Sales Operations Manager

Sales Operations Manager

Sydney, NSW

Full time: $130,000 – $150,000 per year

About the Business

Urban Rest is a high-growth flexible living operator and technology platform disrupting the serviced apartment and corporate housing space across APAC and Europe. The business focus is on owning the distribution layer for the contracted travel market into living assets, while delivering a consistent brand and guest journey through technology. Urban Rest also offers physical asset operation services that enable branded accommodation assets such as hotels to be managed with greater efficiency and distributed to contracted clients such as enterprise, government, insurance and SME clients. We provide the digital infrastructure and services that connect institutional living-sector assets and the contracted travel market at scale. Our mission is to make flexible living seamless.

Benefits and Perks

• Employee, friends and family discounts at Urban Rest properties
• Mental Health Leave days and Volunteer days available
• Regular team socials and events
• As the company grows, this role will provide plenty of room for career growth and progression
• We’re a social bunch and we strive to have a fun, friendly, and collaborative work environment
• Pet friendly (for house-trained and well-behaved pets) office in Office Suburb, close to public transport

About the Role

The Sales Operations Manager is a senior specialist role with one core purpose: to design, govern, and continuously improve the Commercial Operating System that enables Urban Rest’s commercial function to execute at a consistently high standard across Business Development, Account Management, Marketing and every market in which we operate.

This is an infrastructure role, not a frontline commercial role. You do not own pipeline, accounts, or revenue outcomes – the commercial team does. What you own is the system, process, data, and tooling that makes their execution possible: the CRM architecture that gives leadership real visibility, the reporting cadence that surfaces risk before it becomes loss, the RFP framework that turns a time-consuming submission into a repeatable, high-quality process, and the enablement library that means a new BDM is productive in weeks rather than months.

You report to the Global Head of Commercial and serve the full commercial leadership team – Director, Sales – APAC; Director, and Account Management – APAC; Director of Marketing – APAC as a shared operational resource. You influence without direct authority, which means your credibility comes from the quality of what you build and the trust you earn by making every person in the commercial team demonstrably better at their job.

Urban Rest is a technology-enabled business, and this role reflects that. You bring genuine fluency with Salesforce, a practical understanding of automation and AI-assisted workflows, and the curiosity to continuously identify where emerging tools can remove friction, improve decision-making, or accelerate commercial execution. You are not waiting to be asked – you are scanning the horizon and bringing the ideas forward.

Responsibilities

Commercial Operating System & Process Design (25%):

• Design, document, and continuously improve the Urban Rest Commercial Operating System – the integrated set of operating standards, process frameworks, and governance structures that govern how Business Development, Account Management, and Revenue Management functions execute day-to-day.
• Map and optimise commercial workflows across the full customer lifecycle – from lead qualification and opportunity progression through to client onboarding, account management cadence, rate review, and renewal – identifying friction, eliminating redundancy, and building processes that scale.
• Develop and maintain standard operating procedures, process maps, and governance documentation across all commercial functions – ensuring that best practice is captured, accessible, and consistently applied regardless of which market or team member is executing.
• Identify operational bottlenecks and implement process improvements that increase commercial productivity – with a measurable bias toward automation and reduction of manual effort over adding headcount.
• Own the design and maintenance of the sales-to-account management handover process – the structured protocol that ensures every new client transitions from Business Development to Account Management with full context, warm relationships, and zero information loss.
• Ensure commercial processes remain scalable as Urban Rest grows internationally – building frameworks that work in Sydney, Melbourne, London, and Dublin without requiring local reinvention.
• Design and maintain commercial segmentation frameworks, territory structures, account ownership rules and Rules of Engagement to ensure clear accountability, minimise channel conflict and support scalable growth across all markets.
• Support annual planning, quarterly planning, territory modelling, target allocation and capacity planning through data-driven commercial analysis.
• Maintain commission reporting, incentive plan administration and commercial performance tracking to ensure accurate and timely performance visibility.

