Manager/Senior Manager, Commercial Operations

JOB SUMMARY

The Manager/Senior Manager, Commercial Operations is the business owner and functional administrator of Salesforce for Capella Hotel Group's commercial organization. The role leads CRM governance, adoption, data quality, reporting and workflow automation across Corporate, Regional Sales Offices and properties, including new openings. It translates commercial priorities into scalable Salesforce solutions that strengthen account management, pipeline visibility, sales productivity and revenue performance.

Working across Sales, Marketing, Revenue Strategy, Finance, Operations and IT, the Manager/Senior Manager establishes common processes and data standards, develops actionable dashboards, enables users through training and documentation, and ensures that Salesforce and connected tools deliver measurable business value. The role combines hands-on Salesforce administration with hospitality commercial analytics, project management and change leadership.

THE ROLE

Salesforce Platform Ownership and Administration

• Own the day-to-day administration, configuration and continuous improvement of Salesforce Sales Cloud for Corporate, RSO and property commercial teams.
• Configure and maintain users, roles, profiles, permission sets, sharing rules, custom objects, fields, page layouts, record types, validation rules, approval processes and email templates.
• Design, test and deploy scalable automation using Salesforce Flow, including lead routing, account and opportunity workflows, task creation, notifications and approval controls.
• Maintain release discipline through requirements definition, sandbox testing, user acceptance testing, deployment documentation and post-launch support.
• Manage vendor and IT collaboration for integrations, security, access controls, platform releases, incident resolution and technical roadmaps.

CRM Strategy, Governance and Adoption

• Establish a group-wide CRM operating model, data dictionary, account hierarchy, ownership rules, mandatory fields and service-level standards.
• Lead CRM rollout and optimization for existing hotels and new openings, ensuring consistent configuration, data migration, readiness and adoption.
• Drive active usage through role-based training, office hours, playbooks, onboarding and targeted interventions based on adoption metrics.
• Chair a regular Salesforce governance forum with Commercial and IT stakeholders, maintaining a prioritized enhancement backlog and clear decision rights.

Data Management and B2B Database Excellence

• Own the integrity of the global B2B database across accounts, contacts, leads, opportunities, activities and partner records.
• Execute and govern imports, exports, cleansing, enrichment, deduplication, matching and mass updates using approved tools.
• Develop data quality scorecards and exception reports covering completeness, duplications, stale opportunities, ownership gaps and activity compliance.
• Align Salesforce records with hospitality-specific customer, partner, source-market, segmentation and production structures.

Reporting, Analytics and Commercial Insight

• Build and maintain Salesforce reports, dashboards, pipeline views and forecasting tools for senior leadership, Corporate, RSO and property teams.
• Monitor pipeline health, conversion, win rate, deal velocity, account activity, partner production, source markets, segmentation and sales productivity.

Commercial Operations and Performance Enablement

• Provide operational and analytical support for account planning, territory management, pipeline reviews, lead distribution and commercial performance routines.
• Support Corporate and property commercial teams with source-market, segmentation, partner and campaign-performance analysis.
• Coordinate cross-functional requirements and projects involving Sales, Marketing, Revenue Strategy, Finance, Operations and IT.
• Provide decision support for business development and new-property opportunities through clear brand, market and performance analysis.

Budget and Planning Management

• Coordinate Sales and Marketing budgets and Corporate Directives across properties, including pre-opening requirements.
• Develop efficient planning templates, trackers and controls; monitor expenditure, compliance and return on investment.
• Identify emerging variances, opportunities and risks, and recommend timely reallocations aligned with commercial priorities.

TALENT PROFILE

Qualifications

• Bachelor's degree in Business, Hospitality, Information Systems, Data Analytics or a related discipline.

Work Experience

• Minimum 5 years of experience in Commercial Operations, Sales Operations, Revenue Operations, CRM, Business Analytics or a comparable role; luxury hospitality or a multi-property environment strongly preferred.
• Minimum 3 years of hands-on Salesforce Sales Cloud administration, including configuration, data management, reporting, automation and user support.
• Demonstrated experience managing a B2B database and enabling regional and property sales teams.
• Proven project management and change-management capability across multiple markets and stakeholder groups.
• Salesforce Certified Administrator required or expected within six months of appointment; Advanced Administrator, Platform App Builder or Sales Cloud Consultant certification is advantageous.

Technical Skills

• Advanced Power BI and Excel capability for data modeling, visualization, planning and management reporting.
• Working knowledge of Microsoft Power Platform, including Power Apps and Power Automate; SQL knowledge is advantageous.
• Ability to integrate and interpret data from hospitality and business systems such as PMS, POS, benchmarking, guest intelligence and finance platforms.
• Knowledge of data governance, privacy, access management and responsible handling of customer and partner information.

Kindly be informed only shortlisted candidates will be notified.