Director of Subscription & Sales Operations

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We’re looking for a experienced Director-level professional to take our Sales Operations team in Szczecin to the next level. The 24-person strong Sales Operations team manages order intake, sales support, subscription renewals, and onboarding to our online 3Shape eComm platform. As part of our global Customer Care function, the team works with 3Shape Sales Managers and 3Shape distribution partners around the world to ensure a great experience for existing and new customers.

Customer Care is firmly anchored on 3Shape’s strategic agenda for 2020, and developing our Sales Operations team to deliver an even more efficient and professional service to our resellers and customers worldwide is one of our most important goals. You will lead a team of highly-motivated and knowledgeable specialists, with a mindset to improve the customer experience. Some of our key focus areas for the coming year are process efficiency, globalization, partner relations, and adoption of our online self-service platform.

 

Your Profile:

  • At least 5 years experience heading a Sales Operations or Customer Care function, preferably in a global capacity, with proven results of driving efficiency, structure and performance improvements
  • A confident and proactive communicator, with great stakeholder management skills
  • Experience working in a production environment and in close cooperation with Planning teams, knowledge of the medical device industry is advantageous
  • Good knowledge of ERP and CRM systems (experience with Microsoft Dynamics AX and CRM will be an advantage)
  • Proven people-manager skills and development of high performing teams
  • Comfortable in an international environment, working with colleagues from around the world
  • Fluent in English, both oral and written.

 

 

Your Responsibilities:

 

  • You will manage a team of 24 Sales Operations and Subscription specialists, and be responsible for driving efficiency in the team, as well as improving KPIs, and delivering a great customer experience.
  • You will forge relationships with key stakeholders in the commercial organization to ensure alignment between local sales teams and the central order functions and processes
  • You will be responsible for ensuring that the feedback loop to Product Management drives simplification and structure of our catalogues and campaigns
  • You will work closely with the 3Shape Planning department to ensure that communication about order status is always current, and that customers are kept updated
  • You will drive a transformation from mainly email-based communication towards phone and online channels
  • You will develop the team to build strong relationships with key accounts, and you will personally ensure that we take good care of escalations and problematic cases
  • You will manage the conversion of customers to 3Shape online platforms for subscription renewals and other self-service options
  • You will be responsible for globalization of the Sales Operations function and work with our production and commercial sites in China and U.S.A to define relevant processes, and ensure that customers all over the world receive the same high-quality service
  • You will be part of the Senior Management team at 3Shape Poland, working closely with Planning, Production, Finance, and 3Shape shared services functions.
  • You will report to the Vice President of Customer Care located at 3Shape Headquarters in Copenhagen, Denmark, and contribute actively as part of the Global Customer Care management team.

     

    We Offer:

  • Seasonal parties to keep you connected with colleagues (and hopefully dancing)
  • Work in a modern office building
  • Numerous hobby groups
  • Fruit, vegetables, snacks and hot beverages to keep you fueled
  • Private healthcare and Multisport card to keep you fit and well
  • Friendly colleagues that are fun to spend time with
  • A fast-paced environment with room for career growth

 

If this description corresponds to your profile and you would like to apply, please attach
your CV in English.

 

About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively and with superior care. We are a global market-leading provider of dental and audio technology for laboratories and clinics. Creating great innovation requires diverse teams. Our growing talent pool of over 1,500 employees spans 30+ nationalities and is energized by knowing that together, we contribute to a better world. 3Shapers are entrepreneurs, challengers and innovators… values that are at the heart of everything we do.

 

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Department

Szczecin

Południowa 27c
71-001 Szczecin Directions

Inside 3Shape

Life at 3Shape is great! We bring passion and talent to work every day to innovate for superior patient care. 3Shape is built on a culture of thinking differently and being innovative when solving challenges. We embrace new ways to exchange ideas with colleagues across departments and think and work in an agile way.

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