Summary Description:
The Senior Sales Operations Manager is the execution partner for customer accounts, responsible for ensuring seamless delivery of day-to-day business activities across Operations, Supply Chain, Customer Experience, CPFR, Commercialization, Quality, R&D, Finance, and Engineering. This role coordinates all details required to support customers, execute projects, and manage ongoing business needs. This Senior Manager position plays a critical role in organizing information, driving timelines, supporting plant trials, resolving issues quickly, and ensuring that customer requirements are met consistently and accurately. The Sales Operations Manager collaborates closely with Account Managers, providing the operational support needed to deliver high-quality service and commercial reliability & accountability.
Essential Job Functions:Strategic Customer Business Ownership, Coordination & Execution- Serve as the primary internal point of contact for daily execution of customer needs, ensuring commercial readiness and on-time delivery of all commitments.
- Coordinate cross-functionally with Operations, Supply Chain, Planning, R&D, Commercialization, Finance, Quality, Engineering, and Regulatory to manage all required steps of execution.
- Support Account Managers by providing tactical execution support, issue resolution, and detailed operational updates.
- Ensure customer communication is happening related to production status, materials, timelines, and deliverables.
Project & Trial Management- Work with the PMO as a Sales representative to maintain project timelines, track deliverables, and ensure cross-functional readiness for each phase.
- Assist in planning, coordinating, and executing plant trials for new products, formula changes, packaging changes, and operational improvements.
- Track costs associated with trial activities and ensure they are billed back to the customer when appropriate.
- Support documentation, data collection, and follow-up activities associated with trial results and next steps.
Sales Operations Processes Ownership- Support sales reporting by maintaining data accuracy across CRM, SAP, and internal reporting systems. This can include but is not limited to, Pipeline opportunities, CSG, UOM, descriptions, and shelf life.
- Proactive Sales resource to track quality metrics, deductions, aged inventory, and other operational metrics; lead issue-resolution follow-up.
Cross Functional Leadership and Alignment & Continuous Improvement- Proactively identify potential risks in schedule, supply, materials, or quality and coordinate corrective actions.
- Lead weekly customer meetings including cross-functional stakeholder participation.
- Maintain action logs, ensure timely follow-through, and drive cross-functional accountability.
- Participate in continuous improvement efforts to streamline workflows, reduce waste, and enhance customer satisfaction.
Communication & Collaboration- Act as liaison between customers, Account Managers, and plant teams to ensure clear and timely communication.
- Support preparation for customer meetings, QBRs, and internal business reviews with data, reporting, and operational updates.
- Escalate operational risks appropriately and ensure alignment with leadership on mitigation plans.
- Participate in quarterly Sales meetings, annual sales meeting and other business building activities as required
Required Skills and Competences:- Expert-level ability to manage complex, national and global retail customers.
- Strong communication skills - capable of translating customer needs into actionable internal requirements.
- Excellent organizational and project-management skills; able to manage multiple priorities at once.
- Analytical mindset with ability to assess data, identify trends, and support decision-making.
- Ability to build strong working relationships across all levels of the organization.
- Proficiency in Microsoft Office and ERP/CRM systems (SAP experience preferred).
- Ability to make independent decisions, drive alignment, and maintain high level of performance in fast-paced environments.
Education and Experience:
- BA/BS preferred.
- 7-10+ years of experience in CPG sales, sales operations, manufacturing, supply chain, customer service, commercialization, project management or related commercial execution role.
- Experience in project management, sales support, or sales operations is a plus.
Working Conditions:
- Physical Demands- Continuously sitting for prolonged periods, as the job is administrative in nature.
- Visual/Sensory - This position requires attention to detail, requiring attention with one or two senses at a time.
- Work environment - Work and environment fasted paced, requiring ability to remain focused under pressure.
- Mental Stress - There is pronounced pressure from deadlines, project management, accuracy or similar demands.
Travel Requirements:- Travel 10% - 30% to Refresco and customer sites.
Other Duties:- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
Refresco Beverages US Inc. offers the following competitive pay and comprehensive benefits:
- Medical/Dental/Vision Insurance
- Health Savings Accounts and Flexible Spending Accounts
- Life and AD&D Insurance, critical illness, hospital indemnity, and accident insurance
- Short-term disability and long-term disability
- Pet Insurance
- Legal Benefits
- 401(k) Savings Plan with Company Match
- 12 Paid Holidays
- Vacation Days and Paid Sick Time Off Days
- Well-being Benefit
- Discount and Total Reward Programs
