Sales Operations Manager, Craft Ice

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Job Description

POSITION PURPOSE

The Sales Operations Manager, Craft Ice will lead the seamless onboarding and activation of new customers by coordinating cross-functional efforts across sales, operations, logistics, and marketing. They will support Craft Ice business growth through project management and order execution.    They will develop selling tools and templates and manage all data analysis and reporting for the Craft Ice team.  This position is responsible for continuous process improvement, ensuring exceptional customer experience and operational efficiency.  

We are looking for a collaborative, meticulous individual to join our team in a dynamic role that bridges sales, operations, and customer service. This position plays a critical role in ensuring smooth customer onboarding, efficient order execution, and continuous improvement across internal systems. You will collaborate closely with multiple teams and external partners to create seamless experience for our customers and support the growth of our business.

DUTIES & RESPONSIBILITIES

Collaborate with cross-functional teams to manage new customer setups and lead project management efforts for activations, ensuring seamless onboarding. Execute quotes and bids for Business Development Managers (BDMs) and develop templates and tools to support Sales and Operations workflows. Review and manage customer orders daily with the Customer Experience (CE) team, resolving issues like stuck orders by coordinating with internal groups. Function as a liaison for new customer relationships across multiple channels (e.g., Grocery, Liquor, Food Service, Cruise Lines, Resorts, Venues), delivering high-touch experience. Generate reports on sales, volume, and channel performance for Division Leadership; assist with P&L discrepancies, Monthly Operating Reviews, and Board Reporting. Track and report on sales targets (weekly to annually) and analyze results and trends to identify opportunities. Oversee shipment coordination for 3PL, in-house fleet, brokerage, warehouse clients, and internal transfers, collaborating closely with external partners and internal teams. Support promotional rollouts by coordinating with our Marketing Consultant and Customer Service/Marketing teams. Partner with Continuous Improvement (CI) teams to maintain Standard Work Instructions (SWIs) for key processes. Leverage AI tools to enhance efficiency, drive growth, and improve customer experience in collaboration with other departments. Take on additional responsibilities as assigned by management to support evolving business needs. Uphold the Code of Business Ethics with honesty and integrity and maintain high personal and team safety standards.

CONTACTS

Internal: Craft Ice Business Development Managers, Director of Growth, SVP Craft Ice, Accounting, IT, Data, Fleet Customer Service, Marketing, Fixed assets 

External:  Craft Ice customers, Craft Ice vendors, Marketing Consultant, Retail brokers  

EDUCATION & EXPERIENCE

• Bachelor’s degree in business or related degree preferred.
• 5-7 years’ experience in sales or sales support roles
• Strong analytical skills and high proficiency with excel and other reporting tools
• Strong project management skills; PMP certification a plus

SKILLS & ABILITIES

• Analytical Excellence: Lead comprehensive reporting on sales performance, channel effectiveness, market trends, benchmarking, overall sales productivity, customer growth, and retention.
• Project Management: Oversee large-scale customer activations, programs, and promotional initiatives, ensuring timely and successful execution.
• Customer Engagement: Collaborate directly with customer buyer teams and management to drive activations, promotions, and program implementations.
• Operational Coordination: Facilitate the coordination of order shipments internally and externally, including in-house transfers to business units (BUs) and third-party logistics (3PL). Work closely with external sales partners and distributors, and coordinate workflows between internal functions.

SUPERVISORY RESPONSIBILITY

This is an individual contributor role with no direct reports.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

At times travel is extremely heavy and could average up to 50% by car and/or air. A valid driver’s license and acceptable MVR are required.

Home based office, generally sedentary position using computers, calculators, phones, and other office equipment.

This position works in a fast-paced, rapidly changing work environment. The ability to manage stress, build professional and collaborative relationships, and reason through complex business situations is essential.

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