Commercial Operations Manager

JR United Kingdom; Reading; On-site; GBP 45,000 - 70,000; Full time

Job summary

Join a lead company in customer support as a Commercial Operations Manager. Drive performance and efficiency across the customer lifecycle with a focus on operational excellence and support for key accounts. Collaborate directly with senior leadership to impact the customer experience. Perfect opportunity for a commercially minded leader passionate about process improvement.

Qualifications

• Proven experience in commercial operations or customer service within manufacturing.
• Experience managing large key accounts and reducing friction in supply chain workflows.
• Strong analytical and organizational skills with a degree.

Responsibilities

• Own the quote-to-order process, managing quotations and CRM data.
• Partner with key account supply chains to minimize stock-outs and delivery costs.
• Deliver technical support and lead rollout of digital support tools.

Skills

Commercial acumen

Customer Service

Process improvement

Analytical skills

Communication

Education

Degree

Tools

CRM

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.