About the role

  • Provide clear strategic direction and leadership across all UK functions, including Account Management, Customer Service, Network Planning, and Operations.
  • Line manage and develop team leads, setting clear objectives and fostering collaboration between teams.
  • Contribute to the organisation’s overall business strategy, translating high-level goals into operational and commercial plans.
  • Champion a culture of accountability, innovation, and continuous improvement across all departments.
  • Take overall accountability for client satisfaction, retention, and growth across the business.
  • Oversee the delivery of exceptional client experiences, ensuring alignment between operational performance and strategic client goals.
  • Support and guide the Account Management function in identifying, developing, and securing upsell and cross-sell opportunities.
  • Ensure commercial targets are met, with effective forecasting, budgeting, and reporting to senior leadership.
  • Drive consistency and efficiency across all operational processes, ensuring smooth service delivery and adherence to agreed KPIs.
  • Oversee client mobilisation and service rollouts, ensuring that transitions are seamless, timely, and well-coordinated across teams.
  • Ensure compliance with internal policies, client contracts, and industry standards, while maintaining a strong focus on quality assurance and safety.
  • Define and execute product strategy and roadmap.
  • Collaborate business-wide to deliver an optimal user experience.
  • Understand and analyse the competitive landscape, as well as market trends in education to deliver outcomes and drive value.
  • Manage stakeholder communication, including executive updates and board reporting.
  • Prepare documentation, such as specifications, to ensure feature development.
  • Lead by example to promote Vectare’s values, ensuring a motivated, engaged, and high-performing workforce.
  • Support the team leads in developing team capability, succession planning, and professional growth.
  • Build a collaborative environment that connects departments, reduces silos, and encourages open communication.
  • Identify and deliver initiatives that enhance productivity, reduce costs, and improve customer outcomes.
  • Leverage data and insights from both operational and client teams to inform decision-making and drive business improvement.
  • Produce regular performance reports for the Executive Team, providing insights, risks, and recommendations.

Requirements

  • Proven experience in a senior operational or client services leadership role, ideally within a service-led or transport-related industry.
  • Strong commercial acumen, with experience managing budgets, delivering growth, and improving profitability.
  • Track record of leading multi-functional teams and developing senior managers.
  • Excellent communication and relationship management skills, capable of influencing at all levels.
  • Strategic thinker with a hands-on approach to problem-solving and delivery.
  • Demonstrated ability to drive operational excellence while maintaining an exceptional client experience.
  • Highly organised, data-driven, and comfortable managing competing priorities in a dynamic environment.

Benefits

  • Base salary is based on experience, and performance bonuses are based on KPIs.
  • Monthly Health & Wellness Allowance
  • Office lunch & team socials
  • Professional Development opportunities
  • Unlimited book budget.
  • Additional benefits such as a pension and 25 days' holiday also apply.

Job title

Director

Job type

Experience level

Lead

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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