AVK-SEG East Sussex, England, United Kingdom

Head of Client Operations

AVK-SEG East Sussex, England, United Kingdom

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We are seeking an experienced and strategic Head of Client Operations to lead and enhance our end-to-end client service delivery. This role will oversee the sales, contract onboarding process, service delivery teams, client support, and operational processes that impact customer satisfaction and retention. You will be a key driver in aligning our operational capabilities with business goals, ensuring scalable, efficient, and client-centric service. This role will involve extensive travel across UK and Europe to other AVK offices and Client sites.

Key Responsibilities

• Operational Leadership: Lead and manage the Client Operations team, including sales, client onboarding, account management operations and scheduling functions.
• Client Onboarding & Delivery: Oversee the client onboarding process, ensuring seamless transitions from sales to service. Continuously optimise onboarding workflows for speed, consistency, and satisfaction.
• Process Optimisation: Design and implement operational processes, policies, and standards to improve client experience, reduce churn, and ensure service-level compliance.
• Cross-functional Collaboration: Partner closely with wider AVK stakeholders to ensure alignment on client needs, service expectations, and business priorities.
• Client Satisfaction & Retention: Monitor and improve client satisfaction metrics, identify pain points, and work cross-functionally to drive retention strategies and value based propositions.
• Data-Driven Decisions: Analyse operational data and performance metrics to drive continuous improvement and make informed strategic decisions.
• Team Development: Build and lead a high-performing team, fostering a culture of accountability, continuous improvement, and customer-centricity.
  
  

• Proven track record of driving operational excellence in a client-facing environment.
• Strong leadership and team management skills.
• Exceptional problem-solving, process development, and project management abilities.
• Excellent communication and interpersonal skills, with a client-first mindset.
• Familiarity with CRM platforms, customer support tools, and performance analytics.
• Experience in a high-growth, fast-paced industry.
• Familiarity with customer success frameworks and operations scaling.
• International or multi-regional client operations experience is a plus.
  
  

• Private Health Insurance
• Performance Bonus
• 25 days annual leave + bank hols
• Birthday Off
• Pension Plan
• Hybrid working / Flexible working
  
  

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Contract

Job function

• Job function

  Management and Manufacturing

• Industries

  Strategic Management Services

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