CRM Ownership, Technology & Automation (25%):

• Serve as the commercial owner of Salesforce CRM – responsible for system configuration, data architecture, workflow automation, pipeline stage governance, and user adoption across the full commercial team.
• Design and maintain automated workflows, alerts, and task prompts within Salesforce that reduce administrative burden, enforce process discipline, and ensure no opportunity or at-risk account falls through the cracks.
• Partner with Product and Technology teams to prioritise and deliver commercial system enhancements – translating commercial team needs into clear system requirements and managing delivery through to adoption.
• Maintain data quality and CRM governance standards across all commercial functions – conducting regular audits, resolving data integrity issues, and holding the team to the pipeline accuracy and activity logging standards that make reporting trustworthy.
• Evaluate emerging commercial technologies and AI solutions – including AI-assisted outreach, automated reporting, RFP automation tools, and workflow intelligence platforms – and make evidence-based recommendations on adoption.
• Lead implementation and change management for new commercial tools and system capabilities – ensuring adoption is embedded through training, documentation, and ongoing support rather than a one-time launch.
• Manage CRM integrations with adjacent systems – reservations, finance, marketing, and operations platforms – ensuring commercial data flows accurately and without manual intervention wherever possible.

Commercial Intelligence, Reporting & Forecasting (20%):

• Design and maintain the reporting infrastructure across the full commercial function – covering pipeline health, new logo conversion, account retention and expansion, revenue performance, channel mix, and forecast accuracy.
• Build and maintain executive dashboards that give the Global Head of Commercial and commercial Directors real-time visibility into the metrics that matter – without requiring manual data pulls or spreadsheet assembly.
• Develop commercial intelligence reporting across room night production, ADR, RevPAR, portfolio mix, and account-level performance – ensuring commercial decisions are made with complete data, not partial pictures.
• Own the commercial forecasting process – building and maintaining models that give the business reliable forward visibility on new revenue, retained revenue, and portfolio performance, with clear variance analysis and early warning flags.
• Produce structured reporting for Weekly Commercial Reviews, Monthly Business Reviews, Quarterly Business Reviews, and Annual Planning – ensuring every governance forum has accurate, pre-prepared data that drives productive conversation rather than data reconciliation.
• Analyse commercial performance patterns – win/loss trends, deal velocity, churn signals, expansion rates, and market movements – and surface insights that inform strategy for both Directors and the Head of Sales & Marketing.
• Partner with Finance to ensure commercial reporting aligns with financial reporting – eliminating the gap between what the commercial team tracks and what Finance records.

RFP & Commercial Bid Management (10%):

• Design, implement, and continuously improve the end-to-end RFP operating process – from receipt and qualification through to submission, follow-up, and win/loss review – with clear ownership, timelines, and quality standards at every stage.
• Build and maintain a central commercial content library – including standard RFP responses, capability statements, case studies, property fact sheets, pricing frameworks, and supporting collateral – kept current and immediately accessible to the commercial team.
• Develop and maintain RFP response templates and proposal frameworks that allow Business Development Managers to produce high-quality submissions in materially less time – through smart structure, pre-approved content, and AI-assisted drafting workflows.
• Introduce automation and AI tools into the RFP process – reducing the manual effort of response preparation without compromising the quality or customisation that differentiates Urban Rest’s submissions.
• Track RFP volume, turnaround times, submission quality, conversion rates, and win/loss performance – providing the Director, Sales – APAC and Global Head of Commercial with a clear view of bid pipeline and submission effectiveness.
• Conduct structured win/loss reviews on significant RFPs – identifying the commercial, content, and process factors that determined the outcome and feeding learnings back into the content library and response frameworks.

Commercial Enablement & Governance Rhythm (10%):

• Build and maintain a comprehensive commercial enablement library – pitch decks, proposal templates, competitive intelligence resources, objection handling guides, onboarding programmes, and CRM usage guides – kept current and practically useful rather than archived.
• Develop and maintain onboarding programmes for new commercial team members across Business Development and Account Management – reducing time-to-productivity through structured systems, process, and product knowledge training.
• Build and maintain AI prompt libraries and workflow guides that help commercial team members use AI tools effectively in their day-to-day work – from outreach drafting and meeting preparation to account research and proposal development.
• Own and coordinate the commercial operating rhythm – Weekly Commercial Reviews, Monthly Business Reviews, Quarterly Business Reviews, and Annual Planning – preparing materials, tracking actions, and ensuring every session is productive and data-driven.
• Maintain governance frameworks that support inspection, accountability, and consistent commercial execution across all functions and regions – tracking strategic initiatives, open decisions, and escalated risks from every governance forum.
• Champion continuous improvement across the commercial function – measuring the impact of operational changes, sharing learnings across teams, and evolving the Commercial Operating System in line with Urban Rest’s growth strategy.

