At a Glance
- Tasks: Lead and shape a centralised Operations and Services function for a dynamic multi-brand organisation.
- Company: Join Wilmington Plc, a high-growth company committed to innovation and inclusivity.
- Benefits: Enjoy 30 days annual leave, hybrid working, performance bonuses, and health perks.
- Other info: Be part of a collaborative culture with opportunities for personal and professional growth.
- Why this job: Transform customer experiences and influence business strategy at an executive level.
- Qualifications: Proven experience in operational strategy and exceptional stakeholder management skills.
The predicted salary is between 120000 - 120000 € per year.
Company Outline
Location: Hybrid, with regular travel to London/Birmingham/Leicester offices
Salary: £120,000 + per annum, DOE + Excellent Benefits!
Contract Type: Permanent, Full time
What We Can Offer You:
- 30 Days Annual Leave (Pro-Rata)
- 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’ll bring together people, processes, and technology to create a consistent, scalable, and commercially driven customer experience across all brands and business units. You’ll 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’s 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’s 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’s 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.
Essential and desirable capabilities
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
To be successful in this role, it would be great if you have:
- 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’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.
Customer Operations & Services Director employer: Wilmington plc
At Wilmington Plc, we pride ourselves on being an exceptional employer that champions a culture of inclusivity and personal growth. With a hybrid working model and a comprehensive benefits package including 30 days annual leave, private healthcare, and performance-related bonuses, we empower our employees to thrive both professionally and personally. Join us in a pivotal role where you can shape the future of customer operations while enjoying a supportive environment that values your contributions and fosters innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations & Services Director
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Operations & Services Director role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think about how your skills can align with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to articulate your vision for transforming customer operations and services. Highlight your past successes and how you can bring that expertise to the table. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and ready to make an impact in this exciting role.
We think you need these skills to ace Customer Operations & Services Director
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 delivering operational strategies. We want to see how your skills align with the role of Customer Operations & Services Director!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve driven performance improvements or led successful change initiatives. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We value individuality and want to get a sense of who you are beyond your professional achievements. Share your passion for customer experience and team building!
Apply Through Our Website:When you're ready, make sure to apply through our website for a smooth application process. It’s the best way for us to receive your application and keep everything organised. We can’t wait to hear from you!
How to prepare for a job interview at Wilmington plc
✨Know Your Operations Inside Out
Before the interview, dive deep into the company's operations and services. Understand their current structure, challenges, and successes. This will help you articulate how your experience in creating or evolving centralised operating models can directly benefit them.
✨Showcase Your Strategic Mindset
Prepare to discuss specific examples where you've set and delivered operational strategies, including SLAs and KPIs. Use data to back up your claims and demonstrate how you've driven performance and continuous improvement in previous roles.
✨Master Stakeholder Management
Think of instances where you've successfully built relationships with senior stakeholders. Be ready to share how you’ve influenced decisions and fostered collaboration across teams. This is crucial for a role that requires exceptional relationship-building skills.
✨Emphasise Change Leadership Experience
Since this role involves leading through organisational change, prepare to discuss your experiences managing complex team structures and driving transformation. Highlight your passion for building high-performing teams and embedding a culture of continuous improvement.
