Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Sr Manager, Sales Operations – GTM Strategy & Territory Planning

Genesys empowers organisations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees with an AI-Powered Experience Orchestration platform. Visit www.genesys.com.

Overview

Genesys is seeking an experienced Sr. Sales Operations Manager to support Europe, Middle East & Africa. This role is critical to lead the operational execution across the field organisations, including Sales Executives, Overlay Specialists, and Channel Partners. This role will help drive the evolution of GTM structure, productivity optimisation, planning, and operational processes. The successful candidate will not only possess a broad understanding of sales, channel & alliances, and business operations within the Enterprise Software industry but also must communicate effectively with senior-level sales executives and back office functional leadership. This candidate will be data-driven, self-motivated, sales business application savvy, intellectually curious, a fast learner, detail-oriented, and able to move quickly while keeping focused on high-impact projects with limited direction and supervision.

This role will own and transform three critical pillars of our GTM operating model:

1. White Space Visibility & Territory Intelligence

Lead a full-scale territory clean-up and enrichment initiative across EMEA.
Transition from legacy account allocations to data-driven territory design based on true Serviceable Obtainable Market (SOM).
Define, build and operationalise criteria for high-propensity, AI-first target accounts resulting in creating buy-in on quotas with Sales, Finance & RevOps stakeholders
Build patches looking at the whitespace, greenspace, and assigned AE productivity metrics and benchmarks ensuring sales teams focus on viable opportunities.
Build, in collaboration with the Revenue Intelligence team & IT team, a scalable framework for ongoing territory health and data integrity.

2. The “Single Connected Thread” Planning Cycle

Own the logic and execution behind territory design in close partnership with global planning.
Ensure every Account Executive enters the fiscal year with a Global Achievement Plan (GAP) grounded in verified, actionable data.
Align regional execution with global strategy, creating consistency across segmentation, quotas, and coverage models.
Bring structure, predictability, and transparency to the annual planning process.

3. Eliminating Operational Friction & Data Governance

Own Data Governance across EMEA, establishing and enforcing clear standards for data quality, consistency, ownership, and access across all GTM systems (e.g. Salesforce and supporting data architecture).
Define and operationalise rules for account ownership, hierarchy management, and data integrity to eliminate ambiguity and conflict across Sales, Marketing, and Partner teams
Centralise data hygiene and governance processes to remove inefficiencies and administrative burden from regional leadership
Eliminate time spent on account disputes, data inconsistencies, and manual administrative work.
Enable field leadership to focus on pipeline generation and revenue execution, not operational overhead.

Responsibilities

Conduct deep business analysis to uncover growth opportunities, productivity gaps, and performance drivers.
Drive cross-functional initiatives that accelerate field productivity and support the company’s transformation to a subscription-based model.
Partner with Sales, Finance, and RevOps to embed data-driven decision-making into core GTM processes
Build and operationalise financial and sales models (capacity, coverage, quotas and ROI).
Own Annual Fiscal Planning & Execution, including:
- Territory design and segmentation
- Quota setting
- Sales capacity planning
- Organisational structure alignment

Requirements

10+ years in Sales Strategy / Sales Operations within a high-growth SaaS or technology environment.
Proven experience owning data governance frameworks and driving data quality transformation in a complex GTM environment. Deep expertise in:
- Territory planning & GTM design
- Quota setting & sales capacity modelling
- Business performance analysis
- Customer master data management
- Salesforce CRM and data architecture

Proven ability to build operational rigor in complex, ambiguous environments.
Strong experience translating complex datasets into clear, actionable business insights that influence senior stakeholders and field execution.
Exceptional analytical and problem-solving skills, with the ability to translate data into strategic action.
Experience leading large-scale transformation initiatives across regions or business units.
Comfortable operating at both strategic and hands-on levels—from executive storytelling to data-level detail. High ownership mindset with the ability to deliver results with minimal oversight.

Preferred requirements:

- Prior experience with a fast-growth enterprise software company is highly preferred.
- MBA or advanced degree preferred.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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Sr Manager, Sales Operations – GTM Strategy & Territory Planning