Company:
PE-backed global certification and assurance provider.
Role Summary
The Global Head of Revenue Operations is responsible for designing, scaling, and optimising the end-to-end revenue engine across Marketing, Sales, Customer Success, Service Delivery and Renewals. This role ensures that every step of the customer journey, whether direct acquisition, partner-led acquisition, or growth from existing clients is measurable, efficient, and aligned to the company’s commercial goals.
The position requires a senior professional who can build operational foundations from the ground up, implement high-performing systems and processes, and drive insight-led decision making that enhances conversion, retention, margin, and lifetime value.
Key Responsibilities
1. Commercial & Capacity Planning
- Partner with Commercial Finance, Marketing, Sales and Delivery teams to construct reliable forecasts for new business, renewals, and channel performance.
- Develop data-driven headcount, productivity and pipeline models to support both long-term planning and rapid scaling.
- Establish consistent forecasting rhythms and alignment across all revenue-generating functions.
2. Data Infrastructure & Technology Ownership
- Own and evolve the global customer and revenue systems ecosystem (CRM, marketing automation, customer platforms, financial integrations, etc.).
- Ensure systems are fully integrated to create a single, accurate view of the customer across teams.
- Introduce automation that improves hand-offs, enhances conversion, reduces leakage, and supports expansion opportunities.
- Drive data governance and quality standards to maintain accuracy, consistency, and reliable reporting.
3. Process Design & Lifecycle Optimisation
- Architect and document the full customer lifecycle—from first touch through onboarding, delivery, renewal, and expansion.
- Define scalable processes for:
- Lead qualification, routing, and prioritisation
- Sales-to-delivery handover
- Renewal triggers and expansion motions (behavioural, usage-based, satisfaction-based)
- Identify friction points (e.g. onboarding bottlenecks, pre-renewal churn) and implement solutions that improve speed, efficiency, and customer outcomes.
- Champion process adoption through change management, enablement, and cross-team alignment.
4. Reporting, Insight & Performance Analytics
- Build and maintain executive dashboards that show pipeline health, revenue performance, efficiency metrics, customer lifecycle insights, and channel effectiveness.
- Work closely with Finance to measure unit economics, productivity, and key indicators of sustainable growth.
- Provide actionable insights to leadership, highlighting opportunities to improve conversion, retention, margin, or go-to-market efficiency.
5. Leadership, Alignment & Enablement
- Act as the central coordination point between Marketing, Sales, Customer Success, Delivery, Product, and Finance.
- Ensure teams have clarity on goals, metrics, and processes that support consistent commercial execution.
- Partner with People/HR to design incentive structures that promote revenue growth, margin discipline, and customer success.
- Build and lead a high-performing Revenue Operations team as the function scales globally.
Success Measures
The role will be responsible for improving and maintaining performance across key metrics such as:
New Business Performance
- Conversion rates across the funnel (marketing lead → sales ready → closed-won)
- Cost of acquisition and payback period by segment or audience
Customer Activation & Delivery
- Time-to-value and time-to-onboarding
- Delivery utilisation and gross margin performance
Customer Retention & Expansion
- Gross and net revenue retention
- Renewal predictability and uplift rates
- Share of customers expanding product or service use
Operational Efficiency
- ARR per FTE
- Forecast accuracy across revenue streams
- Operational bottleneck reduction and process adherence
Experience & Qualifications
- 5+ experience in a senior Revenue Operations, Sales Operations, or Commercial Operations.
- Proven record of building operational foundations in a high-velocity, multi-audience commercial environment.
- Strong proficiency in CRM ecosystems (e.g., HubSpot) and multi-system architectures.
- Demonstrated ability to turn complex data into clear insights and strategic recommendations.
- Experience defining and optimising customer journeys in recurring-revenue or service-led business models.
- Excellent stakeholder management and communication skills with the ability to influence across teams and geographies
