Commercial Operations Manager

TN United Kingdom; Halifax; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is on the lookout for a talented Commercial Operations Manager to enhance business performance across European markets. This role is pivotal in driving commercial excellence, optimizing sales operations, and improving customer service efficiency. The successful candidate will implement strategic initiatives, streamline processes, and support revenue growth by managing Salesforce and Talkdesk applications. With a focus on enhancing automation and best practices, this position offers a unique opportunity to make a significant impact in a dynamic environment. If you're passionate about operational excellence and have a knack for improving customer interactions, this role is perfect for you.

Qualifications

• 5+ years of experience in Sales Operations or Customer Service Operations.
• Proficiency in Salesforce configuration and workflows.

Responsibilities

• Improve sales and customer service operations through workflow optimization.
• Manage and optimize Salesforce and Talkdesk platforms.

Skills

Sales Operations

Customer Service Optimization

Data Analysis

Project Management

Problem-Solving

Stakeholder Communication

Financial Modelling

CRM Proficiency

Education

Bachelor’s degree in Business

Certification in Project Management

Tools

Salesforce

Talkdesk

Power BI

Jira

Trello

Job description

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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:

• Improve the efficiency of sales and customer service operations by streamlining workflows and optimizing customer interactions.
• Enhance sales and customer support processes through automation, data-driven insights, and performance tracking.
• Provide frameworks for sales operations, including pipeline management, forecasting, and performance analysis.
• Implement best practices for customer service teams to increase response times and service quality.
• Develop and implement commercial strategies to enhance business performance.
• Collaborate with regional sales teams to align corporate objectives with market-specific strategies and pricing optimisation.
• Develop reporting frameworks to track business success and support cross-functional collaboration with finance, marketing, supply chain, and legal teams.
• Manage and optimise Salesforce and Talkdesk platforms, ensuring they align with business needs.
• Gather, analyse, and document business requirements for system enhancements and process improvements.
• Collaborate with IT, customer support, and sales teams to implement and optimize commercial applications.
• Oversee system integrations, software implementations, and infrastructure upgrades.
• Provide training and support to end-users to maximize adoption and system effectiveness.
• Ensure compliance with data security, privacy regulations, and industry best practices.
• Monitor system performance, troubleshoot technical issues, and implement solutions to enhance uptime and efficiency.

Qualifications & Experience:

• Bachelor’s degree in Business, Economics, Finance, Information Technology or a related field.
• Proven experience in commercial operations, sales operations, or business management within a European market.
• Knowledge of customer service operations, with experience in optimizing workflows and automation to enhance service quality.
• Proficiency in analysing business processes and implementing Salesforce best practices.
• Experience with Salesforce configuration, workflows, and reporting.
• Excellent problem-solving and analytical skills.
• Strong project management skills with familiarity in Agile, Scrum, or Waterfall methodologies.
• Excellent stakeholder communication skills with the ability to work cross-functionally.
• Strong analytical skills with expertise in financial modelling, forecasting, and performance metrics.
• Proficiency in CRM and business intelligence tools (e.g., Salesforce, SAP, Power BI, Talkdesk).
• Ability to work independently in a multicultural environment and manage multiple priorities.
• 5+ years of experience in Sales Operations or Customer Service Operations
• Certification in Project Management (PMP, PRINCE2).
• 2+ years of experience as a Salesforce or Talkdesk Administrator.
• Experience with project management tools (e.g., Jira, Trello, Microsoft Project, or similar).