Commercial Operations and Strategy Lead Location: Milton Keynes (Hybrid)
Reports to: CEO
Works closely with: CFO, Sales, Marketing, Customer Success, Product
Company stage: High-growth B2B SaaS + Services (CX & Insight Platform) Role Overview Serve First is scaling rapidly and requires a single, trusted operator to sit alongside the CEO and act as the data, insight, and execution engine behind key commercial decisions. The Commercial Operations and Strategy Lead is a highly analytical, project-owning role that blends: Revenue & commercial operationsStrategic analysis and researchCross-functional project leadership and supportBoard-level decision support This is a "Founders Associate / Chief of Staff" style position with ownership of RevOps, CRM, and commercial insight as core pillars. The role exists to ensure that decisions are data-led, projects are executed, and the Board always has clarity on what is happening in the business and why. What Success Looks Like The CEO has clear, reliable insight into pipeline, revenue, growth levers, and risks.Commercial decisions are evidence-based, not instinct-ledCross-functional initiatives move faster, with clear ownership and accountability.CRM and commercial data are clean, trusted, and actionable.Strategy turns into execution. Key Responsibilities 1. CEO Right Hand Partner directly with the CEO to analyse commercial performance, evaluate growth options, and shape prioritised, data-led decisions across pricing, pipeline, retention, and expansion.Prepare analysis, insight packs, and decision briefs for leadership discussionsPressure-test assumptions using data and researchOwn follow-through: once decisions are made, ensure they are executed across the businessSupport special projects, initiatives, and strategic workstreams as required 2. Commercial & Revenue Operations Ownership Own Serve Firsts commercial operating system, including; CRM (HubSpot), Pipeline architecture, Revenue reporting, Revenue Forecasting modelsEnsure a single source of truth across; Leads, pipeline, and opportunities, Customers, retention, and expansion and Products, modules, and pricingMaintain commercial hygiene and visibility across Sales, Marketing, CS, and Finance 3. Data, Insight & Decision Support Be the person behind the question: What does the data actually tell us?Analyse:Funnel conversion ratesDeal velocity and pipeline healthRetention, churn, and expansionPricing, discounting, and packaging performanceBuild dashboards and models that leadership actually usesTranslate complex data into clear insight, recommendations, and actions 4. Project Ownership & Cross-Functional Execution Support high-impact initiatives end-to-end, such as:GTM or pricing changesCRM rebuilds or optimisationNew sector or market entry analysisInternal process improvementsCoordinate across teams to ensure alignment and deliveryTrack progress, remove blockers, and drive accountability 5. Research, Strategy & Growth Support Conduct structured research into:New markets, sectors, or ICPsTAM / SAM / SOM analysisCompetitive positioning and differentiationSupport strategic planning with evidence-backed recommendationsHelp turn long-term vision into executable plans About You This role suits someone who is analytical, commercially minded, and comfortable operating close to the Board. Likely Backgrounds Founders Associate / Chief of StaffCommercial, finance, or strategy analystConsulting or advisory backgroundRevOps or commercial ops professional with strong analytical depthEarly-stage or scale-up experience with broad exposure Key Skills & Traits Strong analytical and problem-solving capabilityComfortable working with data, models, and CRM systemsCommercially curious — understands how businesses actually make moneyConfident working with senior stakeholders and foundersHighly organised, proactive, and ownership-drivenEqually happy thinking strategically and executing tactically What This Role Is (and Isn't) This role is: Data-drivenProject-owningBoard-facingCommercially focused This role is not: A junior ops roleA pure reporting functionA sales admin positionA narrow RevOps specialist Why Join Serve First Work directly with the Board at a critical growth stageShape how the company scales commerciallyHigh autonomy, high trust, high impactExposure across strategy, revenue, and executionOpportunity to grow into a senior leadership role as the business scales
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