Global Process Owner

Global Process Owner - Commercial

Location: Hybrid – 3 days office (Wilmslow HQ), 2 days from home

Function: Commercial (Sales, Revenue, Pricing & Contracts, CRM & Pipeline)

Salary: Competitive

We are The Citation Group - a collective of businesses dedicated to supporting small and medium-sized enterprises across a range of essential services. We know that running a business means juggling a lot. Our mission is to ease these pressures by providing expertise, guidance, and solutions that enable business leaders to focus on what they do best. From HR and Health & Safety to Cybersecurity, E-Learning, and ISO compliance, we’ve got you covered.

Citation Group has achieved strong growth through a combination of organic expansion and strategic acquisitions, continually broadening our expertise, services, and reach to create a one-stop shop that supports businesses across the UK, Canada and Australia.

The role

A newly created Senior Manager role, the commercial GPO owns end-to-end commercial processes - from SQL through to contract execution and renewal. This person is a named initiative owner within Citation's Transformation Programme.

This programme is designed to make Citation an AI native business. Every process decision this role drives should reflect that ambition: not digitising the past, but designing a commercial operation built for AI from the outset that enables us to accelerate growth without the need to add extra costs:

• Effectively penetrate white space
• Attract, win, cross-sell and retain more new logos (% revenue growth across new business, cross-sell and revenue versus prior years)
• Cost of Acquisition (reduction in CAC as we scale)

A successful candidate would be accountable for the definition and implementation of best practice across the commercial process, From SQL through to renewal, enabling us to drive efficiency and effectiveness and adopt new technological opportunities consistently across the group. Re-imagining our commercial processes across the organisation to enable the acceleration of our growth is a key goal of this role.

Process Ownership

• Own the design, implementation and governance of all commercial processes, including lead-to-opportunity, opportunity-to-order, pricing, contract management, and renewals.
• Drive consistency across markets and business units, reducing unnecessary complexity while respecting legitimate localisation.
• Treat AI augmentation as a first principle in all process design decisions.

Transformation Programme

• Deliver against programme milestones as a named initiative owner; report accurately and escalate blockers early.
• Represent the Commercial workstream in programme governance.
• Work cross-functionally with Service, Operations, Finance, and Product & Tech GPOs to ensure clean process handoffs.
• Challenge proposals that replicate existing processes rather than designing for AI-enablement.

CRM & Systems

• Translate commercial process requirements into prioritised business cases for the Business Systems Manager and Tech & Platform team.
• Validate that Salesforce enhancements reflect process intent and support the AI-enabled commercial model.
• Own the behavioural change and adoption agenda; embed data quality standards into process design as the foundation for AI capability.

Commercial Performance

• Define and own the commercial process KPI framework working with rev-ops including pipeline hygiene, forecast accuracy, win rate, deal velocity, contract cycle time. Alignment is required with Rev-ops before, during and after any agreed process changes.
• Utilise multiple CRMs and work with rev ops to process data to identify revenue leakage and conversion failures, translating insight into targeted interventions.
• Identify where AI-driven automation can close persistent performance gaps.

Stakeholder Management

• Build relationships with the Commercial Functional Lead, regional leaders, and sales management
• Present process performance and programme progress to senior and board-level stakeholders

About You

• End-to-end commercial process ownership or similar in a complex, multi-entity or global organisation
• Structured process improvement & transformation experience
• Salesforce experience, - able to bridge business and technical requirements
• Strong understanding of B2B sales cycles, pricing mechanics, and contract management
• Measurable track record of process change delivering commercial outcomes
• Experience in structured transformation programme delivery
• Comfortable in a dual-reporting structure balancing functional and programme priorities
• Demonstrable curiosity about or practical experience with AI, automation, or intelligent process design

Desirable

• PE-backed or fast-growth organisation experience
• Familiarity with AI-powered sales tools (forecasting, conversation intelligence, automated outreach)
• Hubspot and Pipedrive experience or a willingness to quickly learn multi-CRM landscape.
• Lean, Six Sigma, or equivalent qualification

Here’s a taste of the perks we roll out for our extraordinary team members:

25 Days of Holiday + 8 Bank Holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.

Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.

Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.

Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.

Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.

The Citation Group provides mission-critical compliance, HR and health & safety services and software to over 120,000 businesses across the UK, Australia and Canada. Professionals with personality - serious about what we do, brilliant to work with. Backed by Hg, KKR and HarbourVest.