Director of Client Execution

Role overview

Strategy and operating model

• Define Client Execution strategy across implementation, project management, and support.
• Scale the operating model across products while balancing consistency with product-specific needs.
• Set ways of working and governance with Regulatory, Client Success, Product, and Engineering.
• Identify standardization and automation opportunities to improve client experience and scale efficiently.
• Set standards and measures for predictable implementation, quality interactions, support performance, and client outcomes.
• Improve processes, tooling, and operating disciplines; strengthen planning, prioritization, and resource allocation.

Delivery and client support

• Make client commitments, delivery risks, and operational dependencies visible and actively managed.
• Own delivery from commercial handover through implementation and transition to business-as-usual support.
• Turn commercial commitments into realistic delivery plans, challenging scope, timelines, and dependencies as needed.
• Improve onboarding consistency; ensure complex client programs have appropriate governance and escalation.
• Build support with expertise, triage, knowledge management, automation, and self-service.

Leadership and partnership

• Lead and develop the Implementation and Client Experience & Support leadership teams.
• Partner with Regulatory, Customer Success, Product, and Engineering leaders; resolve cross-functional ownership gaps and competing priorities.
• Represent Client Execution in strategic planning and investment decisions for implementation, support capacity, and roadmap commitments.
• Bring client and delivery insight to Product, Regulatory, and Engineering teams.

What you'll bring

• Senior leadership experience in Client Execution, implementation, professional services, support, or customer operations at a B2B SaaS or technology business.
• Track record scaling operating models across multiple products, teams, or geographies.
• Strong understanding of enterprise implementation and support in a complex technical environment.
• Experience improving client-facing team scalability and efficiency through standardization, automation, and organizational design.
• Strong analytical and commercial judgment, including translating operational data into strategic decisions.
• Effective cross-functional leadership and ability to balance long-term operating model design with practical delivery.

Salary

• Salary is stated as £130,000 to £145,000; final offer depends on skills and experience.

Work arrangement

• Hybrid work arrangement: new employees are asked to spend three days per week at the London office during their first six months; thereafter the policy is at least two days.

Work eligibility

• Candidates must have permission to work in the UK without visa sponsorship.