Business Operations Manager

About the role

Own how the Business organisation operates across multiple markets. Design, document and improve the processes Sales and Client Success run on in every market. Own the SOPs, workflows and escalation paths — and keep them used, not filed away. Maintain the knowledge base, playbooks and templates, and own onboarding for new Sales and CS hires.

Key responsibilities

• Own CRM governance across all markets, so pipeline and client data mean the same thing everywhere
• Own CRM sales cadence end to end, and the handover from Sales to Client Success
• Review compliance market by market and close the gaps with Country Managers
• Define the KPIs for Business Operations and Client Success
• Build one consolidated view of client health, retention, revenue at risk and initiative progress
• Track actions to completion and flag risk early, with a recommendation attached
• Lead the operational rollout of new products and commercial initiatives
• Put processes, pricing guidance, documentation and training in place before launch
• Define how Client Success works — account management, reviews, QBRs, renewals, escalations
• Lead and develop the Regional Client Success team, and keep retention risk visible with Country Managers

About you

• Proven experience in business operations, revenue operations, or a similar cross-functional role, ideally across multiple markets in Southeast Asia and/or North Asia
• Track record owning CRM systems, SOP design, and process governance at a regional or multi-country level
• Experience with Client Success frameworks — account health, retention, QBRs — and confidence managing a team directly
• Strong stakeholder management skills, with the ability to influence Country Managers and drive consistency without formal authority over their teams
• A structured, process-driven mindset, with the ability to bring order to fragmented, fast-moving markets
• Comfortable operating across cultures, languages, and time zones
• Familiarity with Notion or similar documentation tools is a plus