At a Glance
- Tasks: Lead and shape a centralised Operations and Services function for a dynamic multi-brand organisation.
- Company: Wilmington Plc, a leader in data and insights across Governance, Risk and Compliance markets.
- Benefits: 30 days annual leave, hybrid working, performance bonus, private healthcare, and gym membership.
- Other info: Join a diverse team committed to continuous improvement and organisational change.
- 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.
Location: Hybrid, with regular travel to London, Birmingham and Leicester offices.
Salary: £120,000 per annum, plus performance‑related bonus and benefits.
Contract type: Permanent, full time.
What We Can Offer You:
- 30 days annual leave
- Additional holiday purchase
- Hybrid working
- Performance‑related bonus
- Life assurance
- Vitality private healthcare
- Subsidised gym membership
- 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.
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”.
Job Purpose, Tasks and Responsibilities:
- 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.
What We're Looking For:
- 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.
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.
To be successful in this role, you would need permission to work in the role's location by the start of employment.
About Us:
Wilmington Plc is 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.
Customer Operations And Services Director in London employer: Wilmington plc
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 wellbeing, we provide generous benefits such as 30 days of annual leave, hybrid working options, and access to private healthcare, all while fostering a culture of collaboration and continuous improvement. This role not only allows you to shape the future of customer experience across a multi-brand organisation but also offers significant opportunities for personal and professional growth within our executive leadership team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations And Services Director in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Wilmington Plc on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. This insider info can give us a leg up!
✨Tip Number 2
Prepare for those tricky interview questions! Think about how your past experiences align with the role's requirements, especially around operational strategy and stakeholder management. We want to show them we’re the perfect fit!
✨Tip Number 3
Showcase your leadership style! Be ready to discuss how you’ve built high-performing teams and driven change in previous roles. We need to demonstrate that we can inspire and lead at Wilmington Plc.
✨Tip Number 4
Don’t forget to follow up! After the interview, send a thank-you email to express our appreciation for the opportunity. It’s a great way to keep us on their radar and show our enthusiasm for the role!
We think you need these skills to ace Customer Operations And Services Director in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in creating or evolving centralised operating models. We want to see how your skills align with the role of Customer Operations and Services Director.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've set and delivered operational strategies, including SLAs and KPIs. 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 know what makes you unique. Share your passion for building high-performing teams and fostering a culture of continuous improvement.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. 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 and any recent changes they've made. This will help you articulate how your experience aligns with their needs and how you can contribute to evolving their centralised operating model.
✨Showcase Your Strategic Mindset
Prepare examples that demonstrate your ability to set and deliver operational strategies, including SLAs and KPIs. Be ready to discuss how you've used data to drive performance and continuous improvement in previous roles, as this is crucial for the Customer Operations and Services Director position.
✨Build Rapport with Stakeholders
Since this role involves exceptional stakeholder management, think of ways to illustrate your relationship-building skills. Share stories about how you've successfully collaborated with senior stakeholders and influenced decisions, showcasing your communication prowess across various levels of seniority.
✨Emphasise Change Leadership Experience
Highlight your experience in leading organisational change and managing complex team structures. Prepare to discuss specific challenges you've faced and how you navigated them, as well as your passion for building high-performing teams and fostering a culture of continuous improvement.
