Head of Sales Operations


Lisbon, Portugal

We are Kaizen Gaming

Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Bulgaria, Czech Republic, Portugal, Brazil, Chile, Peru, Ecuador and Canada. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.

Role Summary

The Head of Sales Operations is part of the management team and reports to the Director of Operations. S/ He is responsible for the Sales Operations unit both internal and outsourced operations. Holds a key role in ensuring operational excellence in Customer Service by applying a strong operational strategy, driving efficiency through initiatives and delivering scalable results.

  • Owns and oversees the overall resource and headcount allocation on a functional level.
  • Sets, allocates, and monitors budget and costs.
  • Design a clear project roadmap with deliverables and KPIs, approve SLA commitment per market to ensure effectiveness and efficiency of Sales operations.
  • Responsible for managing BPO providers contracts and deliverables.
  • Accountable for operational glide paths and action plans focused on enhancing customer and agent experience.
  • Drives process improvement initiatives within the operation and collaboratively with other areas.
  • Drives scalability of Sales Operations by syncing organizational goals with functional strategy and converting strategic goals into practical action plans.
  • Defines success criteria (goals & KPIs) on a functional level and monitors functional performance vs targets & strategy.
  • Strives for service innovation by analyzing competitors and being up-to-date with industry trends.
  • Ensures correct Sales data flow and reporting across interested stakeholders, also is responsible for designing a system where feedback and critical user information will be distributed to the respective teams (VOC).
  • Connects all operational leads and ensures alignment in SOP, also peer and different functions alignment and smooth co-operation.
  • Ensures effective interactions & alignment with different stakeholders at any level, using a long-term strategic perspective.
  • Creates a high-performing team by ensuring that all direct reports have SMART objectives, and development plans and receive continuous feedback.
  • Inspires others and nurtures commitment to Kaizen’s vision, values, purpose and direction.
  • At least 5 years experience in a relative position in sales operations management using Lean Six Sigma methodology and tools such as: DMAIC; Histogram; Ishikawa; Pareto chart; among others.
  • Solid experience in managing, motivating and developing high-performing individuals and large-scale, diverse teams.
  • Superb organizational, communication and interpersonal skills.
  • Proven track record of analytical skills combined with effective decision-making capability
  • Passionate about Sales, with a data-driven approach and the ability to succeed in a dynamic environment
  • Available to travel as the role requires occasional face-to-face meetings with colleagues or to visit partners and/or 3rd parties.
Core Competencies
  • Leadership Acumen: Provides coaching and guidance to enhance others’ skill development; Encourages and fosters an open feedback culture; Leads by example & inspires others to stretch beyond what they could do; Nurtures commitment to the organization’s vision, values, purpose and direction.
  • Strategic Agility: Takes into account key financial indicators & system-wide implications for better decision-making; Predicts obstacles and challenges for long-term growth to identify mitigating strategies; Shows flexibility at shifting strategic priorities when appropriate.
  • Dealing with challenges: Makes timely decisions balancing analysis with decisiveness. Balances different points of view in resolving complex problems on an organizational/functional level; Simplifies problems and manages complexity;
  • Stakeholder Management: Builds and executes complex influencing strategies to bring desired results on a functional level; Balances the potentially competing demands of stakeholder groups and ensures that the key organizational/functional priorities are communicated effectively