- Salary
- £130k – £145k/yr
- Location
- London, UK
- Type
- Full-time
- Seniority
- Director
- Visa
- Not sponsored
- Source
- Pinpoint
Description
Director of Client Execution
Department: Client Services
Employment Type: Full Time
Location: London, UK
Reporting To: Toby O'Rourke
Compensation: £130,000 - £145,000 / year
Description
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 once clients are live.
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.
The role works in close partnership with Client Success and Account Management, with clear ownership across the client lifecycle:
- Client Execution owns implementation, delivery governance and support operations;
- Client Success owns ongoing relationship health, adoption and value realisation;
- Account Management owns renewals and commercial growth.
What You'll Be Working On
- Define and evolve the Client Execution strategy across implementation, project management and support.
- Build a scalable operating model across Monitoring, Reporting and Surveillance, with the right organisation, capabilities and capacity to support growth while balancing consistency with the needs of each product.
- 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, including implementation predictability, quality of interaction, support performance and client outcomes.
- Continue to evolve Client Execution by strengthening the processes, tooling and operating disciplines needed to improve efficiency, remove bottlenecks and scale effectively as the business grows.
- 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, ensuring clear ownership, predictable delivery and effective handoffs.
- Ensure commercial commitments are translated into clear, realistic delivery plans, with appropriate challenges around scope, timelines and dependencies.
- 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.
What You'll Bring To The Team
- 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.
A Few Things To Know Before You Apply
Salary
The salary for this role is between £130,000 to 145,000 and the final offer will be based on your skills and experience.
Work Eligibility
The salary for this role is between £130,000 to 145,000 and the final offer will be based on your skills and experience.
Work Eligibility
We require candidates to have permission to work in the UK without visa sponsorship.
We work hybrid and ask that new FundAppers spend 3 days per week at our shiny London office during their first 6 months, to make the most of getting to know the business and other FundAppers.
After that, our policy is at least 2 days per week in the office to collaborate, connect and enjoy our shared space and team activities.
After that, our policy is at least 2 days per week in the office to collaborate, connect and enjoy our shared space and team activities.
Life at FundApps
🕐 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
👩🏾🌈👦🏼🌏👵🏼👳🏽👽
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.
Your Privacy
Any information you submit through our job application process will be used for the purposes of assessing your fit for a role at FundApps. We may also retrieve and store information from your public social media profiles for the same purpose. By applying for this position, you consent to your data being processed in accordance with the FundApps privacy policy.
Skills
Project ManagementStrategic Planning