Director, Sales Operations

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Position Overview

The Director, Sales Operations — DACH is a senior leadership role responsible for the operational effectiveness, productivity, and go-to-market efficiency of Mitel's sales organization across Germany, Austria, and Switzerland. The role sits at the intersection of strategy and execution, partnering directly with DACH Sales Leadership to drive performance through world-class processes, data-driven insight, and operational rigor.

Reporting to the Group Director, Sales Operations International, the Director will lead a dedicated DACH Sales Operations team and work in close partnership with cross-functional stakeholders across Finance, HR, Marketing, IT, and the global Revenue Operations function. This is a high-visibility role with direct impact on revenue, growth, and organizational effectiveness across one of Mitel's most strategically important regions.

Job Responsibilities

1. Sales Planning, Forecasting & Quota Management

• Lead sales forecasting, planning, and budgeting processes across the DACH region, ensuring accuracy, consistency, and strategic alignment with global Revenue Operations standards

• Design and own the equitable allocation of sales quotas across all DACH channels and resources, ensuring every team member is set up to succeed and all objectives are assigned on time

• Proactively monitor planning quality and process consistency; coordinate planning activities with Finance, HR, and global Sales Operations as required

• Attend and actively contribute to ELT forecast reviews, bi-weekly regional forecast reviews, and Close the Gap sessions, providing data-driven analysis and actionable recommendations

• Responsible for theatre communications within the DACH sales organisation on process, programmes, and initiatives

2. Go-to-Market Coverage & Territory Optimisation

• Design and optimise go-to-market coverage models across the DACH region, ensuring the right sales resources are deployed against the highest-value market opportunities

• Lead account segmentation initiatives — analysing firmographic, revenue, and growth-potential data to classify accounts and align them to the most effective sales motions

• Own sales representative and channel assignment frameworks, balancing workload, market potential, and specialisation to maximise revenue per head and overall regional ROI

• Partner with Sales Leadership and Finance to model territory design scenarios, simulate revenue impact, and make data-driven recommendations on coverage changes

• Continuously monitor coverage efficiency metrics including whitespace analysis, account penetration rates, and capacity utilisation to identify and act on growth opportunities

3. Channel Integrity & Direct/Partner Segregation

• Define, document, and enforce clear rules of engagement between Mitel's direct sales force and channel partners, ensuring unambiguous account ownership and minimising conflict across DACH

• Own and maintain the account segmentation framework that determines which accounts are served direct versus through channel, based on criteria including account size, strategic value, geography, and partner capability

• Establish and govern escalation and arbitration processes for channel conflict, acting as the neutral arbiter when direct and partner routes overlap or compete for the same opportunity

• Work with Sales Leadership and Channel Management to implement systematic account tagging and CRM controls that enforce segregation policies and provide full visibility into coverage boundaries

• Conduct regular audits of direct and partner account assignments to detect and resolve boundary violations, ensuring compliance with Mitel's channel programme terms

• Partner with Legal, Finance, and Channel Programme teams to ensure compensation and incentive structures reinforce the segregation between direct and indirect sales motions

4. Process Excellence & Continuous Improvement

• Proactively identify and eliminate bottlenecks in the sales process, fostering a culture of continuous improvement and operational rigour across DACH

• Lead process definition and documentation for DACH Sales Operations, including approval policies, PreSales workflows, and Service processes — developing Business Requirement Documents (BRDs) and ensuring cross-functional alignment

• Facilitate cross-departmental workshops to define, align, and continuously improve Sales Operations processes in collaboration with Finance, Legal, HR, and IT

• Working with Sales Leaders and Marketing, implement internal sales SPIFFs and Partner Rewards programmes, managing the delivery tools

• Own and deliver process training programmes for Sales, PreSales, and Sales Management teams across DACH — preparing materials, conducting sessions, and monitoring adoption

5. Technology, Reporting & Business Intelligence

• Own the deployment and optimisation of enabling technologies including CRM across the DACH region — ensuring data integrity, compliance with global standards, and maximum ROI from Mitel's technology investments

• Monitor the accuracy and efficient distribution of sales reports and intelligence essential to the DACH sales organisation; recommend revisions to existing reports or develop new reporting tools as needed

• Build and maintain a suite of dashboards and reports that give DACH Sales Leadership the intelligence needed to make fast, well-informed decisions

