Job Description

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.

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.
• Identify opportunities to improve performance (e.g., margin, conversion, service levels) and translate them into targeted capability and behavior change initiatives.
• Drive behavior change at scale by embedding role-based enablement into day-to-day execution.
• Drive alignment across commercial and customer-facing teams to improve how work gets executed, strengthen handoffs, and deliver better customer outcomes.
• Design and implement integrated solutions that combine capability, behaviors, ways of working, and supporting tools and processes.
• Establish pragmatic governance to enable consistency, scalability, and disciplined execution.
• Measure success through business outcomes, not learning metrics.
• Build and lead a high-performing global team.

Qualifications

Critical Experiences:

• Proven track record of driving measurable business impact (e.g., margin, conversion, customer outcomes, service performance, cycle times).
• Experience in commercial enablement, customer operations, and performance transformation.
• Strong understanding of how commercial and customer-facing operations work in practice across the end-to-end customer value chain.
• Ability to translate business challenges into scalable capability and behavior change solutions.
• Experience applying a business-first, problem-led mindset (not defaulting to training).
• Strong track record influencing ( senior) stakeholders in global, matrixed environments.
• Experienced in leading global teams.

Competencies

• Strong business acumen and understanding of commercial and operational drivers.
• Performance consulting mindset (problem → root cause → targeted intervention).
• Focus on outcomes over activity.
• Ability to operate across behaviors, ways of working, process, tools, and incentives.
• Proven ability to drive behavior change at scale.
• Influential communicator with the ability to engage and align cross-functional teams.
• Ability to build structure and governance pragmatically.
• Strong analytical and problem-solving capability.