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Location : Henley-on-ThamesDepartment: Commercial OperationsReports 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.
