Customer Delivery Director

As a Customer Delivery Director, you'll be the driving force behind delivery performance, customer health, renewals, and expansions for key accounts. Working closely with your Account Director partner, you'll own the complete customer success journey while maintaining commercial discipline and delivery excellence.

This partnership will be responsible for delivery excellence and commercial growth, driving sustainable revenue and exceptional customer satisfaction

What You'll Do

Lead Customer Relationships

• Build trusted partnerships with senior customer stakeholders
• Lead governance including steering committees and performance reviews both internally and directly with the Customer
• Manage escalations proactively and ensure rapid resolution
• Drive customer satisfaction targets and retention

Drive Delivery Excellence

• Provide strategic oversight across all customer engagements
• Lead multi-disciplinary teams and ensure consistent quality
• Implement best practices and drive continuous improvement
• Own on-time, on-budget delivery across all projects

Own Commercial Performance

• Manage financial performance
• Identify growth opportunities and drive expansion within accounts
• Support contract negotiations, renewals, and change control
• Collaborate with Commercial teams to develop new opportunities

Build High-Performance Teams

• Foster a culture of transparency, accountability, and empowerment
• Promote employee engagement and professional development

Qualifications

What We're Looking For

• Experience of working in a similar role in the Financial Services market, preferably in the Capital Markets domain
• Exceptional leadership and stakeholder management abilities
• Strong executive presence and communication skills
• Commercial acumen with a customer-centric mindset
• Strategic thinking combined with operational discipline
• Proven track record growing accounts and achieving high customer satisfaction
• Comfortable working with numbers and financial metrics
• Ability to thrive in fast-paced, high-accountability environments

What Success Looks Like

• High customer satisfaction
• Account Growth and revenue retentionMeeting and exceeding commercial targets
• Consistent on-time, on-budget, excellent delivery

Why This Role Matters

You'll be instrumental in strengthening our most important customer relationships while driving meaningful growth. This role offers the unique opportunity to shape customer success strategy, lead high-performing teams, and make a direct impact on both customer outcomes and business performance.

Reporting to the Chief Customer Success Officer, you'll work at the intersection of delivery, commercial excellence, and customer satisfaction - bringing a growth mindset to everything you do.