The Manager – Commercial Operations & Excellence is responsible to lead and transform the end-to-end commercial operations function, driving automation, process excellence, and technology adoption across customer service, call center, order management, and asset operations. Serve as the operational backbone of the commercial team, enabling the salesforce to focus on growth while ensuring world-class service delivery and cost-efficient asset management.

The key responsibilities and tasks will include the following:

 1.     Customer Service & Complaints: Own end-to-end customer service delivery; implement SLA frameworks, complaint resolution processes, and retention programs for home and trade customers.

 2.     Call Center Operations: Manage inbound/outbound call center including tele sales; drive automation through IVR, CRM integration, and digital ordering platforms.

 3.     Order Management & Administration: Oversee order-to-cash cycle, streamline administrative processes, reduce manual touchpoints, and ensure accuracy in order capture and fulfillment.

 4.     Home Customer Management: Lead the home customer portfolio including onboarding, retention, service quality, and satisfaction tracking.

5. Asset Management: Govern placement, tracking, maintenance, and repair of coolers and coffee machines; manage the technical team (11 technicians + 2 helpers) and optimize asset utilization and lifecycle costs

6.     Transformation & Reporting: Champion digital transformation of sales operations through automation, mobile platforms, AI-driven analytics, and process re-engineering to improve speed, accuracy, and cost efficiency

7.     Change Agent: Drives transformation and technology adoption

8.     Cross-Functional Leadership: Aligns sales, supply chain, finance, and IT

9.     Customer Centricity: Deep understanding of consumer and trade journeys

10.  Commercial Acumen: Route-to-market economics and cost-to-serve

11.  People Development – Builds high-performing diverse teams

Qualifications: 

• Bachelor’s degree in business administration, Commerce, Marketing, Finance, Economics, Supply Chain, or a related field.
• MBA or postgraduate qualification is an advantage.

Experience:

• Minimum 7–10 years of progressive commercial, sales operations, business planning, or commercial excellence experience.
• At least 3 years in a managerial or leadership role.
• Experience within FMCG, beverages, manufacturing, or consumer goods industries is highly preferred.
• Demonstrated experience in commercial analytics, sales planning, and process improvement.

At Quality Beverages Limited, we believe our people are our greatest strength. If you're ready to contribute, grow, and make an impact, we encourage you to apply and become part of our journey.