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 culture that values collaboration, engagement, and continuous improvement.
- 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 in London 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 generous benefits 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 innovation and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations & Services Director in London
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, attend relevant events, and don’t be shy about asking for introductions. The more people you know, the better your chances of landing that dream role.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, recent projects, and challenges they face. This will help you tailor your responses and show them you’re genuinely interested in making an impact.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. The more comfortable you are, the better you’ll perform when it counts.
✨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 you’re enthusiastic about the opportunity!
We think you need these skills to ace Customer Operations & 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:Remember to complete your application on Wilmington Plc’s career site. It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity!
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.
