Senior Manager, Commercial Performance & Customer Insights

NEP Group, Inc.; Pittsburgh (Allegheny County); On-site; USD 130,000 - 190,000; Full time

Job summary

NEP Group, Inc. is seeking a senior leader to own commercial performance, customer insights, and governance. You will build KPI frameworks, dashboards, and executive reporting to drive accountability across global teams and regions.

This role focuses on launching Voice of Customer programs, customer health metrics, and standardized reporting cadences. Strong collaboration with Sales, Finance, CRM & CPQ, and Marketing is essential.

Qualifications

• 7–10 years of experience in commercial operations, revenue operations, sales operations, analytics, customer insights, or a related field.
• Demonstrated experience building KPI, reporting, or performance management frameworks.
• Strong analytical skills and comfort working with data.
• Experience influencing cross-functional stakeholders in a matrixed organization.
• Strong communication and presentation skills.

Responsibilities

• Build and manage commercial KPI frameworks, dashboards, and scorecards.
• Develop executive reporting that provides visibility into performance, pipeline, retention, and growth opportunities.
• Launch and manage Voice of Customer and customer insight programs.
• Create customer health scoring and MVC reporting routines.
• Support sales target and incentive reporting and measurement processes.
• Implement performance review cadences and accountability routines.
• Drive commercial governance for pipeline reviews, account planning, and performance tracking.
• Improve Salesforce adoption, compliance, and reporting quality.
• Translate data into practical recommendations for commercial leaders.
• Support regional teams in adopting global standards and reporting disciplines.

Skills

Commercial operations

Revenue operations

Sales operations

Analytics

Customer insights

Cross-functional influence

Communication skills

Tools

Salesforce

BI tools

Commercial reporting systems

Job description

You might not know our name, but you’ve probably seen our work – on stage or on screen. We’ve supported some of the world’s most watched productions and live events in sports, entertainment, concerts, festivals, film, TV and more. For over 40 years our clients have trusted us to deliver live production, live events, and virtual production solutions for them, anytime, anywhere.

What You Will Do

This individual will lead NEP's commercial performance and customer insights capability by creating the reporting, governance, and customer feedback mechanisms needed to improve accountability and execution.

Why This Role Matters

This role builds the operating backbone for commercial performance management. It helps leaders see what is happening, understand why, and act faster.

Organizational Context

This role sits within Global Commercial Operations and partners closely with Sales Leadership, Finance, CRM & CPQ, Marketing, and regional teams. The role creates the reporting, governance, and customer insight backbone that helps the commercial organization run better every day.

Transformation Environment

This is a build-and-transform role. The successful candidate will create new performance management disciplines, customer insight capabilities, governance routines, and reporting frameworks. The work is highly cross-functional and requires strong adoption management across regions.

Key Responsibilities

• Build and manage commercial KPI frameworks, dashboards, and scorecards.
• Develop executive reporting that provides visibility into performance, pipeline, retention, and growth opportunities.
• Launch and manage Voice of Customer and customer insight programs.
• Create customer health scoring and MVC reporting routines.
• Support sales target and incentive reporting and measurement processes.
• Implement performance review cadences and accountability routines.
• Drive commercial governance for pipeline reviews, account planning, and performance tracking.
• Improve Salesforce adoption, compliance, and reporting quality.
• Translate data into practical recommendations for commercial leaders.
• Support regional teams in adopting global standards and reporting disciplines.

What You Will Build

• A common KPI framework and reporting cadence across Global Commercial Operations.
• A practical customer insight and Voice of Customer capability.
• A structured approach to performance management and commercial reviews.
• A consistent way to track sales targets, incentives, and outcomes.
• A stronger governance model for pipeline, account planning, and Salesforce use.
• Customer health and MVC reporting that supports action, not just visibility.

Leadership Expectations

• Create clarity through data, reporting, and operating discipline.
• Drive adoption of global standards without creating unnecessary bureaucracy.
• Influence regional and functional stakeholders effectively.
• Focus on practical tools and measurable outcomes.
• Build trust with leaders by making performance visible and actionable.

Required Qualifications

• 7–10 years of experience in commercial operations, revenue operations, sales operations, analytics, customer insights, or a related field.
• Demonstrated experience building KPI, reporting, or performance management frameworks.
• Strong analytical skills and comfort working with data.
• Experience influencing cross-functional stakeholders in a matrixed organization.
• Strong communication and presentation skills.

Preferred Qualifications

• Experience in media, broadcast, sports, technology, live events, or related B2B services.
• Experience with Salesforce, BI tools, and commercial reporting systems.
• Exposure to sales incentives, pipeline governance, or sales performance management.
• Experience supporting transformation or process improvement programs.

First‑Year Priorities

• Launch customer insight and Voice of Customer capability.
• Implement commercial KPI framework and executive reporting cadence.
• Support US and Europe sales target and incentive deployment.
• Establish commercial governance routines for pipeline and account planning.
• Improve Salesforce adoption, compliance, and reporting discipline.

What Success Looks Like

Commercial leaders have trusted performance visibility, customer insight is embedded into account planning, governance is followed consistently, and teams operate with more accountability, clearer priorities, and better execution discipline.