• Participate in DACH Sales & Operations Planning (S&OP) calls, providing Sales data and CRM insights to inform supply chain and inventory planning

• Coordinate CRM data and process alignment with the DACH Marketing team to support campaign execution, pipeline generation, and lead management

6. Deal Desk Oversight & Bid Approval Management

• Provide leadership and strategic oversight of the DACH Sales Deal Desk — ensuring accurate Named Account checks, partner certification verification, competitive analysis, and deal matrix generation for the indirect channel pipeline

• Govern the Bid Approval Management process for the DACH region, overseeing Executive Deal Reviews (Level 1), coordinating approvals in Salesforce, and maintaining thorough documentation and filing of all bid decisions

• Define and continuously refine Deal Desk processes and rules of engagement, managing escalations and ensuring cooperation between direct sales, channel teams, and deal desk resources

• Conduct Named Account list reviews on a regular basis, ensuring accurate maintenance and alignment with agreed direct/indirect coverage boundaries

7. Sales Incentive Compensation

• Provide input to senior leadership in the development and administration of sales incentive compensation programmes for the DACH region

• Working with Finance, HR, and the global Revenue Operations team, provide assistance with sales incentive compensation administration — including arbitration and clarification of compensation policy application

• Ensure compensation and incentive structures are aligned to reinforce go-to-market strategy and channel segregation objectives

8. Governance, Management Support & Cross-Functional Collaboration

• Support the DACH leadership team in Risk Control Board activities, audit processes, and governance obligations — acting as the Sales Operations representative in regional management forums

• Act as a key liaison between DACH Sales management and global Revenue Operations/Sales Operations leadership, ensuring regional priorities are well represented and global programmes are effectively localised

• Partner with the Service organisation on sales campaign coordination and deliver ad-hoc CRM-based sales reports to support Service planning activities

• Direct and support the consistent implementation of company initiatives across the DACH sales organisation

• Build peer support and strong internal relationships with key management personnel across Finance, Marketing, HR, Legal, and IT

Accountabilities & Performance Measures

• Achievement of sales, profit, and strategic objectives for the DACH business unit

• On-time and accurate implementation of sales organisation quotas and performance objectives across DACH

• Thorough and effective implementation of all sales organisation-impacting initiatives

• Efficient allocation and adoption of technology, support, and training resources across the DACH sales organisation

• Accurate and timely reporting essential for DACH sales organisation effectiveness

• Deal Desk and Bid Approval processes operating with full compliance, clear audit trails, and measurable impact on deal win rates

• Named Account lists maintained accurately and reviewed regularly, reflecting agreed direct/indirect coverage boundaries

• CSAT results across the DACH region analysed, communicated to leadership, and actively used to drive service and sales improvement

• Achievement of strategic objectives defined by company and regional management

Organisational Alignment

• Reports to the Group Director, Sales Operations International

• Directly manages a support team comprising Sales Operations Managers, Coordinators, Administrative Specialists, Analysts, and CRM Developers

• Directs the support of sales specialists, implementation resources, service resources, and other sales and management personnel as needed, coordinating with the appropriate management-level supervisors

• Fosters close, cooperative relationships with peer leaders, DACH sales management, and sales and support personnel

• Works in close alignment with the global Revenue Operations function, Finance, HR, Marketing, Legal, and IT

Qualifications & Experience

• Bachelor's degree from an accredited institution, or equivalent professional experience (5+ years in B2B sales, sales operations, or sales management)

• Proven track record leading analytically complex Sales Operations or Revenue Operations initiatives with demonstrable business impact

• Deep expertise in CRM platforms (Salesforce preferred), sales analytics, and operational tooling

• Strong experience in quota design, territory modelling, and go-to-market coverage optimisation

• Experience managing or overseeing formal bid and deal approval processes in an enterprise B2B environment

• Demonstrated ability to manage channel partner relationships and enforce rules of engagement in a direct/indirect sales model

• Exceptional communication and stakeholder management skills — able to influence and present confidently at all organisational levels

• Deep understanding of the DACH business landscape, commercial culture, and regulatory environment

• Fluency in German and English (written and spoken) — additional language skills in French or Italian are a plus

• Experience working in a matrixed, international organisation; prior experience in UCaaS, CCaaS, or enterprise technology is a strong advantage

• PC proficiency; strong skills in Excel, PowerPoint, and BI/analytics tools

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Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.