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.
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
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