Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters.
To be the driving force behind the world’s most meaningful customer experiences.
Together, we focus on delivering solutions that create relevant and personalized interactions.
Empowerment, Passion, Inspiration, Community. “Be epic. Together”
The purpose of the VP of Sales & Operations role:
The objective of this role is to assume ownership for overall P&L of Mail Related Rolutions (MRS) DACH-IT (DACH & Italy region). The VP of Sales & Operations is responsible for short and mid-term planning of growth for MRS DACH-IT and for building and developing a consistent high-performance sales, pre-sales and services team, a significantly scale business in the DACH-IT market and for growing customer reference base to drive strong brand recognition of Quadient Mail related solutions (MRS) in DACH-IT territory.
Together with the team, he/she will maintain strong customer retention goals for Quadient customers/partners and drive the partner strategy to support the achievement of financial goals and Customer project delivery.
A continuous adjustment of the cost base to the current market conditions will be important to keep a strong EBIT ratio.
The VP of Sales & Operations MRS DACH-IT reports to the COO DACH-IT or his/her delegate.
This role will be part of the DACH-IT Executive team and as such will be expected to contribute to the overall success of the organization as a whole.
The VP of Sales & Operations is entrusted with the following tasks:
o Collaborates with the MRS Customer Solution Organisation (CSO) & Operation’s management to define and communicate goals and objectives to his/her team and to develop strategies for achieving these objectives
o Works with the Business Line and Operation management to create annual sales, maintenance and services plans that support the strategic direction set by the Business Line; submits annual plans to the Operation’s management for approval
o Provides strong sales management/leadership with regular face to face contact with customers and sales teams
o Works closely with the sales, telesales, sales enablement, and product specialist teams to implement and develop Quadient sales methodology, to drive activity, opportunity management, synergy engagement, development, and training
o Accompany the digitalization of our customers by implementing our Business Process solutions
o Develops incremental sales and drive new customers’ acquisition
o In collaboration with the CSO team, introduces new MRS products
o Ensures that all sales and services activity is accurately captured and managed in salesforce.com in a timely manner
o Promotes a culture that reflects Quadient’s values, encourages good performance, and rewards productivity
o Manages the human resources of the department according to authorized personnel policies and procedures that fully conform to current laws and regulations
o Evaluates sales, product specialists, telesales and service staff’s performance on a regular basis and ensures the delivery of the individual and sales team's plan(s)
o Ensures that high levels of customer satisfaction are maintained at all times in line with customer satisfaction targets and net promoter targets for the given operation and business line.
Services and Customer Service Management
o In charge of the Service P&L, ensuring billable utilization targets are met and the MRS service portfolio is developed
o Makes sure that the Service team is supporting the sales cycle through scoping and approval of engagements, Executive-level prospect meetings and Solution reviews
o Ensures the team is trained and UpToDate on the latest Products & Software releases and Technology
o Supervises the implementation of Services best practices to improve service delivery
o Ensures that the right services and customer teams are in place in the region to best serve customers’ needs and increase customer satisfaction
o Ensures that the department delivers profitable growth in all aspects of the business
o Manages sales, telesales, product specialist and service staff to achieve financial commitments and targets
o Manages resources within budget guidelines according to current laws and regulations
o Builds up business plans for new operational initiatives in collaboration with Finance / CSO
o Responsible for the recruitment, development and evolution of a high-performance team
o Co-ordinates development and training of sales, telesales, product specialists, services employees together with the HR department
o Responsible for development initiatives, performance plans, skills matrix, and annual appraisals for each department’s employee
o Creating a team culture of sharing
Local marketing and PR
o Works closely with local Field marketing to ensure that content and programs support the achievement of financial objectives
o Supports global demand generation initiatives in collaboration with the Marketing locally
o Serves as the primary spokesperson and representative for MRS within DACH-IT
o Assures that the MRS department, the programs, and services are consistently presented in a strong, positive image within Quadient and to customers
o Acts as a liaison between the MRS department and the wider Quadient community, building relationships with peer organisations when appropriate
Your Skills, Experience & Qualifications
- 10 years + experience of sales management or services management experience in a similar industry, hardware, consumable, printers, leasing. Software SMB. SAAS knowledge is a plus.
- Strong experience in Sales and Operations with cross functional management experience and industry relationships
- Able to act as an entrepreneur. Driven, show initiative, being an inspiring and charismatic leader to effectively lead, develop and inspire a high performing team through change
- Strong interpersonal skills both internally and externally with customers.
- Strong decision-making capabilities and results oriented
- Able to create a dynamic and open company culture based on Quadient’s values
- Willing to travel
- Strong oral and written communication skills, effective presentation skills
- Fluent in English