Job Description

This position is responsible for driving commercial excellence by managing and optimizing the end-to-end sales processes, customer service operations. This role acts as a key business partner to the General Manager, aiming to enhance sales efficiency, ensure high customer satisfaction, and enable scalable growth in China & SEA market.

RESPONSIBILITIES AND DUTIES:

1. Sales Operations & Commercial Excellence

• Lead sales target decomposition, performance tracking, and variance analysis to provide actionable insights that support sales execution and decision-making.
• Build, document, and optimize sales processes, SOPs, and cross-team collaboration mechanisms, identifying bottlenecks and implementing scalable solutions.
• Analyze sales funnel performance, identify growth drivers and bottlenecks, and translate insights into actionable recommendations.
• Drive sales productivity through incentive design, territory management, CRM adoption, and sales enablement programs.
• Own pricing governance and execution, including price list management, discount approval process, and pricing performance analysis.

1. Customer Service Management

• Lead the Customer Service team to establish a proactive, customer-centric culture that supports the sales organization.
• Act as the primary operational bridge between Sales and Supply Chain, ensuring seamless order-to-delivery coordination.
• Define and monitor key performance indicators (e.g., response time, order accuracy, customer satisfaction) to drive continuous improvement.

1. Cross-functional Collaboration & Strategic Support

• Support the GM in formulating commercial strategy by providing data-driven insights and operational assessments.
• Lead the execution of key commercial initiatives once strategic direction is set.
• Serve as the key liaison between Sales/Marketing and Supply Chain, Finance, Product Management, and R&D.

1. Team Leadership & Development

• Build, mentor, and lead an integrated team of sales operations, customer service, and after-sales professionals.
• Foster a culture of continuous improvement, data-driven decision-making, and cross-functional collaboration.

EDUCATION:

• Bachelor’s degree or above in Business, Management, Engineering, Mathematics, Statistics, or related field.

QUALIFICATIONS:

• A minimum of 10 years in Sales Operations, Sales Planning, or equivalent roles with 5+ years in leadership capacity.
• Proven experience in managing multi-functional teams, preferably including customer service and/or technical support functions.
• Demonstrated success in implementing sales processes, CRM systems, and performance metrics to drive business results.
• Strong understanding of B2B sales processes and customer service models.
• Data-driven with strong analytical skills, including proficiency in sales analytics, forecasting, and variance analysis.
• Proficiency with data visualization tools is a plus.
• Hands-on experience with SQL or other data extraction tools for reporting and analysis is a strong plus.
• Excellent stakeholder management and cross-functional collaboration skills.
• Background in industrial manufacturing or B2B environment (e.g., plumbing, HVAC, water solutions) is highly preferred.
• Proficient in business English and Mandarin, with the ability to communicate effectively in a cross-cultural working environment.

MANAGEMENT:

• Lead and manager a team of 6-8 direct reports.

WORK ENVIRONMENT:

• Work in office environment
• Travel frequency: 30%