Head of Operations - Sales Funnel Improvement

Responsibilities:

• Form a clear view of how our customers behave through the purchase journey and interact with us at different touchpoints
• Identify weaknesses and make recommendations for changes in operations across the teams to make this customer journey more efficient and effective
• Provide actionable insights from commercial analysis and data-modelling to help teams around the company deliver improved results
• Develop daily, weekly, monthly and quarterly KPI reports
• Set out a clear, numbers-backed strategy to improve business performance
• Create specific, controllable tactics / plans to deliver against this strategy
• Prioritise these plans according to business need and deliver them
• Develop operational routes to direct customers into the right product
• Source, tender, and onboard 3^rd party suppliers across a range of operational requirements (dialers, document solutions, case management systems, customer service interfaces, etc)
• Drive productivity by simplifying and automating processes
• Set and drive adherence to the customer journey processes

Requirements:

• A talented operations professional with relevant experience in a similar position - ideally a performance-led sales and progression environment - able to clearly and concisely communicate insights and recommendations to a range of people
• A hands-on problem-solver who can spot opportunity and make it happen
• Able to analyse customer behavior through our Salesforce and estate agency systems with a demonstrable track record of add business value
• Able to work with team members and bring them onside during periods of change
• Excellent communicator with strong presentation skills (both written and verbal)
• Autonomous and tenacious - be able to set own direction and define future requirements for operations
• Adept at working alongside specialist colleagues across a wide range of departments
• Personable and diplomatic, but willing to promote and defend own views
• Strong work ethic, willingness to go above and beyond
• Experience of dialers, case management systems, Salesforce, document solutions and rostering / appointing 3^rd party suppliers
• Track record of meeting challenging commercial targets
• UK experience essential