Manager, Customer Operations NAM

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For over almost 60 years, our solutions have enabled impactful connections between some of the world’s leading brands and their customers. And while we’ve already done a lot of work we’re proud of, we’re just getting started!

We’re a global technology company focused on creating dynamic, smart, personalized and engaging customer experiences powered by our range of digital hardware, our proprietary content management system and our industry leading signage solutions. (For example: If you’ve ordered in-store or in the drive-thru at McDonald’s somewhere in the world in the last few years, chances are you’ve interacted with our digital solutions.) We work in over 50 global markets and have 9 offices around the world, with a global headquarters proudly located in our founding home of Sydney, Australia.

Coates Group has the values of a family-owned business and the innovative spirit of a start-up, both which fuel our purpose – Creating Connections. Empowering Partnerships. Always Evolving. Through hard work, dedication and creativity, we’ve become industry leaders who have won awards and set records while remaining focused on continual growth and evolution. We are a 2x Australia Good Design Award winner and successfully completed the largest hardware deployment in Quick Service Restaurant history.

We are curious, charismatic, authentic and we value and leverage the diversity of our crew. We are imaginers, kindness enthusiasts, experts, creators, thinkers, challengers, collaborators and over-achievers. And together, as a Crew, we are revolutionizing the way the world’s leading brands leverage technology to drive the best customer experiences.

The Manager, Customer Operations NAM assumes a strategic role overseeing customer Enrollment and sales order creation processes. From initiating customer order intake for various programs, the primary focus of this managerial position is to drive continuous improvement across operational processes, ensuring enhanced system integrity within customer master data, quotations, and sales order conversion.

In collaboration with the global shared services team, the Manager works towards standardizing and automating operational procedures. This strategic approach enables the agile scaling of customer sales operations in the US market, emphasizing an improved customer onboarding experience. Operating in a dual-facing capacity, this role involves both internal and client interactions, placing significant emphasis on customer service and client engagement.

With a commitment to accuracy and timely maintenance of all order management data in the ERP system, the Manager plays a crucial role in defining clear services for customers. Success in this position is measured by key performance indicators related to customer satisfaction, underscored by a dedication to excellence in service delivery.

Reporting directly to the Director of Sales Operations, the Manager not only spearheads tactical plans to convert sales quotations into a robust revenue pipeline but also manages a team with two direct reports. In line with the company's growth trajectory, the Manager will play a pivotal role in building and developing the team as we scale, ensuring continued success in achieving revenue forecasts and operational excellence.

Responsibilities:

· Manage end-to-end sales intake processes for US business.

· Develop and document Enrollment to sales order conversion process.

· Conduct monthly knowledge-sharing sessions for process improvement.

· Accountable for the "Initiate phase" of the sales order process.

· Ensure accurate demand to support supply chain and deployment.

· Collaborate with sales ops for accurate customer data and issue resolution.

· Address customer inquiries, escalations, and manage the order funnel.

· Work with supply chain & AMs for quotation templates and approvals.

· Serve as the primary contact for an exceptional customer experience.

· Collaborate on call scripts, educate frontline employees, and ensure intake efficiency.

Shared Accountabilities:

· Collaborate with account managers to ensure the order intake pipeline is on target to deliver revenue objectives

· Partner with order management & deployment teams to ensure all data in sales orders is accurate for handover

· With deployment teams, ensure the requested install date is achievable at time of quote acceptance, if not, communicate to FEE the expectation before conversion to sales order

· Work closely with the supply chain team to ensure inventory is available to deliver on customers required ‘first promise’ date

· Where there are invoicing discrepancies work with finance to determine breakdown and remedies to fix

· With Sales Ops & Account Management teams, drive process automation and best practice advocacy programs to improve the Coates relationship with the customer brand

KPI’s:

· Enrolments converted to sales quotes 48 hours 95% on time

· Quotes converted to sales orders