Head of Operations
OLX Group
Bucharest
‎în urmă cu 17 ore

Head of Operations

We are looking for a Head of Operations to lead our sales and customer experience (CX) teams in Bucharest. The successful candidate needs to be a highly driven professional with an entrepreneurial mindset, excellent analytical skills, a strong interest in commercial strategy and sales and must have a proven track record of successfully leading operational teams.

The candidate needs to be able to work independently on a large variety of topics and interact with multiple stakeholders across the organisation.

He / she will work closely with the Customer Unit Manager (Real Estate) as well as with sales and customer experience team leaders to drive business goals, improve operational efficiency and overall performance, as well as enrich customer experience across the main customer journeys.

Main responsibilities

  • Lead the sales and CX strategy definition process and drive implementation together with functional Team Leads
  • Drive sales budgeting and prepare forecasts together with the sales team lead
  • Drive business expansion into new client segments
  • Analyse sales and customer experience KPIs and identify improvement opportunities and best practices that can be rolled-out across departments
  • Identify customer pain-points across main journeys and design processes and procedures to minimize them
  • Identify unmet or insufficiently addressed customer needs and design solutions to solve them
  • Coordinate multiple stakeholders and drive key sales and CX transformation initiatives
  • Support recruitment and drive talent development, retention and performance management activities for the sales and CX departments
  • Attend meetings with key clients and drive strategic partnership negotiations
  • Your profile

  • 5+ years working experience in a corporate environment on a commercial or customer operations role
  • Strong business know-how and problem-solving abilities
  • Exceptional analytical capabilities and result-orientation / pragmatism
  • Good knowledge of MS Excel for autonomous data analysis and modelling
  • Mental flexibility to successfully work with diverse stakeholders with different levels of seniority
  • Entrepreneurial spirit and ability to take initiative and generate content / business ideas from client interactions and analytical data and transform them into business opportunities
  • Strong communication and influencing skills
  • People management skills and proven ability to grow team leads and individual team members
  • Ability to quickly build relationships and provide coaching to customer-facing teams
  • Fluent in English
  • Change management experience will be highly valued
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