We are seeking a highly skilled Commercial Operations Manager to drive commercial excellence, optimize sales operations, improve customer service efficiency and enhance business performance across European markets. The successful candidate will implement strategic initiatives, streamline processes, and support revenue growth by ensuring efficient and effective commercial operations.
Additionally, this role involves managing and optimizing Salesforce and Talkdesk applications to improve operational efficiency and drive business success. Another key focus will be improving the efficiency by optimizing workflows, enhancing automation, and implementing best practices to improve customer interactions and service quality.
Key Responsibilities:
1. Improve the efficiency of sales and customer service operations by streamlining workflows and optimizing customer interactions.
2. Enhance sales and customer support processes through automation, data-driven insights, and performance tracking.
3. Provide frameworks for sales operations, including pipeline management, forecasting, and performance analysis.
4. Implement best practices for customer service teams to increase response times and service quality.
5. Develop and implement commercial strategies to enhance business performance.
6. Collaborate with regional sales teams to align corporate objectives with market-specific strategies and pricing optimisation.
7. Develop reporting frameworks to track business success and support cross-functional collaboration with finance, marketing, supply chain, and legal teams.
8. Manage and optimise Salesforce and Talkdesk platforms, ensuring they align with business needs.
9. Gather, analyse, and document business requirements for system enhancements and process improvements.
10. Collaborate with IT, customer support, and sales teams to implement and optimize commercial applications.
11. Oversee system integrations, software implementations, and infrastructure upgrades.
12. Provide training and support to end-users to maximize adoption and system effectiveness.
13. Ensure compliance with data security, privacy regulations, and industry best practices.
14. Monitor system performance, troubleshoot technical issues, and implement solutions to enhance uptime and efficiency.
Qualifications & Experience:
Essential
15. Bachelor’s degree in Business, Economics, Finance, Information Technology or a related field.
16. Proven experience in commercial operations, sales operations, or business management within a European market.
17. Knowledge of customer service operations, with experience in optimizing workflows and automation to enhance service quality.
18. Proficiency in analysing business processes and implementing Salesforce best practices.
19. Experience with Salesforce configuration, workflows, and reporting.
20. Excellent problem-solving and analytical skills.
21. Strong project management skills with familiarity in Agile, Scrum, or Waterfall methodologies.
22. Excellent stakeholder communication skills with the ability to work cross-functionally.
23. Strong analytical skills with expertise in financial modelling, forecasting, and performance metrics.
24. Proficiency in CRM and business intelligence tools (e.g., Salesforce, SAP, Power BI, Talkdesk).
25. Ability to work independently in a multicultural environment and manage multiple priorities.
Desirable
26. 5+ years of experience in Sales Operations or Customer Service Operations
27. Active Salesforce Admin Certification.
28. Certification in Project Management (PMP, PRINCE2).
29. 2+ years of experience as a Salesforce or Talkdesk Administrator.
30. Experience with project management tools (e.g., Jira, Trello, Microsoft Project, or similar).