The Director, IP Recordals will shape and lead the delivery and customer engagement model for our global Recordals service. This senior role focuses on implementing a scalable Target Operating Model, ensuring our clients receive consistently exceptional support and guidance. You’ll play a key part in strengthening customer confidence, encouraging use of our IP Solutions Digital Platform, and driving ongoing process improvements to keep the service efficient, reliable, and future-ready. About Protect We help Protect our customers’ ideas and innovations Key Responsibilities Lead and manage a team focussed on delivering a global IP Recordals service. Oversee the delivery of IP Recordals to Protect clients, ensuring high levels of customer satisfaction and retention Continuously review cost to serve, manage capacity & utilization. Engage customers effectively and work collaboratively with sales function to nurture account plans. Partner with Sales and Customer Onboarding teams on RFP responses regarding IP Recordals, support with constructing Contracts and Statements of Work. Monitor market trends and client needs to identify opportunities for business growth and improvement. Collaborate with the Sales team to align service delivery with client needs and revenue targets. In conjunction with IP Solutions product function, evolve and localise the IP Recordals product offering. Partner with HR to support talent development and retention strategies. Coordinate with IT and Finance to ensure operational efficiency and compliance with corporate policies. Develop and implement annual objectives and performance metrics to achieve revenue and profit targets. Provide guidance and support to team members to ensure effective execution of daily operations and long-term objectives. Foster a trusting and collaborative work environment that encourages professional growth and self-development. Promote a culture of continuous learning and skill development within the team. Skills & Experience A minimum of five (5) years of experience in a customer focussed senior management role. IP industry experience essential. Ability to operate in a matrix organisation. Experience in building a scalable operating model. Ability to work with sales teams to deliver a world-class customer experience. Understand how to deliver scalable localisation Commercially orientated. Exceptional customer service skills. Excellent communication skills. Proven track record in building and developing teams. Ability to prioritize and multi-task in a timely manner in a fast-paced environment. A self-starter, working without supervision and able to navigate across internal and external senior stakeholder groups. Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients. RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. RWS Values Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS. Recruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void. LI-RM1