CONTEXT OF THE ROLE

Head of Country Operations (UK) is a key leadership role responsible for driving operational excellence and efficiency in all campaigns within the United Kingdom geography. This role plays a crucial part in ensuring that the operational teams operate smoothly, effectively, and in alignment with the overall business strategy. Head of Country Operations works closely with campaign leadership, as well as cross-functional teams such as finance, marketing, and customer success, to optimize processes, maximize revenue, and foster a high-performance culture.

PURPOSE OF THE ROLE

1. Strategy and Planning:

• Collaborate with senior leadership to develop and refine the strategy for the UK market.
• Translate the strategy into actionable plans, goals, and metrics for the team.
• Conduct market research and analysis to identify opportunities for growth and improvement.

2. Process Optimization:

• Streamline and optimize processes, from lead generation to deal closure, to enhance efficiency and effectiveness.
• Implement and maintain tools, systems, and technologies to support the process, such as CRM software and automation tools.
• Continuously evaluate and improve methodologies, techniques, and best practices.

3. Performance Management:

• Define key performance indicators (KPIs) and metrics to measure the performance of the team.
• Monitor performance against targets and goals and provide regular reporting and analysis to senior management.
• Identify areas of underperformance and develop strategies to address them, such as training, coaching, or process improvements.

4. Enablement:

• Work closely with enablement teams to provide reps with the tools, resources, and training they need to succeed.
• Develop and deliver training programs on topics such as product knowledge, techniques, and objection handling.
• Ensure that reps have access to up-to-date sales collateral, presentations, and other materials.

5. Cross-Functional Collaboration:

• Collaborate with other departments, such as marketing, finance, and customer success, to ensure alignment and coordination across functions.
• Partner with finance to develop forecasts, budgets, and incentive plans.
• Work with marketing to develop integrated sales and marketing campaigns and initiatives.

6. Analytics and Reporting:

• Analyze data and metrics to identify trends, opportunities, and areas for improvement.
• Generate regular reports and dashboards for senior management on performance, forecasts, and pipeline health.
• Provide insights and recommendations based on data analysis to drive informed decision-making.

7. Leadership and Team Development:

• Lead and manage a team of operations professionals, providing guidance, coaching, and mentorship as needed.
• Foster a culture of continuous learning, collaboration, and accountability within the operations team.
• Recruit, onboard, and develop top talent to build a high-performing operations organization.

QUALIFICATIONS/EDUCATION and EXPERIENCE:

• Bachelor's degree in business administration, sales, marketing, or a related field (master's degree preferred).
• Proven experience in sales/customer service operations, sales/customer service management, or a related role, with a track record of success in driving sales performance and operational efficiency.
• Strong understanding of sales/customer service processes, methodologies, and best practices.
• Experience with CRM systems (e.g., Salesforce), automation tools, and other technologies.
• Excellent analytical and problem-solving skills, with the ability to analyze complex data sets and derive actionable insights.
• Strong leadership and management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across functions and levels of the organization.
• Strategic thinking and business acumen, with the ability to translate business goals into actionable plans and initiatives.
• Results-oriented mindset, with a focus on driving measurable outcomes and achieving targets.

CORE SKILLS AND COMPETENCIES

• Self-Management & Accountability: Operates autonomously, takes ownership of outcomes and acts with full accountability for the success of the business unit.
• Leadership: Inspires and motivates teams, drives performance, and reinforces organisational culture.
• Strategic Thinking & Planning: Translates strategy into actionable plans, anticipates challenges, and delivers results.
• Influence & Collaboration: Builds strong relationships, aligns stakeholders at all levels, and fosters cross-functional teamwork.
• Financial & Analytical Acumen: Manages budgets, interprets data, and uses insights to drive informed decisions.
• Problem Solving & Decision Making: Resolves complex issues, applies sound judgment, and learns from outcomes.
• Communication: Communicates clearly, persuasively, and professionally with internal and external stakeholders.
• Adaptability & Innovation: Thrives in dynamic environments, embraces change, and develops creative solutions.