Head of Business & Revenue Operations in London

Bókun.io is a leading SaaS platform powering the experiences industry, enabling tour and activity operators to manage their businesses efficiently while seamlessly connecting with resellers, marketplaces, and other partners. As we scale, we are looking for a Head of Business & Revenue Operations to own our operational foundation, lead a data-driven GTM strategy, and drive sustainable revenue growth across the organisation.

This is a rare opportunity to set the operational foundations of a fast-growing SaaS business — not to inherit a machine that's already running, but to build one. If you're the kind of person who thrives without train tracks already laid, who can pick up a broad remit and instinctively know where to focus, this role was written for you.

As Head of Business & Revenue Operations, you will own the strategic and operational infrastructure that powers Bókun's revenue engine. Reporting directly to the General Manager, you'll work across Sales, Marketing, Customer Success, Finance and Product Development — not by managing those teams, but by leading through influence, building the systems, processes, and intelligence layer they need to grow with precision and speed.

You’ll bring a product way of thinking to operations: treating our critical user journeys — activation, conversion, expansion, reactivation — as products you own, with clear success metrics, instrumentation, and a cycle of hypothesis, experiment, and iteration. This is a hands‑on, individual contributor role with significant influence. You will be the one doing the work (along with others supporting you)— designing the frameworks, pulling the forecasting models together, and embedding AI tools into day‑to‑day operations. You’ll operate at a strategic level: shaping the GTM roadmap, advising the executive team, and contributing to board‑level conversations. Equally comfortable at both strategic and tactical levels.

Job Location: Hybrid – requires 1/2 days per week in our London, Oxford or Reykjavik office.

Key responsibilities

• Own and lead the end‑to‑end RevOps strategy — the connective tissue between Sales, Marketing, Customer Success, and Finance.
• Partner with the C‑suite to define annual revenue plans, growth targets, and market expansion strategy.
• Drive pipeline management, conversion rate optimisation, and sales process excellence to maximise GTM efficiency.
• Own sales quota design, territory planning, and incentive compensation models that drive the right behaviours.
• Build and maintain sophisticated revenue forecasting models, scenario plans, and expansion revenue strategies including upsell, cross‑sell, and CLV optimisation.
• Own monetisation and expansion strategy across pricing architecture, customer journey design, and billing platform optimisation — ensuring revenue growth levers are clearly defined, commercially sound, and operationally executable.
• Own the critical user journeys that drive revenue — signup/activation, conversion to paid, expansion, and reactivation — end to end.
• Own the Salesforce roadmap across all operational teams — setting priorities, driving decisions, and ensuring the platform keeps pace with how the business grows.
• Lead Salesforce architecture decisions, data model design, and process automation to support evolving GTM needs.
• Ensure Salesforce is the source of truth for pipeline, forecasting, and customer data — maintaining data quality and governance standards.
• Identify and implement integrations with the broader GTM tech stack (marketing automation, CS tooling, finance systems) to create a unified operational view.
• Design, implement, and continuously optimise attribution models that give clear visibility into what's driving pipeline and revenue — ensuring marketing and sales investment decisions are grounded in reliable data.
• Drive adoption across teams, building intuitive workflows and dashboards so Salesforce becomes a genuine operational asset, not just a record system.

AI‑Powered Operations

• Lead Bókun's AI operations strategy — identifying, evaluating, and embedding AI and ML tools across revenue and business operations.
• Drive adoption of AI‑powered pipeline intelligence, churn risk scoring, lead prioritisation, and deal velocity analysis.
• Architect agentic workflow automations across sales sequences, customer health monitoring, and onboarding — reducing friction and accelerating time‑to‑revenue.
• Oversee integration of LLM‑based tooling (AI‑assisted outreach, call intelligence, content generation) into the GTM tech stack.
• Establish governance frameworks for AI tool adoption, data quality standards, and output validation — ensuring reliable, accountable use of AI across the org.

Business Operations Optimisation

• Audit the full revenue cycle from lead acquisition to renewal — identifying structural improvement opportunities and acting on them.
• Map and own key customer SaaS journeys — from activation through to reactivation — identifying drop‑off points, friction, and optimisation opportunities that directly impact retention and revenue recovery.
• Design and implement scalable operating models that support growth across new geographies, segments, and product lines without proportional cost increases.
• Rationalise the GTM tech stack — assessing tooling for overlap, under‑utilisation, and ROI, and consolidating where appropriate.
• Build revenue‑linked OKR frameworks, ensuring team targets ladder clearly to company‑wide growth objectives.
• Build capacity planning and resource allocation models to inform headcount and investment decisions.
• Establish and lead cross‑functional operating rhythms — QBRs, pipeline reviews, forecast calls — with standardised templates and accountability structures.

Organisational Influence & Leadership

• 8+ years in Revenue Operations, Business Operations, or a related senior role within a SaaS or marketplace business, with at least 2–3 years at head‑of or equivalent level.
• Deep, hands‑on Salesforce expertise — you've owned a Salesforce instance end‑to‑end, not just used it. You can strategise, architect, and drive adoption across a business.
• Proven track record of building operational foundations from scratch — you're comfortable without a playbook already in place and confident acting on your own initiative.
• Exceptional analytical skills: forecasting, revenue modelling, capacity planning, and data‑driven decision‑making are second nature.
• Experience with the broader GTM tech stack — HubSpot, Intercom, ActiveCampaign, and similar — and a track record of rationalising and optimising it.
• Demonstrated leadership in AI/ML tooling adoption — from predictive scoring to agentic automation — within a GTM or operations context.
• Strong executive presence: able to influence at C‑suite level and translate operational complexity into clear strategic narrative.
• Scrappy and adaptable — able to juggle a wide scope, prioritise ruthlessly, and dive deep into what really needs attention.
• Self‑starter with a bias for action; equally comfortable at strategic and execution levels.
• Experience partnering with Product and Engineering teams to turn operational insight into shipped product improvements.
• Product way of thinking: you've owned user journeys or funnels end‑to‑end, defined and instrumented their success metrics (e.g., Mixpanel/Amplitude), and improved them through experimentation — not just reported on them.
• Ability and willingness to travel globally around 10% of time.

What We Offer

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle. Remote‑friendly approach across a worldwide team, with the option to join on‑site as often as you’d like or as required by your team.
• Flexible schedule. Work‑life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.