Commercial Operations Director

Role Overview

• Operational Performance & Conversion: Lead CAL’s operations, ensuring broker demand converts into completed cases at predictable speed, quality, and cost. You will own quote-to-instruction conversion, instruction-to-completion performance, throughput optimisation, and reduction of operational friction across the customer journey
• Panel Economics & Supplier Performance: Own the operational performance of the conveyancing panel, ensuring capacity, completion consistency, service quality, and margin performance support CAL’s long-term growth ambitions
• Product Economics & Revenue Optimisation: Drive revenue-per-case growth through pricing architecture, ancillary product attachment, and digital journey optimisation across Broker Hub and Home moving products
• CRM & Sales Operating System: Own the CRM, engagement cadence, and productivity standards that govern how the commercial team operates. You will establish the frameworks, MI, and operational standards through which Account Managers and Account Directors are measured
• Operational Governance & MI: Create a single source of operational truth through robust MI, forecasting, WBRs, MBRs, and operational performance frameworks
• Cost-to-Serve & Margin Protection: Lead operational efficiency and capacity planning initiatives to ensure growth is delivered sustainably while protecting EBITDA margin performance
• Cross-Functional Collaboration: Partner closely with the Business Development Director, Finance, Product, Panel Supply, Operations, and Data teams to align operational capability with commercial ambition

Requirements

• Operational Leadership Expertise: A strong track record of senior operational leadership within a regulated environment or SaaS “one-to-many” market
• Commercial & Operational Rigor: Proven experience running command-and-control operating models with clear governance, measurable standards, and decisive escalation management
• CRM & Revenue Operations Experience: Demonstrable experience owning CRM systems, workflow design, engagement cadence frameworks, productivity standards, and operational MI in a B2B distribution environment
• Commercial Acumen: Strong understanding of unit economics, cost-to-serve, panel economics, operational margin drivers, and scalable service delivery
• Data-Driven Leadership: A leader who uses operational insight and MI to drive intervention, improve performance, and create predictability across the operational engine
• Collaborative Mindset: Comfortable operating in a peer-model alongside a Business Development Director, balancing operational governance with commercial growth objectives
• Supplier & Panel Management: Experience managing supplier networks, panel structures, or distributed delivery models at scale
• Culture Builder: A track record of building accountable, high-performance cultures grounded in ownership, coaching, and measurable operational impact

Benefits

• 27 days holiday + your birthday off!
• Health Cash Plan
• Buy/Sell 5 days per annum
• Build up more annual leave after 1 years service
• Hybrid working – 3 days per week in CAL Woking Office
• Free conveyancing legal fees
• Moving home days off
• Volunteering days
• Retailer discounts and frequent socials
• Refer a friend bonuses