Senior Project Operations Manager

Office based with national travel

Job Purpose

• Reporting to the Sales & Marketing Director, the Senior Project Operations Manager is a strategic position responsible for delivering client alignment, strategy, planning, development and implementation of the day-to-day operation of the sales project operations department
• The Senior Project Operations Manager responsibilities will include resource planning and management of the Project Management team to deliver customer programmes, development and initiative projects along with BAU day to day activities
• The Senior Project Operations Manager is responsible for the development and delivery of increased productivity through sales processes, enablement tools and programs
• The role will require to develop internal and external customer relationships across all touch points to support the delivery of our customer service commitment to ensure that we continue to build on our best in class reputation
• Carry out ‘voice of the customer’ surveys across operational touch points and deliver solutions in response to customer feedback and ongoing requirements

Duties and Responsibilities

• Responsible and accountable for developing and executing all aspects of the project from start to finish in a coordinated manner to ensure client maintains the margin expectations by customer
• Manage all customer operational requirements, lead and develop the Project Management team
• Hold regular individual and team meetings with all direct reports to share knowledge and improved ways of working
• Identify and address any gaps in knowledge and deliver ongoing training across the team based on development requirements identified from appraisals and objectives
• Review, document and implement improved operational processes and tools that remove any duplication or complexity to deliver a consistent standardised way of working across all customers in all operational activities that maintain the accuracy and integrity of sales data
• Liaise with the customer and Account Managers to ensure that service levels exceed customer expectations and should any issues arise they are dealt with promptly to ensure minimal impact
• Responsible for specific sites on Time, Cost and Quality for all operational stages of our delivery to the customer
• Liaises internally across all the relevant support functions to ensure information is presented timely and professionally in order for client to deliver to customer timescales to the expected margin requirements
• Identify further sales opportunities across all customers and coordinate with the Account Manager to realise and deliver growth in accordance with the companies strategy and expectations
• Provide support to Account Managers and Installation Manager
• Allocate projects in line with capacity and capability of the Project Management team, including ensuring site presence is managed at customer level at every stage from pre-start through to handover meetings as required by the customer
• Communicate with the Account Management team a work flow tracker detailing a snap shop of projects and progress against delivery
• Manage communication with customer and main contractors at every stage of our delivery
• Ensure a customer satisfaction survey is completed at handover on every project whereby client carries out delivery and installation service
• Execute a seamless handover from the Account Manager to the Project Management team at the point of a secured order thus ensuring that a seamless customer on-boarding experience is achieved, taking over the day to day management of the ongoing customer relationship and project delivery, sharing knowledge and expertise to identify and maximise the ongoing business available
• Work alongside the Account Managers to provide robust, detailed and accurate forecasts (revenue and margin) in line with reporting timetable that are realistic and can withstand scrutiny and challenge
• Work closely with all internal departments and colleagues to build strong, collaborative relationships and a team work approach to ensure voice of the customer and customer experience is clearly understood and delivered
• Continually develop in partnership with internal departments the company’s offering to the marketplace in order that market share and competitive position is grown
• Become the ERP systems expert to offer solutions and simplify procedures and processes
• Demonstrate understanding of, and buy-in to, client’s Vision, Mission and Values by exemplifying the core competencies and behaviours at the appropriate level internally with colleagues, as well as externally with customers, suppliers and other stakeholders

H&S responsibilities

• Ensuring that safe working practices are met and in line with all legislative requirements
• Promote the company’s Health & Safety agenda
• Highlight departmental risks and hazards as identified and inputting to business process changes as appropriate

Competencies and Experience

• Experience of at least 5 years in Senior Project Operations role within a fast-paced and highly competitive environment
• Ability to operate strategically and tactically in a fast-paced environment
• Experience of working across Retail, Brands, Convenience, Distributors and Services (Installation) sectors
• Development of improved processes and implementing change in processes that lead to enhancement of the sales performance of a business
• Experience working with CRM systems leading to increased customer retention and consequently leading to enhancement of sales volumes
• Demonstrable evidence of developing strong and robust relationships with multi contact points within a customer
• Ability to plan, organise, communicate and manage customer relationships in a commercial environment
• Ability to analyse complex data and information, translating the findings into actionable messages, deliverables and presentations
• Implement insights that will lead to the development of effective sales strategies
• Understanding of the current industry legislation and any potential impact that needs to be addressed
• Strong presentation and communication skills that can be clearly evidenced and articulated
• Understanding and knowledge of large organisations and how to ensure effective policy implementation
• Experienced in MS Word, Excel and PowerPoint, which will be necessary in the creation of visually and verbally engaging reports and presentations
• Degree calibre education or equivalent

DNA

• Driven, energetic and professionally ambitious
• Customer and service orientated
• Ability to mentor and develop a team
• Demonstrate calmness and composure in times of uncertainty and inspire the same in the team
• Results driven
• Strong sense of urgency
• A sense of optimism, resilience and perseverance
• Problem solver
• Exceptional time management skills and have an ability to handle multiple simultaneous tasks and meet tight deadlines
• Positive can-do attitude
• Solutions orientated

This Job Description indicates the main responsibilities of the post and is not an exhaustive statement. It may be the subject to review and may be amended from time to time, at which point a revised Job Description will be re-issued.

TO APPLY for the position of Senior Project Operations Manager please fill out the form below or quote SPOM2020 and email your full CV details to us. All personal information is held in the strictest confidence and will not be shared with any organisation without your express permission and consent.