At a Glance
- Tasks: Lead and transform customer operations for a multi-brand organisation, ensuring top-notch experiences.
- Company: Join Wilmington Plc, a leader in data and insights across Governance, Risk and Compliance.
- Benefits: Enjoy 30 days annual leave, hybrid working, performance bonuses, and health perks.
- Other info: Be part of an inclusive workplace that values individuality and supports career growth.
- Why this job: Shape the future of customer experience and leave a lasting legacy in a dynamic environment.
- Qualifications: Proven experience in centralised operations and strong stakeholder management skills required.
The predicted salary is between 60000 - 75000 £ per year.
Location: Hybrid, with regular travel to London, Birmingham, Leicester offices.
Salary: £120,000 + per annum, DOE + Excellent Benefits!
Contract Type: Permanent, Full time.
Benefits:
- 30 Days Annual Leave
- Additional Holiday Purchase
- Hybrid Working
- Performance-Related Bonus
- Life Assurance
- Vitality Private Healthcare
- Subsidised Gym Memberships
- Cycle to Work Scheme
- Discount Vouchers
- Access to Wellbeing Resources
Why Do We Want You:
Are you a strategic operations or service leader who thrives on transforming complexity into world‑class customer experiences? This is a rare opportunity to step into a high‑impact, executive‑level role where you will define and lead a newly shaped, centralised Operations and Services function across a multi‑brand, high‑growth organisation. As Customer Operations and Services Director, you will bring together people, processes and technology to create a consistent, scalable, and commercially driven customer experience across all brands and business units. You will also be part of the Executive Leadership Team (ELT), playing a critical role in shaping the future of Wilmington Plc. This is more than a leadership role; it is a chance to build, influence and leave a lasting legacy across a complex, evolving organisation.
Job Purpose, Tasks and Responsibilities:
You will be responsible for:
- Shaping and leading a centralised Operations and Services function, ensuring clear ownership, efficient processes, and seamless collaboration across brands
- Designing a scalable operating model and delivering against budgets
- Setting and managing SLAs and KPIs, using data to drive performance, insight, and continuous improvement
- Overseeing day‑to‑day operations to ensure a consistent, high‑quality customer experience
- Leading the Operations technology landscape, working with senior tech stakeholders to drive optimisation and innovation
- Building and inspiring a high‑performing leadership team, fostering a culture of collaboration, engagement, and continuous improvement
- Driving organisational change, including talent development, succession planning, and effective people strategies
- Acting as a trusted partner to senior stakeholders, embedding a strong commercial mindset and building impactful internal and external relationships
What Is the Best Thing About This Role:
You won’t just lead Operations; you’ll reimagine how it works. From building a best‑in‑class function to influencing business‑wide strategy, this role puts you at the heart of shaping the future of customer experience across a dynamic multi‑brand organisation.
What Is the Most Challenging Thing About This Role:
Evolving a recently centralised operating model into a high‑performing central function requires vision, resilience, and exceptional change leadership. Balancing strategic priorities with hands‑on delivery in a complex, evolving environment will challenge and reward you in equal measure.
What We’re Looking For:
To be successful in this role, you must have:
- Proven experience creating or evolving a centralised (or quasi‑centralised) operating model from a decentralised structure
- Strong track record in setting and delivering operational strategy, including SLAs and KPIs
- The ability to operate at a strategic level while remaining hands‑on and delivery‑focused
- Exceptional stakeholder management and relationship‑building skills
- Strong data literacy with the ability to translate insights into compelling strategic actions
- Highly developed communication and influencing skills across all levels of seniority
- Experience leading through organisational change and managing complex team structures
- A passion for building high‑performing teams and embedding a culture of continuous improvement
- Experience implementing systems and standardising processes to harness automation and efficiency
Desired Experience:
- Experience working in multi‑brand or matrixed organisations
- A background in customer success or professional services
- Experience leading automation, transformation, or large‑scale operational change programmes
We know it is not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.
About Us:
You will be joining Wilmington Plc, a leading provider of data, insights, and education across Governance, Risk and Compliance (GRC) markets. This role operates at a group level, supporting multiple brands within the Wilmington portfolio.
Our Commitment to Inclusion:
At Wilmington Plc, we celebrate individuality and are committed to fostering an inclusive workplace. As a Disability Confident employer, we shortlist all applicants who meet the essential role criteria and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked apply!
Customer Operations and Services Director. Job in London Move Collective Jobs employer: Broughton Group
Wilmington Plc is an exceptional employer that offers a dynamic and inclusive work environment, where you can thrive as a Customer Operations and Services Director. With a strong focus on employee growth, the company provides extensive benefits including 30 days of annual leave, hybrid working options, and opportunities for professional development within a high-impact executive role. Join us in London to shape the future of customer experience across a multi-brand organisation, while enjoying a culture that values collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations and Services Director. Job in London Move Collective Jobs
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We think you need these skills to ace Customer Operations and Services Director. Job in London Move Collective Jobs
Some tips for your application 🫡
Show Us Your Leadership Skills:In the corporate leadership and management field, it's essential to highlight your leadership experience. Use your CV to flesh out examples of how you've led teams to success or managed significant projects. We want to see specific instances where your actions made a tangible difference in your previous roles!
Quantify Your Achievements:Numbers talk, especially in management! When detailing your achievements in your CV or cover letter, don’t just say you improved team performance. Instead, say you boosted productivity by 30% over six months through effective strategy implementation. This makes your application pop and shows us what you can bring to Broughton Group.
Craft a Compelling Cover Letter:Your cover letter is your chance to narrate your professional journey. We’re looking for motivation and a clear understanding of what corporate leadership means to you. Dive into your aspirations and how they align with the values and vision of Broughton Group. Make it personal – we want to get to know you!
Tailor Your CV for Management Roles:Ensure your CV reflects the management skills that are essential for this role. Focus on competencies like strategic planning, team building, and problem-solving. Use a clean layout, and don’t forget to align your experiences with those keywords mentioned in the job listing. This will help you stand out from the crowd!
How to prepare for a job interview at Broughton Group
✨Showcase Your Leadership Style
You’ll want to thoroughly convey your unique approach to leadership. During the interview with Broughton Group, be ready to share real-life examples of how you've inspired and motivated teams in the past. Think about specific achievements that illustrate your strategic thinking and your ability to drive results.
✨Brush Up on Management Theories
Expect some technical questions related to management theories and practices. Brush up on concepts like transformational leadership, servant leadership, or situational leadership. Be prepared to discuss how you would apply these theories to the role at Broughton Group, especially in the specific context of the challenges they’re currently facing.
✨Craft Your Vision for the Company
Since this is a full-time leadership role, spending time thinking about your vision for Broughton Group could really set you apart. Consider potential strategies for growth and how you would lead teams towards achieving them. This shows not just enthusiasm, but also strategic foresight that they’ll likely be looking for in a candidate.
✨Emphasise Team Dynamics and Culture
In corporate leadership, team dynamics and organisational culture are everything. Be ready to discuss how you've fostered a positive work environment in previous roles. Bring up examples of how you've managed diverse teams effectively—this will resonate well at Broughton Group as they’re likely seeking a candidate who can enhance their workplace culture.
