Commercial Operations Director

Purpose of Role:

Primary development of an integrated commercial operations department that will deliver:

1. Excellent product experience designed to win, retain and grow market share

2. Dynamic and progressive product roadmap to match member needs

3. Effective analysis, planning and strategy to support sales & marketing objectives

4. Excellent tech support, member support and user engagement at every level

5. Commercial and operational efficiencies through great tech and business process

Key Responsibilities:

• Business Process Management
• Commercial Operations
• Member Experience
• Member Support
• Consumer Support
• Technical Support
• Compliance

Key Deliverables:

• Member experience: tracking and measuring satisfaction, optimise member experience
• Member on-boarding: establishing best in class process
• Business process mapping: identifying current process, pros and cons, and mapping future process
• Go to market planning and facilitation, on-going support after execution
• Technical Member support, 1st and 2nd line member helpdesk
• Member satisfaction tracking, analysis and reporting
• User engagement and retention, sociability & product interaction
• Contributing data to support pricing, product and packaging decisions and influencing future strategy
• Supporting commercial ops with commission planning and general commercial support
• Owning and executing membership criteria

Candidate Background:

• Current experience at senior level within a SaaS, consulting, digital or portal environment
• Demonstrable track record in business process analysis & management
• Comfortable building and developing constructive internal relationships with multiple stakeholders
• Previous responsibility for concept, planning and delivery of commercial operations strategy
• Agile and product focussed with a track record in change management and operational delivery

Candidate Behaviours:

• Process orientated
• Reputation for excellence
• Diplomatic by nature
• Strong but persuasive influencer
• High level of commercial acumen
• Highly analytical
• Passion for problem solving
• Genuine leadership qualities
• Dedicated to continual improvement
• Sets high standards and achieves them

Alexander Rhodes Associates Ltd are the formally appointed intermediary for this search, the hiring company will remain confidential until the preliminary phone call from when we offer full disclosure. We apologise for retaining confidentiality at this stage, however, every relevant application is guaranteed a personal response. [/text-holder]

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