Head of Commercial Operations, Reward Gateway

• Proven experience in commercial analytics, revenue operations, or sales insights roles
• Strong background in SaaS or recurring-revenue environments
• Proven experience building dashboards and storytelling through data
• Experience supporting sales and/or Client Success teams with performance analysis
• Comfortable working with complex datasets and multiple systems (CRM, BI tools)
• Commercial intelligence: deep understanding of revenue levers
• Analytical rigor: structured problem-solving and insight generation
• Influencing skills: proven ability to challenge and coach senior stakeholders
• Attention to detail: ensures accuracy, reliability, and consistency
• Proactivity: anticipates issues before they become problems
• Business partnering: collaborative and trusted by leaders

Desirable

• Reporting To: Director of Commercial Excellence
• This position is offered as a fixed-term contract for maternity cover, currently scheduled to conclude in January 2027
• Please be advised that the duration of this appointment is contingent upon the return of the incumbent and may be subject to early termination should they resume their duties prior to the anticipated date
• The Head of Commercial Operations is the analytical engine behind the commercial organisation
• You will own the performance analytics, reporting frameworks, forecasting models, and revenue insights that guide decision-making for:
• Director of Growth (New Business)
• Director of Client Success
• Head of GTM & Proposition
• Sales & CS leadership teams
• The role turns data into actionable commercial intelligence — identifying gaps, risks, and opportunities across pipeline, retention, pricing, adoption, utilisation, and GTM execution. This is not a back-office reporting role. It is a strategic partner to leadership, influencing priorities, resourcing, and revenue-generating decisions
• Turn raw data into commercial strategy: Identify trends, patterns, and root causes that impact revenue, churn, win rate, conversion, pricing, and product performance
• Provide the single source of truth: Own all commercial dashboards, reporting packs, and performance frameworks
• Improve forecasting accuracy: Help New Business and Client Success create reliable, data-backed forecasts
• Guide GTM decisions: Partner with Proposition and Sales Enablement to shape campaigns, pricing, and product optimisation
• Strengthen execution: Support leaders with insights that improve productivity, pipeline quality, retention, and expansion
• Analyse New Business and Client Success performance against targets
• Build dashboards covering ACV, pipeline, win rates, cycle times, retention, churn, expansion, and utilisation
• Surface insights that highlight risks, blockers, and opportunities
• Track commercial SLAs and operational performance (e.g., lead velocity, conversion quality, pipeline ageing)
• Support Sales and CS forecasting process with data-driven analysis
• Provide scenario modelling, trend analysis, and predictive insights
• Partner with Finance to ensure alignment across budgets, forecasts, and actuals
• Build a deep understanding of the funnel from lead → SQL → SQO → win
• Identify weak points in the process and recommend targeted improvements
• Partner with SDR, Sales, and Marketing to align funnel quality across teams
• Analyse renewal cycles, churn risk indicators, and utilisation drivers
• Work with CS leadership to identify customers requiring intervention
• Build churn prediction and early-warning indicators
• Own the monthly Business Review (BR) pack for Directors of Growth and Client Success
• Maintain weekly dashboards for leadership and frontline managers
• Ensure data integrity across CRM and reporting tools
• Work with Proposition Managers to track product adoption and pricing performance
• Partner with Sales Enablement to inform training and capability development
• Collaborate with Marketing on campaign performance and ROI

• Screening call with member of the Talent Acquisition Team
• First interview with UK Commercial Director
• Take-home assessment
• Final interview with Director of Commercial Excellence and member of the Commercial Excellence Team