Commercial Strategy & Operations Lead

2. Business Monetisation & Go-To-Market (GTM)

Drive business monetisation planning — identifying revenue opportunities, designing commercial models, and supporting execution

Develop and refine GTM strategies for new product launches or market expansions, including pricing strategies, channel plans, and launch sequencing

Collaborate with the marketing team on communication planning — ensuring messaging and campaigns are grounded in customer insights and commercial objectives

Track and measure performance of monetisation and GTM initiatives, iterating strategies based on results

3. Business Operations & Process Automation

Oversee day-to-day operations of the Business Operations team, ensuring processes are efficient, scalable, and aligned to business goals

Establish and maintain operational frameworks, standard operating procedures (SOPs), and reporting cadences across the function

Identify operational bottlenecks and implement improvements to drive productivity and quality

Develop and automate recurring processes and operational reporting using AI tools and modern productivity solutions, reducing manual workload and improving speed of insight

Coordinate cross-departmental projects and initiatives, ensuring timely delivery and clear accountability

4. User Success

Manage the User Success team in executing structured customer engagement activities — including outbound outreach to churned stores, mystery shopping on Mudah and competitor platforms, and NPS/CSAT surveys

Synthesise user insights from outreach activities into actionable recommendations for product, commercial, and marketing teams

Build and monitor team KPIs, ensuring findings are systematically tracked and fed back into business decision-making

Experience

Minimum 5–7 years of experience in commercial strategy, business operations, management consulting, or a hybrid commercial/analytical role

Proven track record in commercial planning, GTM execution, and translating business objectives into tactical plans

Experience managing or mentoring small teams

Prior experience in a digital marketplace, classifieds platform, or tech business strongly preferred

Background in FP&A or corporate finance is an advantage given the close interplay between strategy and financial modelling in this role (optional - would be a great)
- someone understand numbers - how to help the business grow -

Skills & Competencies

Strong analytical thinking — ability to identify patterns, frame problems clearly, and develop practical tactical solutions

Commercially minded — comfortable interpreting business performance data and linking commercial levers to revenue outcomes

Data-driven decision-making with the ability to draw actionable insights from qualitative and quantitative data

Proficiency in leveraging AI tools and automation platforms to streamline processes and reporting workflows

Excellent communication and influencing skills — able to engage effectively with senior stakeholders and cross-functional teams

Customer-centric mindset with genuine curiosity about user behaviour and market dynamics

Strong project management and organisational skills; comfortable managing multiple priorities simultaneously

Leadership capability — able to coach, develop, and motivate a team

Education

Bachelor’s degree in Business, Finance, Economics, or a related field

MBA or equivalent postgraduate qualification is an advantage

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