Global Process Owner - Commercial
Salary: Competitive
We are The Citation Group – a collective of businesses dedicated to supporting small and medium‑size enterprises across a range of essential services. Our mission is to ease the pressures that come with running a business by providing expertise, guidance and solutions that enable leaders to focus on what they do best. From HR and Health & Safety to Cybersecurity, e‑learning and ISO compliance, we’ve got you covered.
Location
Hybrid – 3 days office (Wilmslow HQ), 2 days from home
Function
Commercial (Sales, Revenue, Pricing & Contracts, CRM & Pipeline)
The role
A newly created Senior Manager role, the commercial GPO owns end‑to‑end commercial processes — from SQL through to contract execution and renewal. This person is a named initiative owner within Citation’s Transformation Programme, designed to make Citation an AI‑native business. Every process decision this role drives should reflect that ambition: not digitising the past but designing a commercial operation built for AI from the outset, enabling us to accelerate growth without incurring extra costs.
* Effectively penetrate white space
* Attract, win, cross‑sell and retain more new logos (revenue growth across new business, cross‑sell and revenue versus prior years)
* Reduce cost of acquisition as we scale
A successful candidate will be accountable for defining and implementing best practice across the commercial process, from SQL through to renewal, driving efficiency and effectiveness and consistently adopting new technological opportunities across the group.
Process Ownership
* Own the design, implementation and governance of all commercial processes, including lead‑to‑opportunity, opportunity‑to‑order, pricing, contract management and renewals.
* Drive consistency across markets and business units, reducing unnecessary complexity while respecting legitimate localisation.
* Treat AI augmentation as a first principle in all process design decisions.
Transformation Programme
* Deliver against programme milestones as a named initiative owner; report accurately and escape blockers early.
* Represent the Commercial workstream in programme governance.
* Work cross‑functionally with Service, Operations, Finance and Product & Tech GPOs to ensure clean process handoffs.
* Challenge proposals that replicate existing processes rather than designing for AI‑enablement.
CRM & Systems
* Translate commercial process requirements into prioritised business cases for the Business Systems Manager and Tech & Platform team.
* Validate that Salesforce enhancements reflect process intent and support the AI‑enabled commercial model.
* Own the behavioural change and adoption agenda; embed data quality standards into process design as the foundation for AI capability.
Commercial Performance
* Define and own the commercial process KPI framework working with rev‑ops – pipeline hygiene, forecast accuracy, win rate, deal velocity, contract cycle time; alignment is required with rev‑ops before, during and after any agreed process changes.
* Utilise multiple CRMs and work with rev ops to process data to identify revenue leakage and conversion failures, translating insight into targeted interventions.
* Identify where AI‑driven automation can close persistent performance gaps.
Stakeholder Management
* Build relationships with the Commercial Functional Lead, regional leaders and sales management.
* Present process performance and programme progress to senior and board‑level stakeholders.
About You
* End‑to‑end commercial process ownership or similar in a complex, multi‑entity or global organisation.
* Structured process improvement and transformation experience.
* Salesforce experience, able to bridge business and technical requirements.
* Strong understanding of B2B sales cycles, pricing mechanics and contract management.
* Measurable track record of process change delivering commercial outcomes.
* Experience in structured transformation programme delivery.
* Comfortable in a dual‑reporting structure balancing functional and programme priorities.
* Demonstrable curiosity about or practical experience with AI, automation or intelligent process design.
Desirable
* PE‑backed or fast‑growth organisation experience.
* Familiarity with AI‑powered sales tools (forecasting, conversation intelligence, automated outreach).
* HubSpot and Pipedrive experience or willingness to quickly learn a multi‑CRM landscape.
* Lean, Six Sigma or equivalent qualification.
Benefits
* 25 days of holiday + 8 Bank Holidays.
* Birthday day off.
* Post‑wedding holiday increase.
* Family‑related vouchers and perks for expectant parents.
* Private healthcare as part of a healthcare cash plan.
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