We are seeking an experienced and strategic Head of Client Operations to lead and enhance our end-to-end client service delivery. This role will oversee the sales, contract onboarding process, service delivery teams, client support, and operational processes that impact customer satisfaction and retention. You will be a key driver in aligning our operational capabilities with business goals, ensuring scalable, efficient, and client-centric service. This role will involve extensive travel across UK and Europe to other AVK offices and Client sites.
Key Responsibilities:
* Operational Leadership: Lead and manage the Client Operations team, including sales, client onboarding, account management operations and scheduling functions
* Client Onboarding & Delivery: Oversee the client onboarding process, ensuring seamless transitions from sales to service. Continuously optimise onboarding workflows for speed, consistency, and satisfaction
* Process Optimisation: Design and implement operational processes, policies, and standards to improve client experience, reduce churn, and ensure service-level compliance
* Cross-functional Collaboration: Partner closely with wider AVK stakeholders to ensure alignment on client needs, service expectations, and business priorities
* Client Satisfaction & Retention: Monitor and improve client satisfaction metrics, identify pain points, and work cross-functionally to drive retention strategies and value based propositions
* Data-Driven Decisions: Analyse operational data and performance metrics to drive continuous improvement and make informed strategic decisions
* Team Development: Build and lead a high-performing team, fostering a culture of accountability, continuous improvement, and customer-centricity
Requirements
* Proven track record of driving operational excellence in a client-facing environment
* Strong leadership and team management skills
* Exceptional problem-solving, process development, and project management abilities
* Excellent communication and interpersonal skills, with a client-first mindset
* Familiarity with CRM platforms, customer support tools, and performance analytics
* Experience in a high-growth, fast-paced industry
* Familiarity with customer success frameworks and operations scaling
* International or multi-regional client operations experience is a plus
Benefits
* Private Health Insurance
* Performance Bonus
* 25 days annual leave + bank hols
* Birthday Off
* Pension Plan
* Hybrid working / Flexible working
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