation and project controlling skills essential
• Team leadership essential
• Industry experience: Retail and/or commercial project experience (ideally 5 + years)
• Salesforce CRM experience desirable
• Willingness to be flexible with working hours to respond to the needs of the business. Clean driving licence with some travel UK and potential overseas required
  
  

We Offer

• Working within a professional team that fully dedicates itself to a common goal.
• ITAB Values & way of working; ACT – Think Ahead, Think Consumer, Think together. Innovative products and solutions in company striving to contribute for sustainability.

Application and contact

Please note that our applications are handled ongoing throughout the process, and we accept applications via our website.

ITAB UKis part of ITAB Group.

ITAB Group sells, designs, develops, manufactures and installs complete shop concepts for retail chain stores. With our expertise, long-term relations and innovative solutions ITAB is at the forefront as partner in the retail business.

ITAB offers career opportunities in an international workplace.We continuously act and strive together for a sustainable future – for business, people and environment. ITAB as a friendly place to work with good working conditions in an attractive, equal-opportunity, safe and healthy workplace.

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