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Manager Sales Operations

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Kennametal

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Location:
India , Bangalore

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Category:
Sales

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Channel Management, Sales Operations, and Customer Service Specialist will play a pivotal role in driving sales efficiency and enhancing customer satisfaction. This position involves managing relationships with distribution partners, optimizing sales processes, and ensuring seamless communication between sales teams and customers. Key responsibilities include analyzing sales data to identify trends, developing strategies to improve channel performance, and implementing best practices in customer service. The ideal candidate will possess strong analytical skills, a customer-centric mindset, and the ability to collaborate effectively across departments to support business growth and deliver exceptional service.

Job Responsibility:

  • Responsible for driving Channel Management for Metal Cutting Business (India)
  • Design Channel Partner Program for Distributor motivation
  • Review and assess the India Channel Partner Network, identify white space for business growth, and appoint new dealers to capitalize on the potential for business growth
  • Evaluate the Distributor’s Health along with Sales Managers & have a discussion with dealers on improvement areas
  • Collaborate with Sales Managers to develop then execute partner growth plans and follow up with quarterly meetings
  • Develop excellent communication channels with partners and manage the rules of engagement & conflicts
  • Collaborating with cross-functional teams to ensure support to meet channel partner performance objectives and expectations
  • Maintain distribution management tools for selecting, managing, and terminating relationships with partners
  • Develop and plan Soft Skills and Technical training to channel team
  • Take forward the organization’s initiatives to channel partners and have them implemented
  • Oversee the customer service department, ensuring exceptional service delivery and customer satisfaction
  • Developing and implementing customer service strategies, managing a high-performing team, and fostering a customer-centric culture across the organization
  • Identify and implement best practices and innovative solutions to streamline customer service processes and enhance efficiency
  • Establish and track key performance indicators (KPIs) to measure performance and identify areas for improvement
  • Work closely with other departments (e.g., sales, manufacturing, logistics etc.) to ensure cohesive strategies that enhance the customer experience
  • Handle escalated customer issues and complaints and work to resolve them in a timely and satisfactory manner
  • Implementing E-Commerce initiatives to Channel Team
  • Super user for MSD CRM, Developing CRM Dashboard, and various enablement tools for sales effectiveness
  • Drive strategy and operational growth by partnering with cross-functional teams, driving continuous improvements, and ensuring business outcomes (KPIs) and met
  • Design and implement sales reports and dashboards to provide insights to the sales team and help identify areas for improvement
  • Data Analysis and development recommendations in support of achieving business objectives
  • Conduct quarterly sales quota for India. Conduct monthly audits and reviews to ensure performance is on track
  • Devise metrics for implementation/execution of strategy
  • Ensures process discipline by ensuring all relevant processes are followed by the sales teams and our channel partners
  • Develop and maintain pricing models, ensuring alignment with margin targets and business objectives
  • Analyze customer segments, product lines, and market trends to recommend optimal pricing
  • Identify opportunities for cost optimization and margin improvement
  • Benchmark pricing against competitors and market conditions
  • Track industry trends, competitor movements, and customer expectations
  • Provide insights and recommendations based on competitive analysis
  • Partner with Sales, Finance, Product Management to drive pricing excellence

Requirements:

  • Leadership Experience: A minimum of 5-10 years in leadership roles within sales, channel management, sales operations, or customer service, demonstrating the ability to lead and develop teams
  • Channel Management: Extensive experience in managing relationships with distribution partners and understanding various channel strategies and models
  • Customer Service Management: Experience in developing and implementing customer service strategies that enhance customer satisfaction and retention
  • Cross-functional collaboration: Demonstrated ability to work effectively across departments, including marketing, finance, and product development, to achieve business objectives
  • Data-Driven Decision Making: Strong experience in utilizing data analytics to inform sales strategies, operational improvements, and customer service enhancements
  • Project Management: Experience leading cross-functional projects that involve multiple stakeholders and require strategic planning and execution
  • Industry Knowledge: Familiarity with the specific industry in which the organization operates, including market trends and competitive landscape
  • Engineer, Postgraduate degree in Business Preferred

Additional Information:

Job Posted:
May 04, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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