Commercial Operations Manager - Wholesale & Franchise England, United Kingdom

Overview

The Commercial Operations Manager is a hybrid role with a primary focus on leading Commercial Operations across the Wholesale and Franchise (WHS/FRA) channels. The role oversees the complete end-to-end order lifecycle and acts as the central operational interface between Wholesale, Planning, Supply Chain, Finance, and Sourcing. It ensures partner demand is accurately captured, fulfilled efficiently, and delivered on time and in full (OTIF).

The position owns the order book, leads the Operational Team, and drives operational excellence through strong team leadership, proactive issue management, and data-driven performance insights. As SAP Subject Matter Expert, the role ensures systems, tools, and processes are robust, optimised, and future-ready. Additionally, the role supports the Franchise business, acting as a key operational and commercial partner to ensure integration, readiness, and ongoing execution.

Order Book Management & Delivery Execution:

• Own the full order lifecycle from order capture to delivery, ensuring strong OTIF performance across WHS/FRA partners.
• Maintain real-time oversight of the order book, proactively identifying risks and resolving issues.
• Align demand, supply, and delivery timelines in close coordination with Wholesale, Planning, Supply Chain, and Sourcing.
• Drive continuous improvement in order accuracy, fulfilment speed, and delivery reliability.

Operational Leadership & Team Management

• Lead the operational team, ensuring high standards of performance, clarity of priorities, and best-in-class execution.
• Define and continuously refine the WHS/FRA operational model to ensure efficiency, scalability, and service excellence.
• Provide operational subject-matter expertise across Retail, IRL, Wholesale, and Franchise workflows.
• Act as a deployable resource for Go-Live support, operational stabilisation, and urgent market-level issue resolution.
• Foster a collaborative, high-performance team culture with strong cross-functional alignment.

Partner & Stakeholder Engagement

• Collaborate with commercial teams to understand partner needs and translate them into operational solutions.
• Build and maintain strong relationships with Planning, Supply Chain, Finance, Sourcing, and IT to ensure seamless operational execution.
• Support partners with clear, timely, and accurate operational communication.

Performance Reporting & Insights

• Deliver actionable reporting on order-book health, OTIF performance, and key operational KPIs.
• Identify trends, bottlenecks, and root causes to support decision-making and drive operational improvement.
• Provide performance insights to leadership across the WHS/FRA channels.

Systems & Process Ownership

• Serve as SAP Subject Matter Expert ensuring system workflows, improvements, and enhancements meet operational requirements.
• Collaborate with IT, Supply Chain, and Planning to drive automation, enhance data integrity, and streamline end-to-end processes.
• Champion process standardisation and continuous operational improvement.

Franchise Operational & Commercial Enablement

• Act as a key operational and commercial partner for Franchise accounts, supporting onboarding and ongoing execution.
• Capture, validate, and embed operational, commercial, and system requirements for Franchise partners.
• Coordinate with Supply Chain, Planning, and Sourcing to ensure seamless integration and readiness.
• Equip partners with the processes, systems, and tools needed to manage orders, deliveries, and operational interactions effectively.

Essential Criteria:

• Proven experience in customer operations, order management, or supply chain within wholesale, franchise, or retail environments.
• Strong understanding of order book management and OTIF performance levers.
• Hands-on experience with SAP or a comparable order management system.
• Commercial experience, ideally within a channel such as wholesale, franchise, or retail.
• Excellent stakeholder management skills and the ability to influence cross-functionally.
• Strong analytical skills with a track record of using data to drive operational and commercial performance.
• Demonstrated leadership ability and experience developing…