Sales Operations Director EMEA 1

Datum: 9-mrt-2023

Plaats: Dordrecht, NL

Bedrijf: Springer Nature Group

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Job title: Director Sales Operations EMEA


Line manager: Vice President Sales Operations


Location: Dordrecht / The Netherlands  


Purpose of the role: The Sales Operations (SO) regional teams provides support to the sales force and customers

in the region on the electronic products/publications and drives for Sales (Operations) Excellence.




Need to do

Key tasks/ Main result areas:


The Director Sales Operations EMEA will manage 5 teams responsible for providing support and follow-up for all

activities related to the sales process (pre- and after sales) of Springer Nature’s (SN) e-business. The daily activities

apply to both new and renewal sales. The role includes working in very close cooperation with the other regional SO

directors, the Sales VP/Directors, business controllers, product development and other stakeholders to ensure the

end-to-end sales process is executed in the most efficient and effective way for both Springer Nature and the



The responsibilities cover a very diverse set of aspects and relate to many (international) departments, both internally and externally, alongside the daily management of the 9 direct reports and their teams. The teams (27 Account  Support and 8 License Control) are located in Dordrecht (The Netherlands) and Heidelberg (Germany) All activities should lead to a state of Sales Operations Excellence globally.


Business Goals:

  • Ensure all sales business (new and renewals) is processed and invoiced in time according to the yearly
  • defined targets
  • Increase customer satisfaction scores
  • Be a strong gatekeeper for the defined business models and procedures (incl. IFRS compliancy)
  • Keep high accuracy/data quality
  • Align closely and proactively with all stakeholders involved to achieve the results (for example sales, legal,
  • finance, collections, product development, system development, etc.)
  • Work closely together with counterparts in the other regions, including our BPO vendor in Manilla, and achieve goals by global alignment.


People Management:

  • Manage the day-to-day operation of the Sales Operations EMEA organization, 31 FTE
  • Hire, retain, motivate and develop employees with appropriate skills and service orientation in order to
  • achieve agreed business goals
  • Oversee development and implementation of training programs for all teams (Account Support and License Control)
  • Conduct annual performance and salary reviews
  • Manage the Personal Development Program and career progression process


Projects and Continuous Improvement:

  • Define and Implement Sales Operations Strategy (especially the role of Account Support) for the EMEA REGION

in accordance with the short and long-term objectives of overall Global Sales / Springer Nature strategy

  • Work closely together with the Directors of SO Effectiveness & Intelligence, Global License control &
  • Invoicing and Centre of Excellence to create global synergy and improve systems/processes structurally
  • Evaluate “Lead to Cash” workflow processes continuously and proactively define and implement improvement projects
  • Direct and evaluate daily activities to maintain and improve service levels to customers, both internally and externally. Expand the flexibility in response to changing business needs and new products.
  • Support/lead projects in system updates/implementations
  • Monitor quality control, perform trend analysis, signal issues and provide recommendations to ensure the delivery of business objectives
  • Contribute to the development and maintenance of database information
  • Establish best-in-class customer service standards and service levels and ensure they are met
  • Overall, be innovative and focus on improvement to drive Sales Operations Excellence


Key relationships:

  • Sales organisation
  • Account Support teams
  • Finance organisation
  • Technology team
  • Legal team
  • Customer Service
  • Marketing


Core Competencies/Skills:

  • Staff management
  • Project & change management focus
  • Change management focus
  • Understanding of business requirements, processes and being results driven
  • Knowledge on sales functionalities
  • Analytic & data driven
  • Relationship building & interpersonal understanding in a changing, matrix driven and global environment
  • Customer-Service orientation
  • Proactiveness, flexibility & innovatively
  • Leadership, teamwork and international cooperation
  • Strategic & critical thinking combined with the ability to translate this in operational detail
  • Collaboration abilities in a changing, matrix driven and global environment
  • Creativity and result driven


Qualifications & Experience:

  • Master level education (e.g. MBA or University degree)
  • Strong communicator (verbal and written)
  • Fluent in English with local language capabilities both conversational as in writing
  • Strong organizational abilities and analytical skills
  • Sales and services background
  • International and multiple location staff & project management
  • ERP (SAP), Sales systems and Microsoft Offices professional skills
  • Excel, PowerPoint and process flow charting advanced competencies
  • 8+ years of relevant work experience
  • Inter cultural sensitivity and international (global) work experience



At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent.

Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here.


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