As our Head of Wholesale Market Services (WMS), you'll lead the strategy, performance and evolution of our entire WMS function, ensuring retailers receive an outstanding service, market obligations are met, and our revenue and cash outcomes are delivered accurately, confidently and on time. This is a highly visible, business‑critical leadership role with substantial commercial, regulatory and operational impact.
What you'll be doing as Head of Wholesale Market Services
* Defining and delivering the strategy for forecasting and recovering non‑household wholesale income, protecting and enhancing c.£800m annual revenue.
* Leading the transformation and delivery of BRMEX performance, ensuring sustained improvement aligned to business commitments.
* Driving excellent service for our retail partners through effective service‑request management, complaint resolution, SLA delivery and continuous improvement.
* Building trusted, influential relationships with retailers, MOSL, trading parties and market groups, ensuring Thames Water's voice shapes the future of the market.
* Leading large onshore and offshore operational teams, creating a high‑performance, collaborative, coaching‑focused culture.
* Ensuring compliance with changing market codes and system requirements, acting as a champion for digital, data and process modernisation.
* Driving business readiness for change, embedding improvements that reduce cost, improve service and strengthen operational resilience.
We're looking for an inspiring, commercially astute, senior leader who brings:
* A strong track record of leading large, complex operational and commercial teams.
* Demonstrable experience of forecasting, revenue/cash performance and influencing senior stakeholders.
* Proven success in shaping and delivering significant organisational or customer‑focused change.
* Strong commercial judgement, with experience of P&L, budgeting or financial accountability.
* Excellent relationship‑building skills, with the ability to influence externally as well as internally.
* A passion for customer outcomes and the drive to improve service, data quality and efficiency.
* Leadership that motivates, empowers and grows high‑performing teams across multiple environments.
* A curious, resilient mindset – someone who embraces challenge, champions continuous improvement and brings people along with them.
* Knowledge of the non‑household water market is an advantage, but not essential.
Disability Confident. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.
Every day, more than 16 million people rely on Thames Water, and we're transforming how we serve customers now and for generations to come. This is a pivotal moment for us and the wider water industry. We're building a better, more transparent, more resilient future. To do that, we need exceptional leaders who are passionate about impact, influence and delivering meaningful change.
Culture: You'll join a supportive leadership community, with opportunities to grow, lead transformation at pace and develop a function that is critical to our success.
Purpose: Your work directly affects how well retailers can serve customers, how we perform in a regulated market, and how we deliver a better experience across the industry.
Scale: Thames Water is the UK's largest water and wastewater company – what you do here will influence today's service and tomorrow's resilience for millions.
All applications must include a covering letter with your application outlining how your experience demonstrates leadership in complex organisations, including transformation and cultural change, stakeholder management, cross‑functional collaboration and leading diverse teams. Your covering letter should also highlight your leadership style, your ability to inspire and galvanise others, and how you have successfully delivered in challenging environments.
We're the UK's largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people and the planet to thrive.
We are committed to being a great, diverse and inclusive place to work. We welcome applications from everyone and want to ensure you feel supported throughout the recruitment process. If you need any adjustments, whether that's extra time, accessible formats or anything else, just let us know.
Benefits
* Competitive salary from £92,220 to £128,000 per annum, dependent on experience.
* Annual leave – 26 days holiday per year, increasing to 30 with length of service (plus bank holidays).
* Car allowance.
* Annual bonus.
* Generous pension scheme through AON.
* Private medical health care.
* Access to health MOTs and physiotherapy and counselling, Cycle to Work schemes, shopping vouchers and life assurance.
Find out more about our benefits and perks.
Disclaimer: Due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.
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