Wilmington plc→
Customer Operations & Services Director at Wilmington plc · London
Skills
Job Description
Company Outline
Job Role: Customer Operations and Services Director
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 and 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.
Please note: To complete your application, you will be redirected to Wilmington Plc’s career site. 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
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
We always support colleagues to develop their skills but to be successful in this job you really do need to already be able to tick most of these boxes...
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.
Before you go....
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. Click on “APPLY” today!
The Legal Bit!
The statements above are intended to describe the general nature and level of work performed by employees assigned to this role. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.
*Please note that this role may remain advertised until an offer of employment has been made.
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