Director, Commercial Operations

• Own and govern the Commercial Release Framework, setting release classification standards (where Pricing & Packaging impact) and ensuring appropriate runway timelines are defined, communicated, and adhered to across all commercial launches
• Serve as the primary integration point between Product, Finance, and Go-to-Market teams, translating commercial release plans into operational readiness requirements for CPQ, SKU governance, billing, and Deals Desk execution
• Guide and hold accountable downstream operational teams — including the Commercial Desk, Renewals Desk, and Reseller operations — on release-specific impacts, ensuring teams are enabled, systems are updated, and exceptions are managed ahead of go-live
• Drive cross-functional release governance, chairing or co-chairing commercial readiness reviews, maintaining the release planning framework, and escalating risks where runway, system integrity, or stakeholder alignment is at risk prior to launch
• Define and own the commercial pricing operations framework, ensuring pricing accuracy, consistency, and compliance across all systems and channels
• Partner with Finance and Sales leadership to develop, evolve, and govern pricing structures in support of go-to-market strategy
• Establish and maintain a pricing governance model, including exception management, escalation pathways, and audit cadences
• Drive continuous improvement in pricing data quality, monitoring for anomalies and systemic compliance risks
• Hold strategic and operational ownership of the CPQ platform, including architecture, configuration, quality assurance, and roadmap alignment
• Serve as the senior escalation point and commercial authority for CPQ-related issues raised by field sales, Deals Desk, and partner teams
• Govern UAT and change management processes for all CPQ enhancements, integrations, and releases
• Work cross-functionally with IT and system owners to drive CPQ continuous improvement, ensuring the platform scales with business growth
• Lead and own the product SKU catalogue strategy, ensuring data integrity and synchronisation across CPQ, CRM, NetSuite, and downstream billing systems
• Govern the full SKU lifecycle — from creation and launch through active management, deprecation, and deactivation — with clear policies, documentation, and cross-functional communication
• Drive SKU rationalisation initiatives, reducing catalogue complexity while maintaining commercial flexibility and system stability
• Partner with Product, Finance, and IT to resolve systemic catalogue issues, including renewal logic, auto-provisioner alignment, and sync failures between platforms
• Lead the strategic and operational coordination of end-of-life product programmes for SKU Governance
• Define and enforce EOL governance standards for Pricing Operations, Desk and IT teams
• Provide consolidated leadership and direction for the Commercial Desk and Renewals Desk functions, owning team performance, operational standards, and strategic alignment
• Set and monitor SLAs, capacity frameworks, and quality benchmarks for Desk operations, ensuring consistent commercial delivery
• Develop scalable enablement programmes — including onboarding, training, and process documentation — to uplift Desk capability and reduce operational dependency
• Serve as a senior commercial advisor on complex, high-value, or escalated deal and renewal scenarios, working closely with Sales leadership and Finance

• 8+ years of progressive experience in commercial operations, revenue operations, or a closely related function, with at least 3 years in a senior or people-management capacity
• Demonstrated experience owning CPQ platforms (e.g. Salesforce CPQ, Apttus/Conga) and CRM systems at an operational and strategic level
• Proven track record of leading SKU governance, pricing operations, or product lifecycle programmes in a SaaS or technology business
• Strong cross-functional leadership experience, working across Sales, Finance, Product, IT, and Customer Success at pace
• Experience managing or consolidating operational teams (Deals Desk, Renewals Desk, or equivalent)
• Exceptional analytical and systems-thinking capability, able to diagnose root causes and drive durable solutions across complex, interconnected commercial infrastructure
• Strong influencing and stakeholder management skills
• comfortable operating at Director and VP level across functions
• High commercial acumen — able to connect operational decisions to revenue outcomes, margin impact, and customer experience
• Clear, structured communicator with the ability to translate operational complexity into executive-ready narratives and documentation
• Process-oriented and quality-driven, with a track record of building scalable frameworks and governance structures
• Bachelor’s degree in Business, Finance, Economics, or a related quantitative field

An MBA is a plus