Sales Operations Manager - Surrey / Hybrid

A fast-growing digital agency with teams in the UK and US is seeking a Sales Operations Manager to lead and scale a high-performing chat team. This is a pivotal leadership role focused on driving growth, operational excellence, and team culture.

The successful candidate will report directly to the CEO and play a key role in managing performance, maintaining a healthy Cost-to-Revenue (CTR) ratio, and ensuring smooth communication across teams. This is a hands-on role for someone who thrives in fast-paced, high-stakes environments and is ready to take ownership of both strategy and execution.

Key Responsibilities

Leadership & Team Management

• Provide clear direction and accountability across the team
• Conduct one-on-one meetings, manage progression, and handle disciplinary matters

Operational Strategy & Performance

• Drive sustainable growth through effective planning and forecasting
• Maintain a CTR ratio of <20%

Data & Reporting

• Deliver timely, actionable reporting and analysis to the CEO
• Use data to inform strategy and troubleshoot performance issues

Process & Systems

• Write and refine SOPs to improve efficiency and consistency
• Optimise new and existing systems

Communication & Morale

• Foster a culture of accountability and high morale
• Ensure transparent communication across teams and leadership

Recruitment

• Own the hiring process, including writing job descriptions for new team members

Skills & Experience

• Proven experience in team leadership and management (agency/startup preferred)
• Strong understanding of data and analytics for operational decision-making
• Confident in troubleshooting and solving performance challenges
• Experience with forecasting, planning, and budget management
• Excellent written and verbal communication skills
• Highly organised and capable of managing multiple priorities
• Demonstrated ability to write effective SOPs
• Experience with recruitment and job spec creation is a plus

Benefits

• 28 days paid leave (including public holidays)
• Gym membership with spa and sauna
• Regular team events and trips
• WFH flexibility and personal development budget
• Pension scheme
• All necessary hardware and software provided