Customer Performance and Operations Manager

Job Title: Customer Performance and Operations Manager
Location: Lisbon, Portugal (Hybrid)
Contract: Full-Time Permanent

About Us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

The Role

The Customer Performance and Operations Manager helps Cyncly get the most value from its existing customers across the in-life customer lifecycle. The role leads pricing strategy and performance across the four business units, and provides the cohort-based retention reporting that shows how the customer base is renewing, growing and churning. It brings the two together, so that pricing decisions are made with a clear view of their effect on retention, and retention is measured on the same trusted base.

The role sits in Customer Ops, a Group Operating Team within Revenue Operations that treats pricing, churn and retention as one agenda: the same customers, the same CRM and billing systems and the same renewal events. It is part of the wider customer performance team, working alongside the Senior Manager, Revenue Operations and the Retentions and Renewals teams. The role leads a Pricing Analyst who executes price increases in the business systems; while the Manager sets Cyncly's central view on price, leads the annual price increase facilitates decision making across the business units.

Key Responsibilities

Pricing strategy and yield optimisation

• Set and maintain Cyncly's central pricing strategy and standards, covering price structures, indexation and the rationale for increases, balancing group consistency with BU market, product and customer context.

• Facilitate and agree pricing decisions with BU General Managers and BU Revenue Operations Leads, with a clear route for exceptions.

• Identify where pricing is leaking value or where yield can be improved, using scenario analysis on revenue and churn impact, and turn it into recommended action.

Price-increase performance

• Optimise the performance of the annual price increase across all four business units: set the cross-BU budget and forecast, plan the approach (waves, carve-outs, dependencies) and oversee the Analyst's execution through the business systems.

• Work with billing, sales, marketing and BU Revenue Operations Leads so that increases land on invoices and in revenue, coordinating customer messaging and notice requirements with marketing.

• Reconcile delivered increases against budget and operating plan, explain variance, and provide the pricing inputs to forecast and budget. BU Revenue Operations Leads own the integration into their BU forecast and narrative.

Customer retention reporting through cohorts

• Build and own the renewal-cohort view jointly with the Senior Manager, Revenue Operations. This means one agreed methodology for customer base value and value up for renewal by month and year, reconciled across CRM and billing.

• Establish the cohort view as the shared base for measuring price-increase impact, churn and retention, and for setting budget targets.

• Report regularly on how the customer base is renewing, growing and churning, and supply the cohort inputs that churn, retention and revenue forecasting depend on.

• Give the Retentions and Renewals teams reporting and insight they can act on, including how customers respond to price changes.

Performance reporting, systems and data

• Lead the design of reporting and self-serve dashboards across pricing, cohorts and churn, using automation and AI to cut manual effort. Set requirements for the Business Systems teams to build, and sign off that outputs are accurate and traceable to source.

• Lead the mapping of how price, renewal and churn data flow through CRM, quoting and billing, showing where reporting breaks to