Description
AirHelp is the world’s leading advocate for air passenger rights, helping millions of travelers each year claim what they’re owed. With our travel insurance products now live, we’re scaling their reach and impact worldwide.
We’re looking for a Sales Operations Specialist & Analyst who doesn’t just run processes — but builds them to scale. In this role, you’ll be the engine behind AirHelp’s global B2B partnerships:
- Own the sales operations framework, CRM ecosystem, and performance analytics.
- Translate data into strategy and give leadership the insights to make faster, smarter decisions.
- Design processes that win — enabling our teams to acquire, retain, and grow partnerships across global markets.
This role is for someone who thrives on impact and ownership: a builder who spots inefficiencies and fixes them, a problem-solver who makes complex data clear, and a collaborator who raises the game of everyone around them. If you’ve already proven you can optimize systems like Salesforce or HubSpot, forecast with accuracy, and drive measurable results — we want you.
Location: Barcelona or Gdańsk (hybrid)
What you'll drive:
Sales Operations & Process Management
- Design, implement, and continuously improve workflows that make it easier for the Partnerships team to move fast and close better deals.
- Keep the sales pipeline accurate and actionable with clear stage definitions and reliable forecasting.
- Use AI process-mining and automation tools to identify bottlenecks, recommend improvements, and streamline operations.
- Partner with leadership to align processes with growth priorities.
CRM Management
- Fully own and optimise the CRM (Salesforce, HubSpot, or equivalent), ensuring clean, trustworthy data and high adoption.
- Manage configuration, automation, and reporting so the CRM is a productivity hub, not a chore.
- Lead user onboarding, permissions, and training to help the team get maximum value from the tools.
Sales Analytics & Reporting
- Deliver clear, actionable reports on sales performance, pipeline health, and partner engagement.
- Analyse deal cycles, conversion rates, and win/loss trends — incorporating natural language BI and NLP analysis to surface insights from both structured and unstructured data.
- Analyse deal cycles, conversion rates, and win/loss trends to spot opportunities for improvement.
- Provide data-driven insights to guide strategic decisions and negotiations.
Partnership Enablement
- Keep partner records, contracts, and performance metrics accurate and easy to access.
- Support smooth partner onboarding with the right processes and materials in place.
- Prepare partnership performance reviews and account planning resources.
What you’ll achieve in your first 12 months:
By month 3:
- Audit and document current sales processes, pipeline definitions, and improve CRM usage across the B2B Partnerships team.
- Identify and present top 3 process gaps or inefficiencies, with proposed solutions.
- Deliver an “adoption improvement plan” for CRM, including training and automation opportunities.
By Month 6
- Achieve 95% CRM data completeness for active opportunities (contact details, stage, value, close date).
- Improve forecast accuracy to within 10% variance for the current quarter.
- Deliver a set of 3 core dashboards in the CRM (e.g., pipeline health, partner performance, conversion funnel) used regularly by leadership.
- Reduce average deal cycle time by 10% through process improvements or automation.
By Month 9
- Establish and roll out a quarterly pipeline review process for the Partnerships team.
- Maintain CRM adoption at 90%+ active weekly usage by relevant team members.
- Implement at least two new automations in CRM that reduce manual work for the team.
- Provide win/loss analysis reports that lead to at least two concrete changes in sales or partnership approach.
By Month 12
- Maintain 95%+ CRM data quality across all active opportunities and partner accounts.
- Keep forecast accuracy at 5–8% variance across two consecutive quarters.
- Deliver a year-end analytics review highlighting trends, conversion rates, and top drivers of partner revenue growth.
- Demonstrate a measurable increase in pipeline velocity (time from first contact to deal close) compared to baseline.
- Earn positive feedback from 80%+ of the B2B Partnerships team in an internal support satisfaction survey.
What sets you apart:
Sales Operations & CRM Mastery
Sales Operations & CRM Mastery
- 2–4 years’ experience in sales operations, business analysis, or CRM management (ideally B2B), with a proven track record of owning and optimising platforms such as Salesforce, HubSpot, or equivalent.
- Strong understanding of sales performance metrics and forecasting methods, enabling data-driven decision-making and growth.
- Proven experience implementing and managing AI/automation in sales operations.
Data & Insight Expertise
- Confident with Excel, Google Sheets, and BI tools, with the ability to transform raw numbers into clear, actionable narratives.
- Skilled at identifying trends, diagnosing performance issues, and creating visual reports that influence strategy.
Process & Workflow Optimisation
- A process mindset - mapping, simplifying, and optimising workflows to improve efficiency across teams.
- Adept at implementing scalable, repeatable processes that support both short-term targets and long-term growth.
Collaboration & Influence
- Strong communicator, able to align cross-functional teams around shared goals.
- Capable of translating technical or data-heavy insights into language that resonates with both commercial and operational stakeholders.
Mindset & Drive
- Owner mentality - proactive, self-motivated, and driven to test, learn, and continuously improve.
- Thrives in environments that value both speed and accuracy, with the resilience to adapt to changing priorities.
Why AirHelp
- Culture of Autonomy: No micromanagement, no politics. Just ambitious builders shaping the future of travel protection.
- Growth Investment: We actively invest in your growth through learning days, tailored development plans, mentorship, internal workshops, and language classes.
- Live well: Enjoy comprehensive life and health insurance, private healthcare, wellbeing support via Mindgram, and flexible access to fitness with a gym card.
- Flexible Work: Pick the contract type that suits you best (B2B or employment), enjoy two weeks a year of work-from-anywhere, plus flexible benefits tailored to your lifestyle.
- Stay Connected: From an annual travel allowance to team days and company-wide events, we make sure you feel connected across borders.
- Tech You Need: You’ll get a MacBook and access to top-tier tools from day one, ensuring you can deliver at your best.
- Extra Perk: You and your loved ones get unlimited, free access to AirHelp’s services—because we stand by what we build.
Here, your work will not only drive commercial success but also redefine how millions of travelers experience protection, care, and peace of mind.
About AirHelp
At AirHelp, we're on a mission to make the world of travel better. Since our foundation in 2013, we've assisted over 2.7 million passengers in receiving their rightful compensation, and we've protected over 9 million travelers through our membership program, AirHelp+. With a global team of 400 AirHelpers speaking 19 languages, we aim to provide a stress-free travel experience for all. Our commitment extends to standing up to airlines in court and advocating fair air passenger rights through APRA.
And there’s more! AirHelp isn’t just a great company, but a truly lovable place to work. That's why we're so proud to have been named a Most Loved Workplace, also for LGBTQ+, women and young professionals.
We’re committed to equal opportunities and diversity. Our offices are fully accessible, and we customize interviews to accommodate special needs, including those of neurodiverse candidates. Refugees and displaced individuals are encouraged to apply. We look forward to hearing from you!