Ben Jones

Highly experienced transformation and commercial operations leader with a strong track record of delivering complex, large-scale programmes across global organisations. Combines strategic thinking with hands-on delivery expertise to drive functional transformation, improve customer experience, and unlock commercial value. Proven ability to lead cross-functional teams and deliver measurable outcomes across regulated industries.

Key Strengths

• Business Transformation – Designing and delivering complex, enterprise-wide transformation programmes.
• Commercial Operations – Driving performance across customer service, pricing, sales support, and contract management.
• Programme & Change Leadership – Leading large-scale programmes (APM PMQ, APMG Certified Practitioner).
• Customer Experience & CRM – Enhancing customer operations and implementing CRM platforms.
• Advanced Analytics & Insight – Leveraging data to inform decision-making and improve outcomes.
• Process Improvement – Applying Lean/Six Sigma techniques to optimise performance and cost.
• Stakeholder Engagement – Leading cross-functional teams and engaging senior stakeholders.

Career Highlights

Senior Consultant – Strategy, Transformation & Commercial Effectiveness, Atlantic Cedar Ltd (2023–Present)

• Leads transformation and change engagements across public and private sector clients.
• Supports procurement and commercial optimisation through spend analytics and supplier savings.
• Delivers business transformation across commercial operations and customer experience.

EMEA Commercial Operations Director, ICU Medical (2022–2023)

• Led integration of “Order to Cash” processes following acquisition of Smiths Medical.
• Integrated legacy commercial operations into a new organisational structure.
• Delivered cross-functional programme mitigating £120m revenue risk driven by regulatory change.

EMEA Commercial Operations Director, Smiths Medical (2018–2021)

• Designed and implemented a new EMEA commercial operations function.
• Led customer service, pricing, tender and contract management, and sales support functions.
• Oversaw global customer service and sales operations tools, including CRM and contact centre platforms.

Strategic Programme Manager, Smiths Medical (2010–2017)

• Delivered complex transformation initiatives including operating model redesign, product development, and organisational restructuring.
• Led global programmes spanning digital, branding, and operational transformation.

Credentials

• Core Expertise: Business Transformation, Commercial Operations, Programme & Change Management, Process Improvement.
• Certifications: APM Project Management Qualification (PMQ); APMG Change Management Practitioner; Lean/Six Sigma.
• Functional Capabilities: Customer Service Management, Pricing & Commercial Strategy, CRM & Sales Operations.
• Leadership Experience: Cross-functional team leadership, large-scale programme delivery, stakeholder engagement.

To learn more about Ben's experience and expertise visit his LinkedIn.