Head of Sales Operations

**_Head of Sales Operations & Customer Experience_**

The Head of Sales Operations & Customer Experience (CX) is a senior leadership role in our business, responsible for shaping and driving company's overall sales process & customer experience strategy. This person ensures that the company delivers a seamless, positive, and consistent experience across all customer touchpoints while developing and implementing strategies to optimize the efficiency and effectiveness of the overall sales processes and systems. It is a strategic role supporting the sales organisation to drive continuous improvement and will identify operational gaps and improve salesforce productivity.

It is incumbent upon the head of Sales Operations & CX to establish quality, accuracy and consistency of the Sales and Customer Experience KPIs reporting and monitoring.

**Principal Accountabilities**:
**Strategic planning and implementation**
- Define the overall CX strategy aligned with the company's goals and vision.
- Partner with the sales leadership to develop and implement sales strategies and processes to increase sales efficiency.
- Work closely with sales leadership to define the optimal performance measurements required to ensure sales success.
- Identify and prioritise key areas for improvement within the sales process, ensuring a customer-centric approach.
- Align reporting and training priorities. Regularly report CX metrics and insights to the C-suite and stakeholders.

**Customer Journey & Sales Process Mapping and Optimization**:

- Identify opportunities for improvement in the customer journey stages through excellent understanding of the journey and sales processes.
- Streamline sales processes to align and find synergies with other functions.

**Sales & Customer Experience Technology and Analytics**:

- Lead on customer experience goals, KPIs, and metrics to measure success.
- Oversee collection and analysis of customer feedback, surveys, and data to understand customer needs, behaviour, and satisfaction.
- Work closely with stakeholders to drive the sales technology strategy and roadmap and responsible for technology within the sales process, ensuring smooth integration and adoption of sales systems and tools.
- Coordinate with sales leadership and other stakeholders to lead efficient and accurate sales analytics initiatives. Develop new sales analytics tools where required.
- Work closely with Head of Sales to design and establish a sales force training plan focused on developing and reinforcing critical sales competencies and professional development.

**Leadership Responsibilities**
- Lead a high-performing sales & CX area providing insight to latest CX trends, tools, and technologies.
- Foster a culture of continuous process improvement using both quantitative and qualitative insights to iterate on customer interactions.
- Work closely with Head of Sales to design and establish a sales force training plan focused on developing and reinforcing critical sales competencies and professional development within the organization.

**NO RECRUITMENT AGENCIES PLEASE.**

**About Victrex**

With over 40 years‘ experience, we are developing world leading solutions with PEEK and PAEK-based polymers and selected semi-finished and finished parts which enable environmental and societal benefit for our customers and our markets and drive value for our shareholders

**Vision and culture**

At Victrex we have a clear purpose: to bring transformational and sustainable solutions which address world material challenges every day.

This underpins our core values; passion, innovation and performance which are at the heart of our business.

Our culture is shaped by how we work together, driving for results with a focus on customers, continuous improvement and doing the right thing. Our values, passion, innovation, and performance are at the heart of our business, and we value and recognise how every employee plays an important role in enabling us to deliver our growth strategy.

Sustainability is core to our strategy. We are committed to reducing our environmental footprint while supporting society through our sustainable products and making a positive impact on our local communities. We have recently become winners of the prestigious Ecovadis Silver Award, which is a universal acknowledgement of our sustainability rating as being in the top 5% of over 75,000 companies. We are also proud to be recognised as a ‘Disability Confident’ employer.

**sections of the community.**

**Please talk to us about flexible working.