Commercial Operations Lead | Rotterdam

Commercial Operations Lead

About the role

HelloPrint is looking for a Commercial Operations Lead who takes full ownership of the commercial execution layer that sits between self-service e-commerce and pure customer support.

This role leads two closely connected teams:

1. Print Professionals / Advisors

   A team of experienced colleagues who handle non-standard customer requests via phone and email — complex print questions, custom requirements, and advisory interactions that do not (yet) fit fully automated flows.

2. Commercial Outreach & Activation

   A small but growing team that proactively contacts customers who registered but did not order, placed their first order, or signed up for our reseller proposition — with the goal of activation, education and conversion.

Together, these teams represent a critical but under-optimised part of the HelloPrint commercial engine. They are not classic sales teams, and they are not customer service. Their value lies in guiding customers through complexity, removing friction, and converting intent into revenue.

The Commercial Operations Lead is responsible for maximising the impact, efficiency and scalability of this layer — not by adding headcount, but by improving processes, clarity, automation and performance discipline.

This is not a role for someone who wants to manage from a distance. This is a role for someone who gets their hands dirty, understands how work actually happens, and continuously looks for ways to get more output from the same effort.

What you’ll do

You will take full ownership of the day-to-day performance and long-term evolution of these teams. You will:

• Lead and develop a combined team of currently ~11 FTE, with clear growth potential as the business scales.

• Translate commercial goals into clear, practical daily execution for the teams.

• Define and own KPIs such as: conversion from contact to order, revenue and margin influenced, productivity per FTE,

  response times and throughput, activation rates for new customers and resellers.

• Actively manage performance through weekly reviews, clear targets and direct feedback.

• Coach team members to improve quality, speed and commercial effectiveness — and address underperformance decisively and fairly.

• Analyse where work is manual, repetitive or inefficient, and systematically remove or automate it.

• Design and improve processes, playbooks and decision frameworks so teams can act faster and more consistently.

• Work closely with Product, Tech and CX to: standardise recurring requests, push learnings back into the platform, and reduce the need for manual handling over time.

• Be personally involved in complex cases, escalations and edge situations — not to take over, but to improve the system behind them.

In short: you don’t just run the teams — you continuously redesign how this part of the business works.

What this role is not:

To avoid confusion, it’s important to be explicit. This is not:

• a classic sales manager role,

• a pipeline-driven enterprise sales position,

• a high-level strategy or reporting role,

• or a “hands-off” people management job.

This role sits between operations and commercial performance. Success is measured in output, speed, conversion and learning, not in deals closed personally.

What we’re looking for:

We’re looking for someone who combines urgency, structure and pragmatism. You likely:

• Have 4–8 years of experience in commercial operations, revenue operations, CX optimization, sales enablement or a similar execution-heavy role.

• Have led small to mid-sized teams (5–15 FTE) and are comfortable being very close to the work.

• Have a strong intuition for process efficiency: you quickly see where work gets stuck, repeated or wasted.

• Are highly comfortable with data and KPIs, but always connect numbers back to real behaviour on the floor.

• Are not afraid of difficult conversations and believe that clarity is kinder than ambiguity.

• Enjoy improving systems, not just managing people.

• Are hands-on, proactive and action-oriented — you prefer fixing things over discussing them endlessly.

• Communicate clearly and directly, and bring energy and urgency into teams.

• A high level of proficiency in both Dutch and English, spoken and written, is required.

• International experience is a strong plus.

The location is in Rotterdam, with a regular presence in both offices.

Why this role matters:

This role sits at the heart of HelloPrint’s scalability challenge.

As long as this commercial execution layer is:

• too manual,

• too dependent on individual knowledge,

• or insufficiently measured,

it will remain a bottleneck rather than a growth lever.

The Commercial Operations Lead ensures that:

• customers get faster, clearer and more consistent guidance,

• teams know exactly what is expected of them,

• output per FTE increases structurally,

• and insights from human interactions flow back into automation and self-service.

This role is essential to turning complexity into scalable growth, and to ensuring that HelloPrint grows through smarter execution — not through endlessly adding people.

In one sentence

The Commercial Operations Lead turns human commercial effort into a scalable, measurable and continuously improving growth engine.

What We Offer:

• 🚀 Growth & Ownership: A performance culture where you grow fast, take ownership early, and design your own path: with access to AI learning and real responsibility.

• 🌍 International Experience: Join a diverse team of 150+ HelloPrinters from 34+ nationalities, collaborating across countries, cultures, and functions.

• 💡 Impact & Innovation: Work in a fast-paced, tech-driven scale-up where your ideas shape the future of customized products.

• 🤝 Collaboration: Learn from experienced leaders, contribute to meaningful projects, and thrive in a team that’s serious about performance and people.

• 🎉 Celebrations & Culture: From work anniversaries and team events to monthly Keynotes and seasonal awards, we make time to celebrate wins and give back through volunteering.

• 💪 Wellbeing & Perks in Rotterdam: Free breakfast & lunch, HelloFit gym, and Urban Sports Club discounts.

• 💰 Competitive Rewards: We reward impact, not hours; a performance-first approach to compensation and benefits.

Are You Ready to Build the Future? This isn’t a job for just anyone. We need bold thinkers, fast executors, and AI-first problem solvers. If that sounds like you, apply now!