Commercial Sales & Operations Manager Bakery

Reports to:

Managing Director

Location:

Hackney / Production Sites / WFH (as required)

Hours:

40 hours per week (Full Time)

Salary:
Circa £55,000 per annum, dependent on experience

Applications will be reviewed on a rolling basis and interviews may take place before the closing date. We encourage early applications, as the role may be filled once a suitable candidate is identified

Luminary Bakery is entering a phase where commercial growth must be delivered alongside operational discipline. The Commercial Sales & Operations Manager is a senior, hands‑on role responsible for driving revenue growth while ensuring the customer and fulfilment engine operate smoothly, accurately and with care.

This role exists to move Luminary from reactive sales to intentional, structured commercial growth: winning new business, increasing repeat orders and ensuring that every order delivered reinforces trust in the Luminary brand — without senior leadership needing to intervene day‑to‑day.

This is a commercial leadership role with clear KPIs, operational authority and accountability for outcomes.

• Sales & Revenue Growth
• Customer Operations & Fulfilment Leadership

The post holder is personally accountable for driving revenue growth across Luminary’s B2B and direct‑to‑consumer channels.

• Proactively generate new sales through structured outbound activity, including corporate orders, standing orders, wholesale accounts and repeat B2B customers.
• Own and actively manage a live sales pipeline, tracking leads, follow‑ups, conversions, lost opportunities and forecasted revenue.
• Convert inbound enquiries into confirmed, profitable orders through confident quoting, follow‑up and closing.
• Reactivate dormant or lapsed clients and increase order frequency and value from existing customers.
• Lead seasonal and campaign‑based sales activity (e.g. Christmas, International Women’s Day, Easter), translating business priorities into focused sales actions.
• Work closely with the team to ensure clear handover of high‑value, complex or strategic accounts.
• Apply strong commercial judgement, balancing pricing, margins, production capacity and long‑term customer value.
• Manage key accounts and supporting monthly & quarterly business reviews (QBRs)
• Prepare and share simple, regular sales reporting covering pipeline health, wins, risks and short‑term forecast.

The post‑holder owns the end‑to‑end customer order journey, from confirmation through to delivery, across all sales channels.

• Oversee customer operations across e‑commerce, corporate, wholesale, weddings and events orders.
• Line‑manage the Customer Service team, packers and weekend customer service cover, providing clear direction and accountability - as well as the delivery driver(s).
• Set and uphold standards for customer communication, response times, tone, accuracy and professionalism.
• Ensure orders are accurately processed, invoiced, packed, labelled and dispatched in line with agreed timelines.
• Act as the point of accountability when issues arise, resolving problems quickly, calmly and professionally.
• Coordinate closely with Production, Fulfilment and Delivery partners to manage capacity, cut‑offs and operational constraints.
• Ensure CRM, order platforms (e.g. Shopify, Wherefour) and tracking systems are accurate, up to date and consistently used.

• Design, implement and improve systems that support scale, efficiency and repeat sales.
• Identify operational bottlenecks that restrict sales growth and take ownership of resolving them.
• Ensure clear, consistent handovers between Sales, Production and Fulfilment teams.
• Build simple, robust processes that enable the Customer Service team to perform confidently and consistently.

• Lead with clarity, authority and care, setting expectations and following through.
• Create a calm, organised and accountable working environment within Customer Service and Fulfilment.
• Support and develop direct reports through regular check‑ins, clear feedback and practical coaching.
• Act as a role…