Commercial Operations Lead | Rotterdam

Commercial Operations Lead

About the role

HelloPrint is looking for a Commercial Operations Lead who takes full ownership of the commercial execution layer that sits between self-service e-commerce and pure customer support.

This role leads two closely connected teams:

1. Print Professionals / Advisors

   A team of experienced colleagues who handle non-standard customer requests via phone and email — complex print questions, custom requirements, and advisory interactions that do not (yet) fit fully automated flows.

2. Commercial Outreach & Activation

   A small but growing team that proactively contacts customers who registered but did not order, placed their first order, or signed up for our reseller proposition — with the goal of activation, education and conversion.

Together, these teams represent a critical but under-optimised part of the HelloPrint commercial engine. They are not classic sales teams, and they are not customer service. Their value lies in guiding customers through complexity, removing friction, and converting intent into revenue.

The Commercial Operations Lead is responsible for maximising the impact, efficiency and scalability of this layer — not by adding headcount, but by improving processes, clarity, automation and performance discipline.

This is not a role for someone who wants to manage from a distance. This is a role for someone who gets their hands dirty, understands how work actually happens, and continuously looks for ways to get more output from the same effort.

Requirements

What you’ll do

You will take full ownership of the day-to-day performance and long-term evolution of these teams. You will:

• Lead and develop a combined team of currently ~11 FTE, with clear growth potential as the business scales.

• Translate commercial goals into clear, practical daily execution for the teams.

• Define and own KPIs such as: conversion from contact to order, revenue and margin influenced, productivity per FTE,

  response times and throughput, activation rates for new customers and resellers.

• Actively manage performance through weekly reviews, clear targets and direct feedback.

• Coach team members to improve quality, speed and commercial effectiveness — and address underperformance decisively and fairly.

• Analyse where work is manual, repetitive or inefficient, and systematically remove or automate it.

• Design and improve processes, playbooks and decision frameworks so teams can act faster and more consistently.

• Work closely with Product, Tech and CX to: standardise recurring requests, push learnings back into the platform, and reduce the need for manual handling over time.

• Be personally involved in complex cases, escalations and edge situations — not to take over, but to improve the system behind them.

In short: you don’t just run the teams — you continuously redesign how this part of the business works.

What this role is not:

To avoid confusion, it’s important to be explicit. This is not:

• a classic sales manager role,

• a pipeline-driven enterprise sales position,

• a high-level strategy or reporting role,

• or a “hands-off” people management job.

This role sits between operations and commercial performance. Success is measured in output, speed, conversion and learning, not in deals closed personally.

What we’re looking for:

We’re looking for someone who combines urgency, structure and pragmatism. You likely:

• Have 4–8 years of experience in commercial operations, revenue operations, CX optimization, sales enablement or a similar execution-heavy role.

• Have led small to mid-sized teams (5–15 FTE) and are comfortable being very close to the work.

• Have a strong intuition for process efficiency: you quickly see where work gets stuck, repeated or wasted.

• Are highly comfortable with data and KPIs, but always connect numbers back to real behaviour on the floor.

• Are not afraid of difficult conversations and believe that clarity is kinder than ambiguity.

• Enjoy improving systems, not just managing peopl