Commercial Operations Manager

JR United Kingdom; Cheltenham; On-site; GBP 45,000 - 65,000; Full time

Job summary

Join a leading company as a Commercial Operations Manager responsible for enhancing customer experience in the Domestic Products Division. You'll drive performance across the customer lifecycle, oversee the quote-to-order process, and lead initiatives for operational improvement in a collaborative, fast-paced environment.

Qualifications

• Proven experience in commercial operations or customer service roles.
• Skilled communicator with technical aptitude.
• Experience reducing friction in supply chain workflows.

Responsibilities

• Own the quote-to-order process, managing quotations and CRM data.
• Deliver exceptional technical support to maintain high customer satisfaction.
• Partner with supply chains to minimize stock-outs and reduce delivery costs.

Skills

Process improvement

Customer service

Communication

Data analysis

Education

Degree

Tools

CRM

ERP

Job description

Location: Henley-on-Thames

Department: Commercial Operations

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 operations.
• 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.