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- Tasks: Lead retention strategies and enhance performance across various regions.
- Company: Dynamic company based in Newcastle with a focus on growth.
- Benefits: Competitive salary and opportunities for travel and career advancement.
- Why this job: Join a motivated team and make a significant impact on customer retention.
- Qualifications: Strong commercial acumen and experience in operations management.
- Other info: Exciting role with potential for professional development and travel.
The predicted salary is between 36000 - 60000 £ per year.
Commercial Operations Manager (Upsell, Proactive & Field Retention)
Location: Newcastle, United Kingdom (some travel required). Reports to Head of Retentions.
Role Overview
We are seeking a highly motivated and commercially focused Commercial Operations Manager to oversee the delivery, strategy, and performance of key retention functions across multiple regions. This role will be pivotal in driving customer loyalty, revenue growth, and churn reduction by managing our Upsell, Proactive Retention (Winback & Protective actions), and Field Retention activities.
Key Responsibilities
Upsell Function
- Lead the operational management and strategic direction of the Upsell team, split between the UK and an outsourced partner.
- Drive revenue growth through effective customer engagement, upsell opportunities, and sales optimisation.
- Build strong relationships with the outsource partner to ensure alignment, compliance, and consistent performance delivery.
Proactive Retentions
- Oversee and evolve Win-back and Protective Retention strategies to reduce churn and re‑engage lapsed customers.
- Develop targeted campaigns and customer journeys to protect at‑risk customers and encourage returning customers.
- Monitor and evaluate performance metrics, customer feedback, and market trends to inform strategy.
- Align with all GDPR and compliance regulations, introducing policies to ensure we are compliant.
Field Retention
- Manage the Field Retention function to support in‑person interventions when customers are dismantling systems.
- Conduct analysis of field performance, customer behaviours, and retention effectiveness to identify trends and opportunities.
- Provide tactical decision‑making support in the field to maximise save rates and customer experience.
- Lead and coach the field team to ensure strong delivery, consistent standards, and alignment with broader retention goals.
Strategic & Operational Delivery
- Translate strategic retention goals into operational plans, ensuring measurable outcomes.
- Continuously review and refine processes to improve efficiency, customer experience, and retention effectiveness.
- Produce performance reporting, insights, and recommendations for senior leadership.
Skills & Experience
- Proven experience in customer retention, sales operations, or customer success, ideally within subscription-based or service-led industries.
- Experience managing both in-house and outsourced teams across multiple geographies.
- Strong people management skills – able to lead, motivate, and develop teams at different levels and across different regions.
- Strong analytical and data-driven mindset, with the ability to translate insight into actionable strategies.
- Excellent stakeholder management and communication skills.
- Commercially focused with a proven track record of delivering results.
- Experience in proactive and field-based customer engagement would be highly advantageous.
What We Offer
- The opportunity to shape and lead critical retention functions with direct impact on company growth.
- Exposure to strategic decision‑making at senior leadership level.
- A collaborative and supportive working environment across international teams.
- Competitive salary and benefits package.
Benefits Package
- Enjoy your birthday off as a special treat.
- Access to private healthcare and MediCash cash plan.
- Satisfy your cravings at our onsite coffee shop and canteen.
- Stay active with discounted gym and health club memberships.
- Unlock a world of freebies and discounts with PerkBox.
- Earn rewards through our employee referral program.
- Enjoy discounts on our alarm systems.
- Contribute to a greener lifestyle with the Cycle to Work Scheme.
- We offer an enhanced maternity leave.
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Commercial Operations Manager employer: Verisure
Contact Detail:
Verisure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Commercial Operations Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want to show that you’re not just a fit for the role, but also for the team. Tailor your answers to reflect their values and mission.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are talking about your experience and skills, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Commercial Operations Manager
Some tips for your application 🫡
Keep Your CV Fresh: Before you hit that apply button, make sure your CV is up to date. Highlight your relevant experience and skills that align with the Commercial Operations Manager role. We want to see what makes you stand out!
Tailor Your Cover Letter: Don’t just send a generic cover letter! Take the time to tailor it to the job specs. Mention specific experiences that relate to overseeing delivery and strategy in retention functions. We love seeing how you connect your background to our needs.
Show Your Passion: In your application, let your enthusiasm for the role shine through. We’re looking for someone who’s not just qualified but also genuinely excited about driving performance in retention. Share why this role speaks to you!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us without any hiccups. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Verisure
✨Know Your Numbers
As a Commercial Operations Manager, you'll need to demonstrate your understanding of key performance metrics. Brush up on relevant data and be ready to discuss how you've used analytics to drive retention strategies in the past.
✨Showcase Your Strategic Thinking
Prepare examples of how you've developed and implemented successful strategies in previous roles. Think about specific challenges you faced and how your proactive approach led to positive outcomes in retention or upselling.
✨Understand the Company’s Market
Research the company’s position in the market and its competitors. Be prepared to discuss how you can leverage this knowledge to enhance their retention functions and drive commercial success.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions that show your interest in the role and the company. Ask about their current retention strategies and how they measure success, which will also give you insight into their expectations.