At a Glance
- Tasks: Lead and transform customer operations for a multi-brand organisation.
- Company: Join Wilmington Plc, a leader in Governance, Risk and Compliance markets.
- Benefits: Enjoy 30 days annual leave, hybrid working, and excellent health benefits.
- Other info: Be part of an inclusive workplace that values individuality.
- Why this job: Shape the future of customer experience and leave a lasting legacy.
- Qualifications: Proven experience in operational strategy and stakeholder management required.
The predicted salary is between 120000 - 120000 £ 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 LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Wilmington Plc is an exceptional employer that offers a dynamic and inclusive work environment, perfect for strategic leaders looking to make a significant impact. With a strong focus on employee growth, the company provides extensive benefits including 30 days of annual leave, hybrid working options, and access to wellbeing resources, all while fostering a culture of collaboration and continuous improvement. This role not only allows you to shape the future of customer operations but also positions you at the forefront of a high-growth organisation in the heart of London, making it a truly rewarding opportunity.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations and Services Director. Job in London LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend events, and engage on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience. This will help you tailor your responses and show you're the perfect fit for the role.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the ideal candidate for the Customer Operations and Services Director role. Keep it concise and impactful to grab their attention.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the position!
We think you need these skills to ace Customer Operations and Services Director. Job in London LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in creating centralised operating models and managing SLAs. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Showcase Your Leadership Skills:This role is all about leading teams and driving change. Use your application to demonstrate your experience in building high-performing teams and fostering a culture of continuous improvement. We love seeing examples of how you've inspired others!
Be Data-Driven:Since data literacy is key for this position, make sure to include specific examples of how you've used data to drive performance and insights in your previous roles. We’re keen to see how you translate data into actionable strategies!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensure it gets the attention it deserves. Don’t miss out on this exciting opportunity!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Stuff
Before the interview, dive deep into the company's operations and services. Understand their multi-brand approach and how they centralise their functions. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams through change and building high-performing cultures. Be ready to discuss specific strategies you've implemented to drive operational excellence and improve customer experiences.
✨Data is Your Best Friend
Brush up on your data literacy! Be prepared to discuss how you've used data to set SLAs and KPIs in previous roles. Think of concrete examples where your insights led to significant improvements in performance or customer satisfaction.
✨Engage with Stakeholders
Think about how you've built relationships with senior stakeholders in the past. Prepare to share stories that demonstrate your exceptional communication skills and how you've influenced decisions at a strategic level.
