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

Serve First CX

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