Sales & Marketing Operations Manager

Job Description

Position: Sales & Marketing Operations Manager

Department: Sales & Marketing
Reports To: Chief Commercial Officer (CCO) / Chief Executive Officer (CEO)
Employment Type: Full-Time
Location: Addis Ababa, Ethiopia

Job Summary

The Sales & Marketing Operations Manager is responsible for planning, coordinating, and optimizing the organization's sales and marketing operations to achieve business growth. The role ensures efficient sales processes, supports marketing campaigns, monitors performance, manages CRM systems, prepares reports, and collaborates with cross-functional teams to improve customer acquisition, retention, and revenue generation.

Key Responsibilities

Sales Operations

• Develop and implement sales operational strategies to achieve revenue targets.
• Monitor daily, weekly, and monthly sales performance.
• Manage sales pipelines and ensure opportunities are properly tracked.
• Develop sales forecasts and performance reports.
• Coordinate sales planning, territory allocation, and target setting.
• Ensure CRM data accuracy and proper utilization by the sales team.
• Support sales teams with proposals, quotations, and operational processes.
• Analyze sales trends and recommend improvements.

Marketing Operations

• Plan, coordinate, and monitor marketing campaigns.
• Measure campaign effectiveness and ROI.
• Coordinate digital marketing, branding, events, and promotional activities.
• Work closely with the marketing team to generate qualified leads.
• Ensure consistent brand messaging across all communication channels.
• Monitor competitors and market trends.

Business Analysis & Reporting

• Prepare periodic sales and marketing performance reports.
• Analyze KPIs and recommend corrective actions.
• Develop dashboards for management decision-making.
• Conduct market research and customer analysis.

Process Improvement

• Design and improve sales and marketing workflows.
• Implement best practices and automation tools.
• Improve lead management and customer journey processes.
• Ensure compliance with company policies and procedures.

Team Leadership

• Supervise Sales Operations and Marketing support staff.
• Coach and mentor team members.
• Set departmental objectives and monitor performance.
• Facilitate collaboration between Sales, Marketing, Product, Finance, and Customer Support teams.

Customer Relationship Management

• Improve customer experience and satisfaction.
• Monitor customer feedback and recommend improvements.
• Support key customer engagement initiatives.
• Ensure timely follow-up on sales opportunities.

Budget & Resource Management

• Assist in preparing departmental budgets.
• Monitor marketing expenditures.
• Ensure efficient utilization of resources.

Key Performance Indicators (KPIs)

• Sales Revenue Achievement (%)
• Lead Conversion Rate
• Sales Pipeline Growth
• Customer Acquisition Rate
• Customer Retention Rate
• Marketing Campaign ROI
• Lead Response Time
• CRM Data Accuracy
• Forecast Accuracy
• Customer Satisfaction (CSAT)
• Sales Target Achievement
• Cost per Lead (CPL)

Technical Competencies

• CRM Systems
• Microsoft Office Suite
• Power BI / Tableau
• Google Analytics
• Marketing Automation Tools
• ERP Systems (Odoo is an advantage)

Behavioral Competencies

• Leadership
• Strategic Thinking
• Analytical Thinking
• Problem Solving
• Decision Making
• Teamwork
• Accountability
• Innovation
• Communication
• Results Orientation
• Adaptability

Working Relationships

Internal

• Executive Management
• Sales Team
• Marketing Team
• Finance Department
• Product & Technology Teams
• Customer Support
• Human Resources

External

• Customers
• Business Partners
• Vendors
• Advertising Agencies
• Media Partners

Authority

• Approve sales and marketing operational activities within delegated authority.
• Recommend process improvements and sales strategies.
• Allocate departmental operational resources.
• Review sales forecasts and performance reports.
• Supervise assigned team members.

Success Profile

A successful Sales & Marketing Operations Manager consistently improves sales efficiency, enhances marketing effectiveness, maintains accurate business data, supports revenue growth, strengthens customer relationships, and enables informed decision-making through reliable reporting and operational excellence.