VP of Global Business Operations & Strategy (CP & ESG Audit & Assurance)

• Manage the global TeamMate customer lifecycle from implementation through renewal, maximising engagement across approximately 3,000 customers and improving retention
• Lead the Professional Services, Customer Success, Customer Service, Sales Support, and Retention functions
• Support TeamMate strategy, including VSP, budgeting, and strategic projects; contribute to go-to-market activities such as business cases, packaging, and pricing; and own the Business Intelligence function supporting Sales, Marketing, Product, and post-sales teams
• Lead approximately 90 professionals globally and manage external implementation and support partners to extend Professional Services and Customer Support capacity
• Oversee the design and execution of implementation and training for TeamMate products, and manage external partners that extend implementation capacity, including partner enablement and certification programmes
• Lead more than 40 Professional Services professionals globally across the Americas, EMEA, and APAC
• Own renewals across the TeamMate customer base, including defining processes and executing customer interactions
• Collaborate with GSO teams on process automation and with Finance and Order Management teams on invoicing
• Identify upsell opportunities for execution by the Sales organisation
• Lead a team of six Retention professionals across EMEA, the Americas, and APAC, supporting approximately 3,000 customers
• Design and deliver omnichannel customer support, including phone, email, and self-service, and manage external partners that extend Customer Support capacity
• Work closely with Development teams to identify opportunities to improve products and services
• Lead more than 30 Customer Service professionals globally, providing support to approximately 3,000 customers
• Design and deliver the Customer Success function, increasing the value customers realise from TeamMate offerings and improving customer satisfaction and loyalty
• Establish, develop, and maintain relationships with strategic and at-risk accounts throughout the customer lifecycle
• Coordinate closely with Retention and provide additional coverage where required
• Engage customers proactively outside the renewal cycle to understand their needs and help resolve challenges directly or through Support and Professional Services
• Manage an Associate Director with a team of four across Business Intelligence, Product Operations, and Sales Support
• Define packaging and pricing for TeamMate products
• Coordinate the creation and maintenance of materials in ERP and CRM systems
• Lead collaboration with GSO and GBS teams to automate and improve end-to-end processes
• Support Finance with Professional Services revenue recognition and collaborate with Collections
• Oversee Sales Support, which reports to the Associate Director of BI & Operations and has two direct reports
• Lead transactional data analysis and reporting across pipeline, sales, Customer Support, and Professional Services
• Develop business cases to support investment decisions, including product development and hosting alternatives
• Lead market-sizing activities
• Support strategic decision-making, including active involvement in VSP and budget preparation
• Lead strategic projects

Strong commercial and analytical judgement, with an understanding of customer economics, retention, recurring revenue, and services deliveryExperience leading sizeable, geographically distributed teams through experienced functional leadersA track record of translating strategy into measurable operational improvement and leading complex work at paceA collaborative leadership style and the credibility to influence across functionsSignificant in-house operating leadership within enterprise software, B2B SaaS, or a similarly regulated, recurring-revenue businessAbility to connect operational detail with the wider business context and make clear, well-structured decisions

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