Job Summary

The Sales Operations Manager at Serve First CX is responsible for driving operational excellence across the sales and business development functions. This role ensures the sales team has the right processes, data insights, tools, and performance frameworks to scale client acquisition.

You will play a critical role in improving pipeline efficiency and accuracy, supporting outbound and inbound sales efforts, and enabling leadership to make data-driven decisions that accelerate revenue growth.

Key Responsibilities

1. Sales Process & Pipeline Management

• Design and optimise end-to-end sales processes (lead generation, closing handover)
• Monitor and improve pipeline velocity, conversion rates, and deal progression
• Implement structured sales stages and standardised workflows

2. CRM & Data Management

• Own and manage CRM (HubSpot or equivalent), ensuring pipeline hygiene and data accuracy.
• Take ownership of sales-related tools, including Apollo.
• Enforce CRM usage across SDRs, Account Executives, and leadership.
• Build dashboards for real-time visibility on leads, deals, revenues, and forecasts.

3. Reporting & Insights

• Track key sales metrics such as conversion rates, deal size, and sales cycle length
• Provide weekly and monthly insights to leadership
• Identify trends and opportunities to improve sales performance

4. Forecasting & Revenue Planning

• Support accurate revenue forecasting and pipeline projections
• Identify risks in the pipeline and propose mitigation strategies
• Collaborate with leadership on sales targets and planning

5. Sales Enablement

• Support onboarding of SDRs and Account Executives
• Ensure consistency in sales messaging and positioning

6. Lead Generation & Performance Support

• Track outbound performance (calls, emails, meetings booked)
• Optimise lead qualification criteria and targeting
• Improve handoff processes from marketing to sales

7. Cross-functional Alignment

• Partner with Operations for smooth client onboarding
• Work with Marketing on campaigns and lead quality
• Align with Finance on pricing and profitability
• Key Performance Indicators (KPIs)
• Qualified meetings booked
• Pipeline value and growth rate
• Conversion rates across stages
• Sales cycle time
• Forecast accuracy
• CRM data completeness, adoption, and hygiene.

Qualifications

Experience

• 4–8+ years in Sales Operations or similar role
• Experience supporting outbound sales teams
• Proven track record in process optimisation and reporting

Skills & Competencies

• Strong analytical and reporting skills
• Experience with HubSpot is a mandatory qualification.
• Process-driven and detail-oriented
• Strong communication and stakeholder management
• Commercial awareness

Tools & Systems

• HubSpot, Google Sheets/Excel, Apollo, LinkedIn Sales Navigator

What Success Looks Like in 90 Days

• Structured CRM pipeline with accurate data
• Clear reporting dashboards are used by leadership
• Improved SDR tracking and accountability
• Resolved key bottlenecks in the sales funnel

Why Join Serve First CX

• High-growth company with global clients
• Opportunity to shape and scale the sales function
• Collaborative and performance-driven culture
• Direct impact on revenue and growth