Director of Client Execution

Role purpose

• Client Execution owns implementation, delivery governance and support operations;
• Client Success owns ongoing relationship health, adoption and value realisation;
• Account Management owns renewals and commercial growth.

What You'll Be Working On

Client delivery strategy and operating model

• Define and evolve the Client Execution strategy across implementation, project management and support.
• Build a scalable operating model across Monitoring, Reporting and Surveillance, with the right organisation, capabilities and capacity to support growth while balancing consistency with the needs of each product.
• Define clear ways of working within Client Execution and establish effective patterns of governance and collaboration with Regulatory, Client Success, Product and Engineering teams.
• Identify where standardisation and automation can improve Client Experience and enable more efficient scaling
  
  

Operational excellence

• Set the standards and measures for high-performing Client Execution, including implementation predictability, quality of interaction, support performance and client outcomes.
• Continue to evolve Client Execution by strengthening the processes, tooling and operating disciplines needed to improve efficiency, remove bottlenecks and scale effectively as the business grows.
• Strengthen planning, prioritisation and resource allocation across the Client Execution organisation.
• Ensure client commitments, delivery risks and operational dependencies are visible and actively managed.
  
  

Client journey

• Own the delivery process from commercial handover through implementation and transition to BAU support, ensuring clear ownership, predictable delivery and effective handoffs.
• Ensure commercial commitments are translated into clear, realistic delivery plans, with appropriate challenges around scope, timelines and dependencies.
• Improve the consistency and scalability of onboarding across products and client segments.
• Ensure complex client programmes have appropriate governance and escalation.
• Build a support model that combines strong expertise with effective triage, knowledge management, automation and self-service.
• Help shape product strategy by representing the voice of the client and bringing delivery insight into Product, Regulatory and Engineering teams.
  
  

Leadership and cross-functional influence

• Lead and develop the Implementation, Client Experience & Support leadership teams.
• Build strong partnerships with Regulatory, CSMs, Product and Engineering leaders.
• Drive clarity where Client Execution depends on multiple functions, resolving gaps in ownership and competing priorities.
• Represent Client Execution in strategic planning and investment decisions across implementation, support capacity and roadmap commitments.

What You'll Bring To The Team

• Senior leadership experience across Client Execution, implementation, professional services, support or customer operations in a B2B SaaS or technology business.
• Track record of scaling operating models across multiple products, teams or geographies.
• Strong understanding of enterprise implementation and support in a complex technical environment.
• Experience of improving the scalability and efficiency of a client facing team or function through standardisation, automation and effective organisational design.
• Strong analytical and commercial judgement, with the ability to translate operational data into strategic decisions.
• Effective cross-functional leadership, particularly across Product, Engineering, Customer Success and specialist teams.
• Ability to move comfortably between long-term operating model design and the practical realities of Client Execution.

A Few Things To Know Before You Apply