Senior Sales Operations Manager, Consumer

Looking for 15+ years of overall experience, including 5+ years in a Sales-focused Operations Manager role (or above), with mandatory hands-on experience in Chat/Messaging Sales Operations, strong expertise in driving Messaging + Sales performance, exposure to UK/international sales environments, and proven people leadership and operational excellence.

Location: Gurugram

About the role

The Senior Manager Sales Operations will lead BT Consumer’s Messaging Sales Operations across Gurugram and Kolkata, with accountability for driving sales performance, customer experience, and operational excellence across digital and messaging channels. The role requires a seasoned sales leader with 15+ years of overall experience, including 5+ years leading sales teams at OM level or above.

The ideal candidate must have strong Chat/Messaging Sales Operations experience, with proven expertise in combining messaging channels with sales delivery to drive commercial outcomes. Experience in improving sales conversion, productivity, operational efficiency, and customer journeys at scale is essential. The role also demands the ability to lead large teams, influence cross-functional stakeholders, and partner closely with Digital and Transformation teams to execute sales growth initiatives.

Prior experience in the telecom industry, exposure to UK clients/business, Sprinklr, and leading transformation or efficiency programmes would be advantageous. The successful candidate will bring a strong track record of sales leadership, digital sales expertise, and operational execution to support the continued growth of BT Consumer's digital sales channels.

What you’ll be doing

Sales & Commercial Performance

• Accountable for Sales performance across Messaging Channels.
• Deliver agreed sales, revenue, conversion and productivity targets.
• Drive continuous improvement in messaging conversion and commercial outcomes.
• Maximise commercial efficiency through effective resource utilisation, performance management and sales optimisation.

Messaging Channel Strategy

• Own and execute the Messaging Sales strategy across Consumer Operations.
• Identify opportunities to increase digital sales penetration and customer conversion.
• Drive improvements in customer journeys across messaging channels.
• Ensure sales activity aligns with evolving customer behaviour and digital channel strategy.

Digital & Transformation Partnership

• Work closely with Digital, Transformation and Product teams to shape future sales journeys.
• Influence the digital roadmap to improve customer conversion and commercial performance.
• Identify opportunities for automation, AI and process simplification across messaging sales operations.
• Lead implementation of initiatives that improve customer experience and operational effectiveness.

Operational Leadership

• Lead Messaging Sales Operations teams across Gurugram and Kolkata.
• Drive operational excellence, governance and performance management.
• Ensure delivery of customer, commercial and colleague outcomes.
• Build a high-performance culture focused on accountability, customer outcomes and sales excellence.

People Leadership

• Lead and develop Operations Managers, Team Leaders and frontline colleagues.
• Drive engagement, capability development and succession planning.
• Create a strong coaching culture focused on sales performance and customer outcomes.

Essential Skills / Experience

Minimum 5 years' experience in Contact Centre Messaging Sales Operations at Operations Manager level or above.
Minimum 5 years' experience managing large-scale Messaging/Chat Sales teams.
Proven experience driving sales conversion, commercial performance and productivity improvements within messaging channels.
Experience leading multi-site operations, ideally across Gurugram and Kolkata.
Experience partnering with Digital, Product and Transformation teams to define and execute digital sales strategies.
Proven experience improving messaging channel effectiveness, sales productivity and commercial efficiency.
Strong people leadership experience managing large operational teams.
Experience influencing senior stakeholders and leading performance across cross-functional teams.
Strong commercial acumen with experience delivering revenue, conversion and productivity targets.

Desirable Skills / Experience

BT Consumer or Telecom experience.
Experience with AI, automation and digital sales optimisation.
Experience operating within large, complex and matrix organisations.
Experience implementing digital transformation initiatives across consumer operations.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.