Customer Operations And Services Director

Customer Operations and Services Director

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 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 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

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.

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.

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