Commercial Operations Manager

Operational Performance and Robustness Develop and deliver the EMEA Commercial Operations strategy, translating, complementing and adding to the Head of Customer Experience’s direction into priorities and standards. Own operational KPIs, using insight to improve customer service, order-book health, sales support and delivery risk. Maintain accurate customer pricing and commercial data.

Lead critical customer escalations and recovery plans. Manage the Commercial Operations budget and cost base, delivering efficiency targets and recommending workforce, capability and investment priorities. Continuous Improvement and Digital Enablement Embed standardised ways of working and a culture of continuous improvement - in alignment across EMEA.

Improve data quality and processes to enable AI, automation and digital solutions. Combine digital tools with our people’s expertise and judgement to create high-value customer interactions. Stakeholder Collaboration Build strong partnerships with colleagues in the Americas and APAC, and with key functional teams across Sales, Supply, Finance, Strategic Initiatives, IS and Global Process, developing a clear understanding of their priorities, processes and KPIs.

Align Commercial Operations with partner teams to resolve cross-functional issues and improve the end-to-end customer experience. Leadership Capability Use clear storytelling to engage colleagues with change and the Commercial Operations vision. Lead through others, driving consistent performance across diverse teams and cultures.

Set clear expectations, address underperformance and turn colleague feedback into visible action.