Commercial Excellence Manager, China & SEA

This position is responsible for driving commercial excellence by managing and optimizing the end-to-end sales processes, customer service operations. This role acts as a key business partner to the General Manager, aiming to enhance sales efficiency, ensure high customer satisfaction, and enable scalable growth in China & SEA market.
RESPONSIBILITIES AND DUTIES:
1. Sales Operations & Commercial Excellence
Lead sales target decomposition, performance tracking, and variance analysis to provide actionable insights that support sales execution and decision-making.
Build, document, and optimize sales processes, SOPs, and cross-team collaboration mechanisms, identifying bottlenecks and implementing scalable solutions.
Analyze sales funnel performance, identify growth drivers and bottlenecks, and translate insights into actionable recommendations.
Drive sales productivity through incentive design, territory management, CRM adoption, and sales enablement programs.
Own pricing governance and execution, including price list management, discount approval process, and pricing performance analysis.
2. Customer Service Management
Lead the Customer Service team to establish a proactive, customer-centric culture that supports the sales organization.
Act as the primary operational bridge between Sales and Supply Chain, ensuring seamless order-to-delivery coordination.
Define and monitor key performance indicators (e.g., response time, order accuracy, customer satisfaction) to drive continuous improvement.
3. Cross-functional Collaboration & Strategic Support
Support the GM in formulating commercial strategy by providing data-driven insights and operational assessments.
Lead the execution of key commercial initiatives once strategic direction is set.
Serve as the key liaison between Sales/Marketing and Supply Chain, Finance, Product Management, and R&D.
4. Team Leadership & Development
Build, mentor, and lead an integrated team of sales operations, customer service, and after-sales professionals.
Foster a culture of continuous improvement, data-driven decision-making, and cross-functional collaboration.
EDUCATION:
Bachelor’s degree or above in Business, Management, Engineering, Mathematics, Statistics, or related field.
QUALIFICATIONS:
A minimum of 10 years in Sales Operations, Sales Planning, or equivalent roles with 5+ years in leadership capacity.
Proven experience in managing multi-functional teams, preferably including customer service and/or technical support functions.
Demonstrated success in implementing sales processes, CRM systems, and performance metrics to drive business results.
Strong understanding of B2B sales processes and customer service models.
Data-driven with strong analytical skills, including proficiency in sales analytics, forecasting, and variance analysis.
Proficiency with data visualization tools is a plus.
Hands-on experience with SQL or other data extraction tools for reporting and analysis is a strong plus.
Excellent stakeholder management and cross-functional collaboration skills.
Background in industrial manufacturing or B2B environment (e.g., plumbing, HVAC, water solutions) is highly preferred.
Proficient in business English and Mandarin, with the ability to communicate effectively in a cross-cultural working environment.
MANAGEMENT:
Lead and manager a team of 6-8 direct reports.
WORK ENVIRONMENT:
Work in office environment
Travel frequency: 30%