The Senior Manager, Commercial Experience will lead a team of project managers and analysts responsible for delivering end-to-end commercial tools, business capability improvements, and customer experience transformation across the Commercial business.

This role focuses on creating the strategy and delivering the commercial tools, processes, and capabilities that underpin how the Commercial business runs and grows. The Senior Manager will lead cross-functional execution to modernize commercial experiences, operationalize AI-driven solutions, and ensure scalable, efficient support for go-to-market and route-to-market strategies.

What you will do:

Business Responsibilities

• Lead transformation initiatives that modernize how the Commercial business operates, including redesigning tools, processes, and end-to-end capabilities.
• Translate commercial strategy and future-state operating models into executable roadmaps and deliverables.
• Drive simplification, scalability, and standardization across commercial motions while enabling flexibility for routes to market and geographies.
• Partner closely with IT, Data, Sales, and Operations to ensure solutions are designed for long-term adoption and impact.
• Own the delivery lifecycle of commercial tools—from ideation and business case through build, launch, and adoption.
• Ensure tools materially improve seller effectiveness, customer experience, and operational efficiency.
• Own and evolve the REL Customer Experience strategy and execution, ensuring it reflects future commercial needs and customer expectations.
• Establish feedback loops, experience metrics, and governance to continuously assess and improve Commercial CX outcomes.
• Identify and lead high-impact AI-enabled use cases that transform commercial execution and decision-making.
• Partner with IT, analytics, and data teams to pilot, scale, and operationalize AI-driven tools.
• Generate forward-looking insights to inform go-to-market strategy, coverage models, and route-to-market effectiveness.

Leadership Responsibilities

• Lead, develop, and inspire a team of project managers and analysts to operate as a transformation engine for Commercial.
• Build strong change management and communication approaches to support adoption of new tools and processes.
• Act as a trusted partner to senior leaders across Commercial, Strategy & Ops, IT, and Geographies.

What you'll need to bring:

• 12 years of experience in commercial operations, strategy & operations, business transformation, or related fields.
• Proven experience leading complex, cross-functional transformation or capability-building initiatives.
• Strong understanding of commercial operating models, GTM strategies, and routes to market.
• Ability to translate strategic objectives into scalable tools, processes, and execution.
• Strong analytical and storytelling skills for executive and leadership audiences.

Preferred

• Experience delivering AI-enabled or advanced analytics solutions in a commercial or sales environment.
• Background in customer experience transformation, process redesign, or digital transformation.
• Experience operating in a global, matrixed organization.
• Project Management Professional Certification