Senior Manager, Commercial Performance & Customer Insights

Key Responsibilities

• Build and manage commercial KPI frameworks, dashboards, and scorecards.
• Develop executive reporting that provides visibility into performance, pipeline, retention, and growth opportunities.
• Launch and manage Voice of Customer and customer insight programs.
• Create customer health scoring and MVC reporting routines.
• Support sales target and incentive reporting and measurement processes.
• Implement performance review cadences and accountability routines.
• Drive commercial governance for pipeline reviews, account planning, and performance tracking.
• Improve Salesforce adoption, compliance, and reporting quality.
• Translate data into practical recommendations for commercial leaders.
• Support regional teams in adopting global standards and reporting disciplines.

Leadership Expectations

• Create clarity through data, reporting, and operating discipline.
• Drive adoption of global standards without creating unnecessary bureaucracy.
• Influence regional and functional stakeholders effectively.
• Focus on practical tools and measurable outcomes.
• Build trust with leaders by making performance visible and actionable.

Required Qualifications

• 7–10 years of experience in commercial operations, revenue operations, sales operations, analytics, customer insights, or a related field.
• Demonstrated experience building KPI, reporting, or performance management frameworks.
• Strong analytical skills and comfort working with data.
• Experience influencing cross-functional stakeholders in a matrixed organization.
• Strong communication and presentation skills.

Preferred Qualifications

• Experience in media, broadcast, sports, technology, live events, or related B2B services.
• Experience with Salesforce, BI tools, and commercial reporting systems.
• Exposure to sales incentives, pipeline governance, or sales performance management.
• Experience supporting transformation or process improvement programs.

First-Year Priorities

• Launch customer insight and Voice of Customer capability.
• Implement commercial KPI framework and executive reporting cadence.
• Support US and Europe sales target and incentive deployment.
• Establish commercial governance routines for pipeline and account planning.
• Improve Salesforce adoption, compliance, and reporting discipline.

What Success Looks Like

Commercial leaders have trusted performance visibility, customer insight is embedded into account planning, governance is followed consistently, and teams operate with more accountability, clearer priorities, and better execution discipline.