As Head of Commercial Process Excellence, you are responsible for the end-to-end orchestration of system-supported commercial processes across Sales and Customer Service. You define clear standards, governance, and KPI frameworks, ensuring consistent and scalable execution across all units. The objective is to create an integrated process landscape that is tightly aligned with the commercial tech stack and measurably contributes to efficiency, growth, and customer experience.
- You build the Commercial Process Excellence organization from scratch and lead it in an international setup, with a process ownership layer along the customer value streams and a capability layer for cross-functional areas.
- You develop a robust operating model for the function and define roles, responsibilities, decision rights, and ways of collaboration between process owners, capabilities, commercial units, GTM channels, and commercial platforms.
- You are responsible for the target state of system-supported commercial processes across Sales and Customer Service, defining end-to-end process ownership along the customer value streams—from acquisition and conversion through to service and retention.
- You and your team establish central process governance for all system-supported commercial processes and define binding standards, business rules, taxonomies, and escalation frameworks across regions, channels, and units.
- You own the commercial process roadmap and prioritize process initiatives based on business impact, customer value, complexity, and scalability, in close alignment with the Commercial Leadership Team.
- You make final decisions on process design, resolve conflicts of objectives, and manage deviations, ensuring that local exceptions do not unintentionally become the new standard.
- You ensure that process architecture, tooling, and the operating model are seamlessly aligned and translate business objectives into scalable process, data, and automation logics.
- You manage the performance of all system-supported commercial processes based on clear KPI frameworks, leveraging process intelligence, data, and transparency to systematically identify inefficiencies.
