Commercial Operations Manager

JR United Kingdom; Bedford; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a leading company as a Commercial Operations Manager, responsible for enhancing customer experience across key accounts. This pivotal role involves driving performance, improving supply chain processes, and liaising with various teams to ensure operational excellence. You'll work in a dynamic environment, collaborating closely with senior leadership and shaping impactful strategies.

Qualifications

• Proven experience in commercial operations or customer service.
• Comfortable managing large key accounts.
• Degree educated with analytical and organisational skills.

Responsibilities

• Drive performance and efficiency across the customer lifecycle.
• Manage the quote-to-order process and CRM data accurately.
• Deliver exceptional technical support ensuring high customer ratings.

Skills

Commercial operations

Customer service

Technical communication

Education

Degree

Tools

CRM (Salesforce, HubSpot)

ERP

Job description

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Reports To: Managing Director – Domestic Products Division

Are you a commercially minded operations leader with a sharp eye for process improvement and a passion for delivering best-in-class customer support? Join us as our new Commercial Operations Manager and take a pivotal role in shaping the customer experience across key accounts, internal teams, and technical channels.

What You’ll Be Doing:

As a central figure in our Domestic Products Division, you'll drive performance and efficiency across the customer lifecycle—balancing commercial agility with operational rigour.

You will:

• Own the quote-to-order process, managing quotations and CRM data with precision.
• Partner with key account supply chains to minimise stock-outs, reduce delivery costs, and identify mutual efficiencies.
• Deliver exceptional technical support, ensuring we maintain our “Excellent” Trustpilot rating.
• Lead the rollout of first-class digital support tools, from FAQs to AI-powered online help.
• Support our sales team, freeing them up to focus on customer growth.
• Be the voice of the customer, liaising with Engineering and Quality to resolve field failures and reduce warranty costs.
• Generate insights, using CRM and reporting tools to support commercial strategy and sales growth.

What We’re Looking For:

• Proven experience in commercial operations, supply chain or customer service roles within manufacturing or distribution.
• Comfortable managing large key accounts, with experience reducing friction in supply chain workflows.
• Excellent CRM (e.g. Salesforce, HubSpot) and ERP know-how.
• Skilled communicator with technical aptitude—able to translate complexity into clarity.
• Commercially astute and data-driven, with a track record of improving process and margin.
• Experience driving cross-functional change across sales, support and ops.
• Degree educated, with strong analytical and organisational skills.

Why Join Us?

You’ll be part of a fast-paced, forward-thinking team that’s redefining customer support and operational excellence in our space. You’ll work directly with senior leadership and be empowered to make a measurable impact.