Operations Manager - Hybrid

Operations Manager – Hybrid

Location: Hybrid / Leicester – 2 days per week in Leicester office
Salary: £33,000 per annum + Excellent Benefits!
Contract Type: Permanent, Full Time
What We Can Offer You: Hybrid Working, Performance-Related Bonus, Life Assurance, Additional Holiday Purchase, Health Cash Plan, Subsidised Gym Memberships, Cycle to Work Scheme, Discount Vouchers, and Access to Wellbeing Resources!

Why Do We Want You?

Mercia, part of the Wilmington plc, is recruiting for a strong leader for our Marketing Services team, taking the lead in all aspects of resourcing/structure, team development, and performance management.

In this role, you will oversee and manage the fulfilment of Mercia\’s Marketing Services product portfolio, delighting clients with all aspects of the production & delivery of the products in a timely manner, building client relationships, and maximising revenue through client renewals and retention.

You will maintain great relationships and communication across the wider business and other departments in Mercia, ensuring that products are fulfilled in collaboration with Product, Technical, Sales & Marketing teams, delivered within an agreed time frame and to the clients\’ exact specifications, whilst maintaining excellent client service.

This role will require monthly financial and non-financial reporting, developing and implementing strategies to continuously improve and delight clients, and leading the team\’s operational processes and system developments.

Job Purpose, Tasks, and Responsibilities

You will be responsible for:

• Leading and developing the Marketing Services team to exceed client expectations and satisfaction.
• Leading on the Revenue Retention and Client Renewals activity for all marketing services products.
• Financial monthly reporting of performance of revenue renewals vs budget and discussing outcomes and proposed next steps with the Client Success & Operations Director.
• Creating a positive work environment with high employee engagement.
• Supporting employees, mentoring the team, and providing advice to respond and independently resolve a range of standard and unforeseen issues.
• Ensuring the work of the team is performed to an excellent standard.
• Overseeing resources and making recommendations about their allocation, ensuring processes/tasks are conducted efficiently.
• Building relationships and liaising with peers across Mercia to determine services.
• Ensuring achievement of Key Performance Indicators (KPIs/SLAs) and team objectives, including monthly reporting and resolving issues if required.
• Monitoring Salesforce to schedule resources during peak product sales times and oversee daily Salesforce tasks, including asset statuses, data, cases & agreement reports.
• Continuous improvement of team processes and delivery to exceed client satisfaction.
• Championing the launch and team training of any new systems and operational processes required for the Marketing Services team as part of Digital Transformation.

What\’s the Best Thing About This Role?

You will have a lot of autonomy in this role and will find satisfaction in setting goals and leading the team to achieve them. You\’ll also have the opportunity to build strong relationships and collaborate with internal Marketing, Sales, and Design teams.

What\’s the Most Challenging Thing About This Role?

You will be managing the team through a digital transformation as new systems will be introduced, creating the need for new processes and ways of working to be established. Balancing multiple priorities whilst managing the team and ensuring high-quality service is provided to clients at all times.

What We\’re Looking For

To be successful in this role, you must have the ability to:

• Deliver on customer delight and source missing information necessary to build products in the required time frame.
• Allocate resources to priorities during high-pressure product delivery cycles.
• Train junior team members in product build/delivery/annual cycle.
• Maintain excellence in client product satisfaction.
• Improve service levels to exceed client satisfaction.
• Resolve problems where the optimal solution may not be immediately apparent.
• Exercise significant evaluation and independent thought to resolve ambiguity.
• Influence the process by advising on the impact of policy changes and implementation.
• Assess the impact of their work across the team and within the broader Mercia group.

To be successful in this role, it would be great if you have:

• Experience in the accounting industry.

We know it\’s 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

Mercia, part of Wilmington plc, provides expert-led, professional training solutions across multiple industries. With a commitment to integrity, inclusivity, and professional development, we\’re dedicated to helping individuals and businesses achieve their highest potential.

Wilmington plc is a global organization driven by shared values and a culture of support and respect.

Click on “APPLY” today!

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