{"id":1927765,"url":"https://alion.io/job/cyncly-customer-performance-and-operations-manager","title":"Customer Performance and Operations Manager","company":{"id":20954,"name":"Cyncly","domain":"cyncly.com","url":"https://alion.io/company/cyncly","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":80,"open_postings":16,"ghost_share":0,"stale_share":0.813,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Lisbon, Portugal"],"countries":["PT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":71000,"period":"year","method":"role_country_seniority_unknown","sample_n":17},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T17:48:39Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T12:16:47Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Job Title: Customer Performance and Operations Manager\nLocation: Lisbon, Portugal (Hybrid)\nContract: Full-Time Permanent\nAbout Us\nCyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.\nCyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.\nCyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.\nThe Role\nThe Customer Performance and Operations Manager helps Cyncly get the most value from its existing customers across the in-life customer lifecycle. The role leads pricing strategy and performance across the four business units, and provides the cohort-based retention reporting that shows how the customer base is renewing, growing and churning. It brings the two together, so that pricing decisions are made with a clear view of their effect on retention, and retention is measured on the same trusted base.\nThe role sits in Customer Ops, a Group Operating Team within Revenue Operations that treats pricing, churn and retention as one agenda: the same customers, the same CRM and billing systems and the same renewal events. It is part of the wider customer performance team, working alongside the Senior Manager, Revenue Operations and the Retentions and Renewals teams. The role leads a Pricing Analyst who executes price increases in the business systems; while the Manager sets Cyncly's central view on price, leads the annual price increase facilitates decision making across the business units.\nKey Responsibilities\nPricing strategy and yield optimisation\nSet and maintain Cyncly's central pricing strategy and standards, covering price structures, indexation and the rationale for increases, balancing group consistency with BU market, product and customer context. \nFacilitate and agree pricing decisions with BU General Managers and BU Revenue Operations Leads, with a clear route for exceptions. \nIdentify where pricing is leaking value or where yield can be improved, using scenario analysis on revenue and churn impact, and turn it into recommended action. \nPrice-increase performance\nOptimise the performance of the annual price increase across all four business units: set the cross-BU budget and forecast, plan the approach (waves, carve-outs, dependencies) and oversee the Analyst's execution through the business systems. \nWork with billing, sales, marketing and BU Revenue Operations Leads so that increases land on invoices and in revenue, coordinating customer messaging and notice requirements with marketing. \nReconcile delivered increases against budget and operating plan, explain variance, and provide the pricing inputs to forecast and budget. BU Revenue Operations Leads own the integration into their BU forecast and narrative. \nCustomer retention reporting through cohorts\nBuild and own the renewal-cohort view jointly with the Senior Manager, Revenue Operations. This means one agreed methodology for customer base value and value up for renewal by month and year, reconciled across CRM and billing. \nEstablish the cohort view as the shared base for measuring price-increase impact, churn and retention, and for setting budget targets. \nReport regularly on how the customer base is renewing, growing and churning, and supply the cohort inputs that churn, retention and revenue forecasting depend on. \nGive the Retentions and Renewals teams reporting and insight they can act on, including how customers respond to price changes. \nPerformance reporting, systems and data\nLead the design of reporting and self-serve dashboards across pricing, cohorts and churn, using automation and AI to cut manual effort. Set requirements for the Business Systems teams to build, and sign off that outputs are accurate and traceable to source. \nLead the mapping of how price, renewal and churn data flow through CRM, quoting and billing, showing where reporting breaks today and defining the target state. \nOwn the integrity of price structures, price lists and CRM data, including product and bundle set-up and the billing, Finance and RevOps interlink that keeps non-churn items out of reported churn. \nOwn pricing analytics as a decision input, covering price realisation, indexation performance, discounting and ASP, built on the central GTM Reporting and Forecasting team's data structures. \nLeadership\nLead and develop the Pricing Analyst, setting priorities and ensuring quality across execution, reconciliation and reporting. \nKey stakeholders\nSenior Manager, Revenue Operations, and the Retentions and Renewals teams. \nBU General Managers and BU Revenue Operations Leads across the four business units. \nCentral Revenue Operations, Finance, Billing, Sales and Deal Operations, Marketing, and the Business Systems, SRT&E and MIS teams. \nWorking for Us\nAt Cyncly, we call our team OneCyncly-a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life.\nWe value diversity of experience, perspective, and skill, and thrive through openness, trust, and respect. You’ll join a team that takes ownership, solves problems, and focuses on making an impact.\nWe encourage curiosity, welcome new ideas, and view mistakes as opportunities to learn. You’ll enjoy flexible and autonomous ways of working, supported by leaders committed to your growth.\nWe celebrate individuality and encourage everyone to bring their authentic self to work-because together, we build something better.\nIf you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in-come join us.","description_format":"text","description_chars":6374,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"Portugal","iso":"PT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Software","E-learning","Virtual Events"],"lifecycle":[{"event":"open","at":"2026-10-05T20:46:47Z"}],"visa":[],"liveness":{"score":61,"band":"ok","label":"Likely open","p_open":1,"p_active":0.614,"p_room":1,"age_days":6,"expected_fill_days":41,"reasons":["conf:1","stale_co","velocity","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/cyncly-customer-performance-and-operations-manager","json_url":"https://alion.io/job/cyncly-customer-performance-and-operations-manager.json","meta":{"generated_at":"2026-10-12T14:52:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23462,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20954},"rest":"https://alion.io/mcp/rest/get_company?id=20954"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcyncly-customer-performance-and-operations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcyncly-customer-performance-and-operations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcyncly-customer-performance-and-operations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cyncly-customer-performance-and-operations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcyncly-customer-performance-and-operations-manager"}]}