Batsford Consulting Ltd are conducting an Executive Search on behalf of one of our clients. Please see the information below:
Industry: Supply Chain SaaS
Size: Circa 500 FTE, PE-backed, EUR 40-50m t/o
Position Summary
The Chief Operating Officer (COO) is a key member of the Executive Leadership Team, reporting directly to the CEO. This role is responsible for driving operational excellence across all post-sales functions, ensuring transformation initiatives are executed at pace, and enabling cross-functional accountability and scale.
The COO acts as the CEO’s operational delegate, enabling strategic focus by leading internal coordination, aligning teams around company priorities, and embedding a performance culture. This role is pivotal in translating the company’s strategic ambition into operational reality.
Key Responsibilities
1) Operational Delegation from the CEO
- Represent the CEO in internal execution matters and ensure seamless coordination across the leadership team.
- Drive prioritization, follow-through, and accountability on key decisions and transformation actions.
- Assign and reallocate operational items from the CEO’s scope to enable leadership focus on strategic partnerships, customers, and long-term value creation.
2) Customer Value Realization & Post-Sales P&L Ownership
- Own the complete post-sales customer lifecycle, including:
- Professional Services (implementation and delivery)
- Customer Support
- Revenue/Sales Operations
- Operational alignment with Customer Success (currently part of the CCO organization)
- Drive time-to-value, customer retention, and expansion by embedding consistency across onboarding, support, and delivery.
- Ensure full accountability for delivery efficiency, satisfaction, and margin contribution across these functions.
- Partner with the CCO on the evolution of Customer Success into a dedicated, non-commercial role focused on adoption and value realization; ensure the operational foundation to support this lifecycle.
3) Strategic Execution & Transformation Leadership
- Take end-to-end ownership for execution of the Transformation Management Office (TMO) portfolio.
- Align internal functions and external transformation partners to deliver projects on time, in scope, and with measurable business outcomes.
- Institutionalize a scalable, repeatable transformation execution capability that extends beyond the current portfolio.
- Remove organizational blockers and ensure cross-functional accountability for execution of transformation initiatives.
- Lead operational integration efforts related to M&A and structural change programs, ensuring delivery continuity, cultural alignment, and lasting adoption through close collaboration with People & Culture and Group Communications.
4) Go-to-Market Execution Orchestration
- Ensure operational alignment across Sales, Marketing, and Delivery to support seamless execution of the GTM strategy:
- Funnel-to-delivery readiness
- Conversion velocity, handoff quality, and onboarding experience
- Capacity matching between sales commitments and implementation capabilities
5) Process Excellence and Business Operations Systems
- Drive operational scalability through business process optimization and automation.
- Oversee business operations systems supporting delivery, customer management, and performance visibility, ensuring they enable frontline teams through automation, usability, and self-service.
- Work in close coordination with the CTO, who retains ownership of core infrastructure, cybersecurity, and product platform architecture.
6) Customer Experience, Adoption & Feedback Integration
- Ensure customer experience and adoption metrics (e.g., NPS, CSAT, usage signals) are embedded into delivery operations, support, and success processes.
- Partner with Customer Success, Product and other relevant teams to translate customer insights into operational improvements.
- Support the organizational transition toward separating Account Executive and Customer Success roles, ensuring clear handoffs, ownership, and accountability throughout the post-sales journey.
7) Functional Operating Model Execution
- Drive the operational rollout of the company’s functional structure across global and regional teams.
- Ensure execution clarity by defining processes, decision rights, and collaboration mechanisms across functions and geographies.
- Retain local knowledge and capability while scaling a globally aligned model.
- Identify and resolve operational gaps related to structure, accountability, or coordination across global and local teams.
If you would be interested to discuss the details of the opportunity, please apply via linkedin or message [email protected]
We look forward to hearing from you.