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%):