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 governance, risk, and compliance.
- Benefits: £120,000+ salary, 30 days annual leave, hybrid working, and excellent health benefits.
- Other info: Join a supportive 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.
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
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
About us
We’re Wilmington plc, a group of businesses united by governance, risk and compliance. Acting as a trusted partner, we help our customers to do the right business in the right way as they navigate the Regulatory Compliance landscape. If you’re looking for innovation, opportunity, and community, you’ll find them all and more here. Join us and do Work That Means Something.
At Wilmington plc, we help global customers to do the right business in the right way - providing trusted data, insights, and education to navigate the Governance, Risk and Compliance (GRC) landscape. When you join us, you’ll not only make a real difference for our customers, you’ll also enjoy flexibility through hybrid working and benefit from a wide range of learning, career, and development opportunities. Whether you're just starting out, returning to work after a break, or looking to take your next step, you’ll be doing work with meaning. Join us and make a real difference.
Customer Operations & Services Director in London employer: Wilmington
Wilmington Plc is an exceptional employer that champions innovation and inclusivity, offering a dynamic work environment where you can shape the future of customer operations. With a strong focus on employee growth, you will benefit from extensive learning opportunities, hybrid working arrangements, and a comprehensive benefits package including private healthcare and performance-related bonuses. Join us in a role that not only allows you to lead transformative change but also empowers you to make a meaningful impact across a multi-brand organisation.
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 your connections on LinkedIn or industry events. A personal introduction can make all the difference when you're aiming for that Customer Operations & Services Director role.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their operations, values, and recent news. This will help you tailor your answers and show them you're the perfect fit for leading their customer experience transformation.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've shaped operational strategies or led teams through change. This is your chance to shine and demonstrate your leadership prowess.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take the initiative to connect with us directly.
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 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 strategic actions in your previous roles. We’re keen to see how you can translate insights into impactful decisions!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re serious about joining our team at Wilmington Plc. We can’t wait to hear from you!
How to prepare for a job interview at Wilmington
✨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 of how 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.
✨Build Rapport with Stakeholders
Since exceptional stakeholder management is key for this role, think of ways to illustrate your relationship-building skills. Share stories that highlight your ability to influence and collaborate with senior stakeholders, showcasing your communication prowess.
✨Embrace Change Leadership
Be ready to talk about your experience leading through organisational change. Discuss how you've managed complex team structures and implemented systems for efficiency. Highlight your passion for building high-performing teams and fostering a culture of continuous improvement.