Cross-Functional Partnership (10%):

• Partner with Marketing on lead generation workflows, campaign reporting, lead management processes, and the sales enablement content needed to support commercial team outreach – ensuring marketing investment is translating into commercial pipeline.
• Partner with Revenue Management to improve portfolio reporting, room night production analysis, and provide timely commercial reporting and insights that enable Revenue Management to make informed pricing, inventory, and business mix decisions.
• Partner with Finance to improve commercial forecasting accuracy, budget variance reporting, and the data flows that underpin financial planning – eliminating discrepancies between commercial and financial views of the business.
• Partner with Operations and Reservations to improve client onboarding processes, reduce friction between the commercial handover and operational delivery, and ensure the client experience from signed agreement to first stay is seamless.
• Partner with Technology and Product to prioritise commercial system enhancements, represent commercial team requirements in product roadmap conversations, and ensure new platform capabilities are adopted effectively.
• Represent the Sales Operations function in cross-functional projects where systems, data, or process changes affect the commercial team – ensuring the team’s operating needs are considered before decisions are made, not after.

What Success Looks Like

In your first 90 days:

• Full audit of the commercial operating environment completed – CRM configuration, data quality, reporting infrastructure, RFP process, and existing playbooks and documentation all assessed against what the commercial team actually needs.
• Existing reporting reviewed across all commercial functions – understanding what is being produced, what is trusted, what is manual, and what is missing.
• End-to-end commercial processes mapped – pipeline stage definitions, the sales-to-AM handover, the RFP workflow, and the commercial review cadence – with gaps documented and a prioritised improvement plan agreed with the Head of Sales & Marketing.
• Key relationships established with the Global Head of Commercial and cross-functional partners in Revenue, Finance, Marketing, Technology, and Operations.
• A 90-day priorities plan agreed – covering the highest-impact improvements to CRM, reporting, and process that can be delivered in the near term.

By end of Year 1:

• The CRM is trusted by every commercial team member – pipeline stages are accurate, data is clean, and leadership no longer needs to chase the team for updates before a review.
• The Global Head of Commercial and all three commercial Directors have real-time visibility into their most important metrics – through dashboards that are live, reliable, and require no manual effort to produce.
• The RFP process has been materially improved – submission quality is higher, turnaround time is faster, and the content library means the team is not starting from scratch on every bid.
• New commercial team members are ramping faster – the onboarding programme, enablement library, and CRM training mean time-to-productivity has measurably decreased.
• The Commercial Operating System is documented, followed, and evolving – the commercial function is operating with less friction, more consistency, and greater visibility than it was twelve months ago.

Key Attributes

• 5 – 8 years of experience in Sales Operations, Commercial Operations, or Business Operations – with a demonstrated track record of building scalable operating frameworks within a high-performing commercial organisation.
• Salesforce-native – you have owned or significantly shaped a Salesforce environment, and you understand both the technical configuration and the human adoption challenges that come with it.
• Analytically strong – you are comfortable building commercial dashboards and reports, confident interpreting data, and able to translate complex commercial analytics into clear, actionable insight for non-technical leadership.
• A process architect – you see commercial workflows as systems to be designed with rigour and continuously improved, not tasks to be completed and forgotten.
• Technology-forward – you are genuinely curious about AI and automation, you have practical experience implementing tools that reduce manual effort, and you bring ideas forward rather than waiting to be pointed at a problem.
• An effective influencer without authority – you earn the trust of commercial Directors and their teams through the quality of what you build and the consistency with which you deliver, not through a reporting line.
• A strong communicator – equally effective writing a process document, presenting a pipeline report, or explaining a CRM change to a sceptical Account Manager who liked the old way.
• Commercially fluent – you understand how Business Development, Account Management, and Revenue Management functions create value, and you design your systems and tools with that commercial logic at the centre.
• Organised and dependable – the commercial team relies on the infrastructure you maintain. You deliver consistently, flag issues early, and follow through without needing to be chased.

Diversity & Inclusion

At Urban Rest, we extend our invitation to candidates from Indigenous, neurodiverse, disabled, international and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process. We encourage candidates from various backgrounds to apply, as we value diversity and believe in creating an environment where everyone can succeed. Please let us know if you require any additional adjustments or support to help you through this process so you can shine as the best version of yourself.

How to Apply

Please submit your application through the link on this website by including an up-to-date resume with relevant skills and experience, alongside a cover letter addressing how you meet the criteria and your interest in the role.

If you want to learn more about our company, please see our website – https://www.stayurbanrest.com – We look forward to hearing from you!