Overview

Director of Operations & Client Success

London (Hybrid)

Are you an experienced payments leader looking for your next challenge? Do you thrive on building strong client relationships and leading teams to deliver results? Are you ready to act as the right hand to a Chief Operating Officer, taking ownership of critical escalations and driving commercial outcomes?

We are seeking a Director of Operations & Client Success with deep knowledge of the payments industry, specifically card payments, to take on a pivotal role. This position blends Account Management, Customer Success, Onboarding, and Partnerships into one strategic function, ensuring clients and partners receive first-class service while the business scales.

Responsibilities

• Act as deputy to the COO, handling escalations, providing strategic input, and ensuring operational excellence.
• Own the customer and partner journey end-to-end – from onboarding and integration through to growth and retention.
• Lead, develop, and inspire a diverse team with varied levels of experience, ensuring individuals are supported to perform at their best.
• Travel around 50% of the time, meeting clients and partners face to face to strengthen relationships and drive growth.
• Balance strategic leadership with hands-on delivery, ensuring commercial, operational, and cultural success.

What You’ll Bring

• Proven leadership in payments, with specific expertise in card payments.
• Experience managing teams and creating an environment where talent can thrive.
• Strong commercial mindset with a track record of driving growth, negotiating complex deals, and delivering results.
• Ability to handle senior-level escalations with confidence and credibility.
• A driven, success-oriented approach – someone willing to put in the hours to make things happen.

This is a rare opportunity for a driven payments professional to step into a highly visible role, working closely with the COO to shape the future direction of the business while leading a team through its next stage of growth.