B2B Operations Lead is responsible for establishing new business process frameworks and operational enhancements in three key areas: technology, customer journey and CRM management, to support the growth and expansion of the 2U Enterprise Sales Division.
The Enterprise Sales process is complex and different to the B2C sales & marketing approach implemented by 2U. S/he will critically and objectively review all existing systems and processes in use by the B2B team and then strategise, redefine, develop, and overhaul B2B processes by leveraging current systems. To scale effectively the B2B Operations Lead will guide the development of two distinct B2B product enhancements (Pay as you learn and 2U Learning Tokens) to empower the B2B division in achieving its revenue growth goals in a hyper growth environment with a predominant B2C focus. These products and systems will require enhancements to meet the growing short course business requirements in which case the B2B Operations Lead would work closely with the technology team to create the requirements for the improvements.
This role reports directly to the Head of Corporate Sales.
Roles and Responsibilities:
Process Development and Improvement
Think strategically about current B2B processes, systems and relationships to redefine and enhance or overhaul three key areas: technology, customer journey and CRM management.
Manage and create workflow processes and documentation between systems and groups.
Document and maintain records to ensure process/systems are transparent, transferable and sustainable.
Effectively manage appropriate relationships and projects within 2U Cape Town, focusing on three key areas: technology, customer journey and CRM management.
Effectively communicate all relevant information to various stakeholders within 2U Cape Town.
Understand complex programs, processes and organisational structures and be able to function effectively within them.
Define project scope, goals and deliverables that support the entire corporate sales divisional business goals and the short course business as a whole – update and adapt to changes as needed.
Prioritise requests and escalate as required to senior management.
Identify and troubleshoot problem areas.
Conduct project post-mortems and create recommendation reports.
Ensure the transition of the Corporate Sales Team from the existing CRM system to Salesforce
Create improved B2B deal flow operations in Salesforce in collaboration with the Marketing Operations division.
Continually review and brief in system enhancements if necessary.
Ensure capture of key events, decisions and outcomes in corporate sales knowledge management system.
Reporting & Debtors Reconciliation
Ensure high level of hygiene of all Corporate Sales data.
Perform data analysis and compilation for tracking and reporting purposes.
Guide the Marketing Operations team with Tableau reporting needs and automated reporting .
This role does not have any direct reports, however, people management experience is a must as the Enterprise Sales division is expanding and there is opportunity for enterprise tech team expansion which, over time, would need direction and people management to achieve kpi’s.
Education and Experience:
Minimum of a 3 - 4 year business degree or relevant related postgraduate qualification.
Minimum 8 - 12 years experience in Business, Sales and/or Finance Operations leadership in a tech environment.
5+ years experience with CRM systems (preferably Salesforce).
5+ years people management experience needed - mainly tech team staff management.
Proven ability to understand and translate data and metrics into business activities.
Excellent analytical, business intelligence and project management skills.