Overview:
We are looking for a for a Global Commercial & Customer Experience Capability & Enablement Leader
This role has a global scope and will be based in our Meyrin offices.
Role Overview
Drive measurable improvement in commercial performance and customer experience across Sales, Application Development and customer-facing operational functions, including Customer Service, Logistics, Order Management, and Important/Export.
This role sits at the intersection of business performance and operational execution, focusing on how commercial and customer-facing teams perform across the end-to-end customer value chain. It translates business priorities into the right combination of capability, behaviors, tools, and ways of working to drive sustained behavior change and measurable business impact.
Responsibilities:
- Define and lead the global capability and enablement strategy aligned to Commercial and operational priorities.
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Identify opportunities to improve performance (e.g., margin, conversion, service levels) and translate them into targeted capability and behavior change initiatives.
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Drive behavior change at scale by embedding role-based enablement into day-to-day execution.
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Drive alignment across commercial and customer-facing teams to improve how work gets executed, strengthen handoffs, and deliver better customer outcomes.
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Design and implement integrated solutions that combine capability, behaviors, ways of working, and supporting tools and processes.
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Establish pragmatic governance to enable consistency, scalability, and disciplined execution.
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Measure success through business outcomes, not learning metrics.
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Build and lead a high-performing global team.
Qualifications:
Critical Experiences:
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Proven track record of driving measurable business impact (e.g., margin, conversion, customer outcomes, service performance, cycle times).
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Experience in commercial enablement, customer operations, and performance transformation.
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Strong understanding of how commercial and customer-facing operations work in practice across the end-to-end customer value chain.
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Ability to translate business challenges into scalable capability and behavior change solutions.
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Experience applying a business-first, problem-led mindset (not defaulting to training).
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Strong track record influencing (senior) stakeholders in global, matrixed environments.
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Experienced in leading global teams.
Competencies
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Strong business acumen and understanding of commercial and operational drivers.
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Performance consulting mindset (problem root cause targeted intervention).
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Focus on outcomes over activity.
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Ability to operate across behaviors, ways of working, process, tools, and incentives.
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Proven ability to drive behavior change at scale.
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Influential communicator with the ability to engage and align cross-functional teams.
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Ability to build structure and governance pragmatically.
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Strong analytical and problem-solving capability.
