Cluster Head - Revenue Operations & Commercial Infrastructure

What will you do?

• Objective

The Cluster Head — Revenue Operations & Commercial Infrastructure ensures that Bpost's commercial organisation operates with the digital infrastructure, data discipline and performance management rigour required to pilot revenue with confidence — and to scale commercial performance without scaling cost.

The cluster is a t proactive commercial performance engine. It gives every commercial actor — from the KAM to the CCO — the tools, data and insights they need to steer their portfolio, anticipate problems before they become crises and make commercially sound decisions in real time.

The Cluster Head translates the CM&I mission — ensuring Bpost's revenue is predictable, profitable and scalable — into a world-class revenue operations function.. It is the commercial infrastructure that makes everything else in CM&I possible.

• Main tasks

CRM Strategy & Execution

• Own Bpost's CRM strategy — not just tool management, but the commercial logic, data model, adoption framework and governance structure that makes CRM a genuine commercial enabler rather than a compliance requirement
• Drive the migration from the Siebel legacy platform to a modern CRM architecture — owning the business requirements definition, the governance relationship with IT, the change management programme with Sales and the commercial data standards across all tribes
• Work with the Sales Director and Sales teams to ensure CRM is the single source of truth for pipeline visibility, account health, deal progression and customer intelligence — eliminating the multiple disconnected views of commercial reality that currently exist
• Define, track and enforce CRM adoption KPIs across Sales and the commercial tribes — making CRM compliance a measurable accountability, not an optional behaviour
• Build the CRM capability roadmap — prioritising features that drive commercial value, not just operational efficiency

AI Integration into Commercial Workflows

• Lead Bpost's commercial AI agenda — identifying, evaluating and piloting AI tools that create measurable commercial value across pricing intelligence, churn prediction, deal scoring, customer segmentation and sales coaching
• Own the relationship with AI vendors and commercial analytics partners — from initial evaluation through to production deployment and performance measurement
• Ensure every AI initiative is grounded in a defined commercial outcome — a business case with measurable KPIs, a clear owner and a path to scale before significant investment is committed
• Build the internal commercial AI capability — coaching the cluster and the broader CM&I team on how to use AI tools as commercial enablers that augment human judgment rather than replace it
• Manage the Uman relationship and the commercial AI pilot programme — ensuring lessons learned are captured, governance is in place to trace commercial value and the next phase is structured to demonstrate measurable impact

Commercial Performance Management & Dashboard

• Build and own the Customer performance dashboard — the single live view that allows CM&I and Sales leadership to pilot the business in real time: pipeline health, revenue versus target, margin by account and segment, churn signals and leakage alerts
• Move Bpost from retrospective reporting to forward-looking commercial piloting — the dashboard must surface problems before they become crises, not confirm what went wrong after the fact
• Own bottom-up revenue forecasting — building the methodology, the data infrastructure and the governance that gives Finance and ExCo a credible, granular revenue outlook they can rely on for planning and investor communication
• Expand the Customer dashboard progressively — integrating outbound volumes, injection timing, new customer data and monthly cost updates as the data infrastructure matures
• Partner with BIAE to ensure the analytics frameworks and customer intelligence models that underpin commercial decision-making are built on a data foundation that Revenue Operations owns and governs

Team Leadership

• Lead, coach and evaluate all members of the cluster across CRM, analytics, AI and commercial infrastructure disciplines — building a cluster that combines deep technical capability with genuine commercial orientation
• Build a high-performing cluster that identifies as a commercial function, not an IT or data function — people who obsess over how the infrastructure enables revenue, not over the infrastructure for its own sake
• Recruit, develop and retain talent with strong commercial data, CRM, AI and performance management skills — the most digitally capable team in CM&I
• Set individual and team objectives aligned with CM&I priorities and hold the cluster accountable for measurable infrastructure outcomes — CRM adoption rates, dashboard utilisation, forecast accuracy, AI pilot results

Cross-cluster coordination and stakeholder management

• Act as the primary infrastructure and data partner for all CM&I clusters — the performance dashboard, CRM data and pricing tool capabilities that BIAE, Bid Management, Customer Lifecycle and Governance all depend on sit in this cluster
• Collaborate closely with BIAE to ensure the analytics frameworks and customer intelligence models that underpin commercial decision-making are built on a robust, governed data foundation
• Partner with IT and Enterprise Architecture on the CRM migration, Excell roadmap and AI infrastructure — managing IT as a commercial delivery partner, not a service provider
• Present commercial infrastructure performance, CRM adoption, AI pilot outcomes and pricing tool roadmap to ExCo and the CCO in a commercially focused format
• Manage relationships with CRM vendors, AI partners, pricing platform vendors and data providers — ensuring Bpost extracts maximum commercial value from its infrastructure investments

Who are you?

• Education level: Master's degree in Business, Data Science, Economics, Engineering or a related field. MBA is an asset.
• Required expertise for the function: Minimum 10 years of relevant experience, with at least 5 years in a senior commercial operations, sales operations or revenue operations role in a complex B2B environment with multiple product lines and a large account portfolio. Experience in logistics, e-commerce, telco or technology is a strong asset.
• Knowledge of languages (depending on the office): NL/FR/ENG
• Technical knowledge required to perform the function:

Commercial operations expertise

Deep expertise in CRM strategy, implementation, governance and adoption at scale — proven ability to build a CRM function that Sales actually uses

Experience with commercial AI tools — evaluation, business case development, implementation governance and performance measurement

Commercial pricing experience — understanding of pricing logic, deal architecture, pricing tool management and the commercial implications of pricing infrastructure constraints

Track record of building or transforming a revenue operations function — not inheriting and managing one that already works

Analytical mindset and data literacy

Strong commercial data capability — able to define the right KPIs, interrogate data quality, challenge analytical methodologies and build performance management frameworks that change commercial behaviour

Familiarity with advanced analytics and AI in a commercial context — sufficient to set the right ambition for the cluster, evaluate vendor claims critically and translate AI capability into commercial value without being the technical expert

What do we offer?

Like a long-awaited parcel, we want to make you feel welcome and valued. Our offer includes a competitive monthly salary, that goes without saying. On top of that, you can count on:

• Meal vouchers of €8 per working day
• Hospitalization-, group- and disability insurances
• A phone subscription, including 25GB data
• A flexible renumeration plan, which allows you to customize your own benefits. A company car, bike leasing, public transportation, extra days off,... the choice is yours
• Possibility to enter the Federal Mobility plan
• Work/life balance, thanks to flexible working hours and the possibility to work from home
• 20 days of statutory leave and 7 additional extralegal days off
• An end-of-year and performance-based bonus and double holiday pay
• Many benefits from more than 100 Bpost-partners

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