Company Description

Do you have a proven track record in building strong relationships and leadership, excellent communication skills, and experience in retail?  If so, we want to hear from you!

SquareTrade is currently seeking a dynamic and growth orientated individual to join us as a Senior Operations Manager. SquareTrade is a leading InsurTech company in Europe who provides exceptional consumer electronics insurance services. 

Joining the Retail Excellence team, reporting into the Senior Director, this offers an exciting opportunity to take on a new role that is yours to shape.  Additionally, you will have the chance to develop a vast industry network across multiple geographies and grow both professionally and personally.

You will play a pivotal role in shaping the success of our retail operations across Europe with the opportunity to manage a wide range of tasks, ensuring that no two days are alike. From strategic planning to team management, your expertise will be essential in driving our business forward.

Job Description

Your role will be instrumental in driving the success and achievement of our Field Team’s performance for our retail partners, ensuring they hit all targets and strategic key performance indicators (KPIs). You will serve as a key liaison between our Area Sales Managers, retail partners, account teams, marketing, and our agencies, translating account strategies in field team deliverables, providing market insights, and elevating the overall performance of the Retail Excellence function.

You will also:

• Act as the primary point of contact internally and externally for all Retail Operations in your markets, ensuring seamless communication and relationship management between field and HQ
• Assume accountability for the operational oversight of our retail marketplace teams, through the Field Leads, ensuring smooth day-to-day operations
• Establish and maintain performance standards for the Field Leads and the agencies we work with, monitoring their progress against strategic objectives to drive business success
• Effectively communicate marketplace plans, critical information, and strategic initiatives to the team, fostering a culture of transparency and alignment
• Build a collaborative and inclusive work environment that motivates our field teams, encouraging their active participation and contribution
• Provide ongoing guidance, coaching, and support to our Field Leads, empowering them to unleash their full potential and enhance their performance and productivity.
• Facilitate regular team meetings, individual sessions, and agency performance reviews to promote effective communication, growth, and accountability
• Identify training and development needs within the team, proactively recommending initiatives to enhance their skills and knowledge base
• Monitor and analyse marketplace performance metrics, identifying trends and generating actionable insights to drive continuous improvement and optimise outcomes
• Stay updated on the latest industry trends, technological advancements, and best practices in retail marketplaces
• Responsible for the briefing of training materials for the field team, working with L&D and Compliance experts internally and externally to leverage current materials, and brief new materials to support sustainable and compliant sales growth
• Collaborate cross-functionally with account teams and marketing to ensure activities are aligned with overall business goals and objectives, fostering synergy and maximising outcomes
• Monitor and track team budget and monthly progress, providing regular updates to the Account Manager, ensuring financial targets are met

Qualifications

• Minimum 6 years of experience in retail HQ with some customer-facing front-line experience
• Proven leadership experience, ideally in operational management, with a focus on coaching and development
• Able to travel regionally, nationally and internationally
• Experience of directly managing a complex P&L
• Track record of monitoring and following up on KPI performance
• Fluent in English, both written and verbal, and ideally in a second European language
• Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word) or equivalent
• Strong interpersonal and communication
• Excellent presentation creation skills and verbal presentation skills
• Partner minded
• Flexible and solution-oriented
• Thrives from building relationships and making sales growth
• Comfortable with ambiguity
• Has a growth mindset