Commercial Operations and Strategy Lead
Location: Milton Keynes (Hybrid)
Reports to: CEO
Works closely with: CFO, Sales, Marketing, Customer Success, Product
Company stage: High-growth B2B SaaS + Services (CX & Insight Platform)
Role Overview
Serve First is scaling rapidly and requires a single, trusted operator to sit alongside the CEO and act as the data, insight, and execution engine behind key commercial decisions.
The Commercial Operations and Strategy Lead is a highly analytical, project-owning role that blends:
* Revenue & commercial operations
* Strategic analysis and research
* Cross-functional project leadership and support
* Board-level decision support
This is a "Founders Associate / Chief of Staff" style position with ownership of RevOps, CRM, and commercial insight as core pillars.
The role exists to ensure that decisions are data-led, projects are executed, and the Board always has clarity on what is happening in the business and why.
What Success Looks Like
* The CEO has clear, reliable insight into pipeline, revenue, growth levers, and risks.
* Commercial decisions are evidence-based, not instinct-led
* Cross-functional initiatives move faster, with clear ownership and accountability.
* CRM and commercial data are clean, trusted, and actionable.
* Strategy turns into execution.
Key Responsibilities
1. CEO Right Hand
* Partner directly with the CEO to analyse commercial performance, evaluate growth options, and shape prioritised, data-led decisions across pricing, pipeline, retention, and expansion.
* Prepare analysis, insight packs, and decision briefs for leadership discussions
* Pressure-test assumptions using data and research
* Own follow-through: once decisions are made, ensure they are executed across the business
* Support special projects, initiatives, and strategic workstreams as required
2. Commercial & Revenue Operations Ownership
* Own Serve Firsts commercial operating system, including; CRM (HubSpot), Pipeline architecture, Revenue reporting, Revenue Forecasting models
* Ensure a single source of truth across; Leads, pipeline, and opportunities, Customers, retention, and expansion and Products, modules, and pricing
* Maintain commercial hygiene and visibility across Sales, Marketing, CS, and Finance
3. Data, Insight & Decision Support
* Be the person behind the question: What does the data actually tell us?
* Analyse:
o Funnel conversion rates
o Deal velocity and pipeline health
o Retention, churn, and expansion
o Pricing, discounting, and packaging performance
* Build dashboards and models that leadership actually uses
* Translate complex data into clear insight, recommendations, and actions
4. Project Ownership & Cross-Functional Execution
* Support high-impact initiatives end-to-end, such as:
o GTM or pricing changes
o CRM rebuilds or optimisation
o New sector or market entry analysis
o Internal process improvements
* Coordinate across teams to ensure alignment and delivery
* Track progress, remove blockers, and drive accountability
5. Research, Strategy & Growth Support
* Conduct structured research into:
o New markets, sectors, or ICPs
o TAM / SAM / SOM analysis
o Competitive positioning and differentiation
* Support strategic planning with evidence-backed recommendations
* Help turn long-term vision into executable plans
About You
This role suits someone who is analytical, commercially minded, and comfortable operating close to the Board.
Likely Backgrounds
* Founders Associate / Chief of Staff
* Commercial, finance, or strategy analyst
* Consulting or advisory background
* RevOps or commercial ops professional with strong analytical depth
* Early-stage or scale-up experience with broad exposure
Key Skills & Traits
* Strong analytical and problem-solving capability
* Comfortable working with data, models, and CRM systems
* Commercially curious — understands how businesses actually make money
* Confident working with senior stakeholders and founders
* Highly organised, proactive, and ownership-driven
* Equally happy thinking strategically and executing tactically
What This Role Is (and Isn't)
This role is:
* Data-driven
* Project-owning
* Board-facing
* Commercially focused
This role is not:
* A junior ops role
* A pure reporting function
* A sales admin position
* A narrow RevOps specialist
Why Join Serve First
* Work directly with the Board at a critical growth stage
* Shape how the company scales commercially
* High autonomy, high trust, high impact
* Exposure across strategy, revenue, and execution
* Opportunity to grow into a senior leadership role as the business scales