Sales Operations Manager, EMEA

About the Role Reporting to the Commercial Director – EMEA, the Sales Operations Manager – EMEA plays a pivotal role in ensuring that the Commercial Team in EMEA achieves its revenue goals through effective stock management, planning, forecasting, and analysis. These are executed both internally with Pixi teams and externally with Customer teams.

Key Responsibilities

Internal – Partnering directly with the Commercial team:

• Establishing product and volume forecasts to achieve monthly, quarterly, and annual sales goals.
• Confirming New Product Line volumes and timing, factoring in sku expansion and NPD listings.
• Creating Seasonal and customer exclusive promotional activity managing necessary volume and timing for each event or promotion.
• Planning and assisting with stock management including product exits during key POG updates.
• Creating and managing a cohesive communication and planning process with the Operations team ensuring that product volumes, timings, and exits are transparently and proactively managed in a thorough manner including all variances to planned activity.
• Providing clear risks and upside opportunities on product availability.
• Ensuring that all appropriate data is monitored and updated in NetSuite and providing customer performance data as required for business updates, reviews, planning, and new customer set up.
• Acting as a cross-functional lead for new customer onboarding and internal commercial planning initiatives including initiating processes that align forecasting, operations, and commercial strategies.

External – Partnering with Customer teams:

• In conjunction with the Commercial team, interfacing directly with Key Accounts including but not limited to Boots, M&S, Sephora, Douglas, and Sainsburys.
• Serving as a senior point of contact for operational and planning matters with Key Accounts, building trust-based relationships that support business growth.
• Responding in a timely manner to all emails sent to the Commercial team inbox.
• Becoming the subject matter expert for all customer portals including new line setups and all necessary troubleshooting.
• Focusing on building contact and partnerships with respective Key Account planning, forecasting, and item set up teams with the goal of securing aligned product flow volume forecasts and timing, promotional volumes and timing, product listing volumes (principally NPD), and product exit management.
• Partnering with the respective Key Account teams to eliminate volume and timing deviations but proactively alerting management to any such variances to plan, both positive and negative.
• Attending key customer review and planning meetings in person as needed and directed by Commercial leadership.

Additional Key Performance Indicators (KPIs):

• Forecast Accuracy - <10% variance against actuals following training.
• Response Time – Both internal and external inquiries are to be answered within 24 at minimum 95% of the time.
• Onboarding Support – Successful ramp-up of any new sales hire within two weeks, as assessed by peer feedback.
• Portal Uptime & Data Integrity – Zero critical errors on retail portals with a maximum of 2 minor ticket escalations per quarter.