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 Surry Hills, close to public transport
About the Role
The Sales Operations Manager is a senior specialist role responsible for designing, governing and continuously improving the Commercial Operating System that enables Urban Rest's commercial teams to execute consistently across Business Development, Account Management, Marketing and all markets. This role owns the systems, processes, data and tools that enable commercial performance — including CRM, reporting, RFP processes, sales enablement and automation. Reporting to the Global Head of Commercial, the role partners across the commercial leadership team, influencing through expertise and delivering solutions that make the team more efficient and effective. As a technology-enabled business, Urban Rest is looking for someone highly proficient in Salesforce, comfortable with automation and AI-enabled workflows, and proactive in identifying new tools and opportunities to improve commercial execution and decision-making.
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
- Develop and maintain standard operating procedures, process maps, and governance documentation across all commercial functions
- Identify operational bottlenecks and implement process improvements that increase commercial productivity
- Own the design and maintenance of the sales-to-account management handover process
- Ensure commercial processes remain scalable as Urban Rest grows internationally
- 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
- Maintain data quality and CRM governance standards across all commercial functions
- Evaluate emerging commercial technologies and AI solutions
- Lead implementation and change management for new commercial tools and system capabilities
- Manage CRM integrations with adjacent systems - reservations, finance, marketing, and operations platforms
Commercial Intelligence, Reporting & Forecasting (20%):
- Design and maintain the reporting infrastructure across the full commercial function
- 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
- Own the commercial forecasting process
- Produce structured reporting for Weekly Commercial Reviews, Monthly Business Reviews, Quarterly Business Reviews, and Annual Planning
- Analyse commercial performance patterns - win/loss trends, deal velocity, churn signals, expansion rates and market movements
- 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
- Build and maintain a central commercial content library - including standard RFP responses, capability statements, case studies, property fact sheets, pricing frameworks, and supporting collateral
- 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
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
- Build and maintain AI prompt libraries and workflow guides that help commercial team members use AI tools effectively in their day-to-day work
- Own and coordinate the commercial operating rhythm - Weekly Commercial Reviews, Monthly Business Reviews, Quarterly Business Reviews, and Annual Planning
- Maintain governance frameworks that support inspection, accountability, and consistent commercial execution across all functions and regions
- 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
- 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
- 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
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
- End-to-end commercial processes mapped - pipeline stage definitions, the sales-to-AM handover, the RFP workflow, and the commercial review cadence
- 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
- Commercial Leadership have real-time visibility into their most important metrics
- The RFP process has been materially improved
- New commercial team members are onboarding easier & faster
- The Commercial Operating System is documented, followed, and evolving
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!
