Manager / Senior Manager, Commercial Operations

About the role

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. Working across Sales, Marketing, Revenue Strategy, Finance, Operations and IT, the role combines hands-on Salesforce administration with hospitality commercial analytics, project management and change leadership.

Key responsibilities

• Administer and configure Salesforce Sales Cloud for corporate, regional and property teams, including users, roles, permissions, custom objects, flows, approvals and email templates
• Manage vendor and IT collaboration on integrations, security, access controls, releases and incident resolution
• Set up a group-wide CRM operating model, data dictionary, account hierarchy and mandatory fields, and lead CRM rollout and adoption for existing hotels and new openings
• Run a Salesforce governance forum, maintain an enhancement backlog and drive adoption through training, playbooks and onboarding
• Own the integrity of the global B2B database, including imports, cleansing, enrichment, deduplication and data quality scorecards
• Build reports, dashboards and forecasting tools, and monitor pipeline health, conversion, win rate and deal velocity
• Support account planning, territory management, lead distribution and commercial performance analysis, and coordinate projects across departments
• Coordinate Sales and Marketing budgets and planning templates, and identify variances and recommend reallocations

Required profile

• Bachelor's degree in Business, Hospitality, Information Systems, Data Analytics or a related discipline
• Minimum 5 years in Commercial Operations, Sales Operations, Revenue Operations, CRM, Business Analytics or a comparable role; luxury hospitality or multi-property environment strongly preferred
• Minimum 3 years of hands-on Salesforce Sales Cloud administration
• Demonstrated experience managing a B2B database and enabling regional and property sales teams
• Salesforce Certified Administrator required or expected within six months; Advanced Administrator, Platform App Builder or Sales Cloud Consultant certification is advantageous

Required skills

• Advanced Power BI and Excel
• Working knowledge of Microsoft Power Platform (Power Apps, Power Automate); SQL is advantageous
• Ability to integrate data from hospitality systems such as PMS, POS, benchmarking and guest intelligence platforms
• Knowledge of data governance, privacy and access management