Job Description

- Head of Commercial Operations

Role Purpose

The Head of Commercial provides strategic leadership of the Group's commercial functions, overseeing Sales, Account Management, and Customer Service. The post holder is responsible for driving revenue growth, ensuring contract compliance, maintaining high client satisfaction, and supporting profitable service delivery across all sites.

This role provides line management to the Sales Manager and two Account Managers, setting performance expectations, developing capability, and ensuring strong commercial execution across the customer lifecycle -- from prospecting and onboarding to retention and contract renewal.

Key Responsibilities - Commercial Strategy & Leadership

Lead the development and delivery of the Group's commercial strategy in line with growth, profitability, and operational goals.

Provide direct leadership to the Sales Manager and Account Managers, ensuring clear objectives, aligned priorities, and high performance.

Act as the senior commercial advisor to the Managing Director and Senior Leadership Team.

Identify high-value market opportunities and emerging commercial risks.

Key Responsibilities - Sales Leadership

Oversee and support the Sales Manager in developing pipelines, closing deals, and establishing sector-based growth strategies.

Lead on major opportunities, tenders, and high-value negotiations where senior involvement is required.

Ensure the sales team operates with structured processes, accurate CRM usage, and measurable KPIs.

Key Responsibilities - Account Management & Customer Success

Provide direct oversight to the Account Managers, ensuring clients receive proactive support, consistent communication, and personalised service.

Monitor account performance, renewals, retention, upsell, and risk indicators.

Escalate and resolve major or high-impact client issues; ensure corrective actions are implemented.

Drive a customer-centric culture across the commercial function.

Key Responsibilities - Contract Compliance & Governance

Ensure all contracts are commercially sound, compliant, and aligned with operational capability.

Monitor contract KPIs, SLAs, pricing agreements, and profitability.

Oversee renewals, variations, terminations, and long-term contract planning.

Mitigate commercial risks through proactive monitoring and structured contract management processes.

Key Responsibilities - Financial & Operational Performance

Maintain oversight of commercial P&L performance, margin management, forecasting, and pricing strategy.

Work with Operations, Transport, and Finance to ensure commercial commitments are deliverable and financially viable.

Lead commercial reporting, including pipeline analysis, retention forecasts, and revenue performance.

Leadership & Team Development

Lead, manage, and develop the Sales Manager and two Account Managers, providing direction, coaching, training, and regular performance reviews.

Establish KPIs, dashboards, and performance frameworks across sales and account management.

Support succession planning, skill development, and continuous improvement in commercial competencies.

Key Performance Indicators (KPIs)

Revenue growth (new business & organic expansion)

Gross margin and profitability targets

Contract retention and renewal rates

Customer satisfaction and complaint resolution metrics

Tender win rate and sales pipeline strength

Accuracy of forecasting and pricing

Contract compliance and reduction of commercial risk

Team performance metrics for Sales Manager and Account Managers

Person Specification - Essential

Significant experience in a senior commercial, sales leadership, or business development role.

Proven experience leading managers and multi-person commercial teams.

Strong contract management and compliance knowledge.

Demonstrable success in delivering revenue growth and margin improvement.

Excellent negotiation, communication, and stakeholder management skills.

Strong analytical and financial acumen.

Ability to travel between sites and support face-to-face client engagements.

Person Specification - Desirable

Experience in commercial laundry, facilities management, logistics, manufacturing, B2B outsourcing, or similar sectors.

Experience scaling a commercial function through process improvement, CRM utilisation, and KPI frameworks.

Understanding of operational workflow constraints in production and logistics environments.

Additional Information

This job description may be updated to reflect evolving business needs.

Unless otherwise stated, "the Company" refers to all entities within the CanDo Laundry Services Group.

Job Types: Full-time, Permanent

Pay: 50,000.00-55,000.00 per year

Work Location: In person