VP, Global Business Operations & Strategy, CP & ESG Audit & Assurance

Wolters Kluwer; Greater London; On-site; GBP 150,000 - 190,000; Full time

Job summary

Wolters Kluwer in London seeks an experienced head of Customer Lifecycle to manage the TeamMate lifecycle from implementation to renewal, maximizing engagement of about 3,000 customers and improving retention. The role oversees Professional Services, Customer Success, Customer Service, Sales Support and Retention.

You will drive strategy, budgeting, packaging, pricing, and BI, lead 90 professionals globally, manage external partners, and work with Sales, Finance and Product to optimise

Qualifications

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

Responsibilities

• Lead Professional Services, Customer Success, Customer Service, Sales Support and Retention to manage the global TeamMate Customer Lifecycle from implementation through renewal, maximizing engagement for ~3,000 customers.
• Drive Strategy including VSP, budgeting, packaging and pricing; own Business Intelligence supporting Sales, Marketing, Product and post-sales teams.
• Oversee external implementation and support partners to extend capacity of Professional Services and Customer Support.
• Manage an Associate Director and teams across regions, ensuring effective operations and delivery of services.

Skills

Leadership

Strategic thinking

Cross-functional collaboration

Commercial acumen

Tools

ERP systems

CRM systems

Job description

The main responsibility of the role is to manage the global TeamMate Customer Lifecycle from implementation through renewal, with the goals of maximising engagement across approximately 3,000 customers and improving retention. The role leads the Professional Services, Customer Success, Customer Service, Sales Support and Retention functions.

In addition to post-sales customer lifecycle management, this position supports TeamMate Strategy, including VSP, budgeting and strategic projects; contributes to Go-to-Market activities such as business cases, packaging and pricing; and owns the Business Intelligence function supporting Sales, Marketing, Product and post-sales teams.

To deliver on these goals, the position leads approximately 90 professionals globally and manages multiple external implementation and support partners to extend the capacity of Professional Services and Customer Support.

Professional Services

• Responsible for the design and execution of implementation and training for TeamMate products.
• Manages external partners that extend implementation capacity, including partner enablement and certification programmes.
• Direct responsibility for 40+ professionals globally across the Americas, EMEA and APAC.

Retention

• Responsible for renewals across the TeamMate customer base, including process definition and execution of customer interactions.
• Collaborates with GSO teams on process automation and with Finance and Order Management teams on invoicing.
• Identifies upsell opportunities for execution by the Sales organisation.
• Direct responsibility for 6 professionals across EMEA, the Americas and APAC, supporting approximately 3,000 customers.

Customer Service

• Responsible for the design and execution of omnichannel customer support, including phone, email and self-service.
• Manages external partners that extend Customer Support capacity.
• Works closely with Development teams to identify opportunities for product and service improvement.
• Direct responsibility for 30+ professionals globally, providing support to approximately 3,000 customers.

Customer Success

• Responsible for the design and execution of the Customer Success function, focused on increasing the value customers realise from TeamMate offerings and improving customer satisfaction and loyalty.
• Establishes, develops and maintains relationships with strategic and at-risk accounts throughout the customer lifecycle.
• Coordinates closely with Retention and provides additional coverage where required.
• Proactively engages customers outside the renewal cycle to understand their needs and help resolve challenges directly or through Support and Professional Services.

Business Intelligence, Product Operations & Sales Support

• Manages an Associate Director with a team of 4.
• Defines packaging and pricing for TeamMate products.
• Coordinates the creation and maintenance of materials in ERP and CRM systems.
• Leads collaboration with GSO and GBS teams to automate and improve end-to-end processes.
• Supports Finance on Professional Services revenue recognition and collaboration with Collections.
• Sales Support also reports into the Associate Director, BI & Operations, with 2 direct reports.
• Leads transactional data analysis and reporting across areas including pipeline, sales, Customer Support and Professional Services.
• Develops business cases to support investment decisions, including product development and hosting alternatives.
• Leads market-sizing activities.

Strategy

• Supports strategic decision-making, including active involvement in VSP and budget preparation.
• Leads strategic projects.

Requirements

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

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.