Commercial Operations Manager

Job Title: Commercial Operations Manager
Location: Multiple Locations Available: Cornwall, Cheltenham, EMEA
Location Type: Hybrid (3/2 Office/Home)
Website: https://www.wmfts.com/en/
Group: https://www.spiraxgroup.com/

Watson-Marlow Fluid Technology Solutions is part of Spirax Group, a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

When you join us, you will be integrated into a cooperative and encouraging team, participate in challenging yet critical work, and experience ongoing growth opportunities to help you achieve your full potential. Visit our website to learn more.

Job Summary:
The Commercial Operations Manager is an EMEA leadership role within the Customer Experience, part of the EMEA division. Reporting to the Head of Customer Experience, the role develops and delivers the EMEA Commercial Operations strategy, strengthening the operational discipline and insight needed to unlock sales performance and improve customer loyalty and retention.

The role will embed improved ways of working, set clear KPIs and use data to drive continuous improvement and reliable delivery. It will enable AI, automation and digital solutions while leveraging our people’s expertise and interpersonal skills to create memorable, high-value customer interactions.

Role scope
Leads EMEA Commercial Operations through six team leaders and approximately 50 individual contributors, harnessing the team’s capability to deliver a market-leading customer experience. Accountable for operational performance, workforce capability and the Commercial Operations budget and cost base, with authority to set priorities, KPIs, process standards and resource deployment within the agreed strategy and budget.

Key Responsibilities:

• Develop and deliver the EMEA Commercial Operations strategy, translating, complementing and adding to the Head of Customer Experience’s direction into priorities and standards.
• Own operational KPIs, using insight to improve customer service, order-book health, sales support and delivery risk.
• Maintain accurate customer pricing and commercial data.
• Lead critical customer escalations and recovery plans.
• Manage the Commercial Operations budget and cost base, delivering efficiency targets and recommending workforce, capability and investment priorities.

• Embed standardised ways of working and a culture of continuous improvement – in alignment across EMEA.
• Improve data quality and processes to enable AI, automation and digital solutions.
• Combine digital tools with our people’s expertise and judgement to create high-value customer interactions.

• Build strong partnerships with colleagues in the Americas and APAC, and with key functional teams across Sales, Supply, Finance, Strategic Initiatives, IS and Global Process, developing a clear understanding of their priorities, processes and KPIs.
• Align Commercial Operations with partner teams to resolve cross-functional issues and improve the end-to-end customer experience.

• Use clear storytelling to engage colleagues with change and the Commercial Operations vision.
• Lead through others, driving consistent performance across diverse teams and cultures.
• Set clear expectations, address underperformance and turn colleague feedback into visible action.

• Significant leadership experience in customer experience, commercial operations or another customer-facing environment, including leading through managers across a large, geographically dispersed workforce.
• Strong operational and commercial judgement, including KPI management, data-led improvement, workforce planning and budget efficiency.
• Proven success embedding change, continuous improvement and digital or automated ways of working.
• Strong stakeholder leadership and influencing skills, with the ability to create a compelling vision and secure cross-functional commitment.
• Engaging people leadership, including storytelling, talent development, retention, performance management and action from colleague feedback.
• Excellent analytical, problem-solving and communication skills, with sound judgement in managing customer risk and escalations.

• Experience in manufacturing, engineering or industrial sectors.
• Knowledge of CRM and ERP systems, including Microsoft Dynamics AX.
• Experience with AI, automation, digital transformation or differentiated service for strategic customers.
• Additional EMEA language capability.

At Watson-Marlow, we believe in taking care of our colleagues. We offer a generous benefits package, including:

• A competitive salary
• Flexible working arrangements
• A generous holiday allowance
• Three days’ paid volunteering leave
• Additional support and benefits through our Everyone is Included Group Inclusion Plan

Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include

• Gender-neutral parental leave
• 15 days of extra paid caregiver leave
• Paid time off and support for anyone experiencing pregnancy loss or domestic abuse
• Menopause-friendly workplace principles and more

Learn more at spiraxgroup.com/inclusion.

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form.

We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We encourage candidates from all backgrounds to apply.

If you require accommodations during the application process, please let us know.

Company Overview
At Watson-Marlow Fluid Technology Solutions, part of Spirax Group, we are driven by innovation and are dedicated to creating an inclusive workplace where everyone is empowered to make a difference. As a world leader in manufacturing peristaltic pumps and associated fluid path technologies for the life sciences and process industries, we offer a wide range of products, including tubing, specialised filling systems and products for single-use applications.

Our shared Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 116 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.