This role will drive end-to-end commercial process excellence across Sales, Customer Service, and shared services, with a focus on improving execution, reducing inefficiencies and disputes, and enhancing digital adoption. The position plays a key role in improving customer experience, cost-to-serve, and overall operational performance.
Key Responsibilities
- Design and optimise commercial processes, including control points, handovers, and decision rules
- Establish KPIs and performance routines (e.g. cycle time, backlog, disputes, digital adoption)
- Drive continuous improvement across the commercial lifecycle and reduce commercial leakage
- Strengthen pipeline management, quoting, account planning, and dispute resolution processes
- Partner cross-functionally with Sales, Customer Service, Pricing, and shared services teams
- Define ownership between frontline and shared services and align with operational constraints
- Identify performance gaps and implement sustainable improvements
- Embed governance, reporting, and accountability frameworks
- Support digital transformation and system enhancements, including EDI/API integrations
- 10–15+ years of experience in process improvement, transformation, or commercial operations.
- Background in shipping, logistics, or complex B2B environments preferred.
- Proven track record in driving efficiencies and improving processes.
- Degree in Business, Supply Chain, Engineering, or related field.
- Lean Six Sigma (preferred).
- Change or project management certification is an advantage.
