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About the Role
The Director of Client Execution owns how FundApps delivers for clients across Monitoring, Reporting and Surveillance, leading the Implementation, PMO and Client Experience & Support teams. The role is responsible for building and scaling a consistent client delivery model across the business, improving client onboarding, managing complex delivery, and optimising support operations. A key part of the role is connecting Client Execution with Regulatory Product Specialists, Customer Success and Engineering, creating clear ownership, strong operating rhythms and a delivery model that scales with the business.
Responsibilities
- Define and evolve the Client Execution strategy across implementation, project management and support.
- Build a scalable operating model across Monitoring, Reporting and Surveillance.
- 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.
- Set the standards and measures for high-performing Client Execution.
- Continue to evolve Client Execution by strengthening the processes, tooling and operating disciplines.
- Strengthen planning, prioritisation and resource allocation across the Client Execution organisation.
- Ensure client commitments, delivery risks and operational dependencies are visible and actively managed.
- Own the delivery process from commercial handover through implementation and transition to BAU support.
- Ensure commercial commitments are translated into clear, realistic delivery plans.
- 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.
- 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.
Requirements
- 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.
- Candidates must have permission to work in the UK without visa sponsorship.
Location
- London, UK
Work Type
- Full Time
- Hybrid
Salary/Compensations
- £130,000 - £145,000 / year
Benefits
- Work/life balance with flexible hybrid working
- Wellbeing benefits such as private health insurance, life insurance, a flexible stipend and mental health coaching
- Matched pension contribution up to 10%
- Peer micro-bonuses through Bonusly
- £1,000 learning budget each year and unlimited professional development leave
- Peer-led ‘Brown-bag lunch’ learning sessions and an annual Learning Festival
- 25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years
- 5 Years @ FundApps - additional 4 weeks paid holiday leave during your 5th year as a FundApper
- 26 weeks leave for all new parents regardless of gender, location or family structure
- Volunteering leave
- Birthday off
About the Company
- We are proud of the diversity of all FundAppers - it makes us strong. We provide flexibility around religious observances and embrace a variety of cultural celebrations! If you’re looking for a workplace where you can just be yourself, you’re in the right place.
Equal Opportunity
- We are proud of the diversity of all FundAppers - it makes us strong. We provide flexibility around religious observances and embrace a variety of cultural celebrations! If you’re looking for a workplace where you can just be yourself, you’re in the right place.