Customer Delivery Director

About the Role

The Customer Delivery Director will serve as a key leader responsible for driving delivery performance, ensuring customer satisfaction, managing renewals and expanding business with essential accounts. Collaborating closely with an Account Director, you will oversee the entire customer success lifecycle, ensuring a balance of impeccable delivery and commercial discipline.

Key Responsibilities

• Establish and nurture trusted partnerships with senior stakeholders at customer organizations.
• Lead governance activities including steering committees and performance reviews both within the company and in direct customer interactions.
• Proactively handle escalations, delivering prompt resolutions.
• Achieve and maintain customer satisfaction and retention targets.
• Provide strategic leadership across all customer engagements to ensure delivery excellence.
• Guide multi-disciplinary teams to guarantee consistent quality in project outcomes.
• Introduce best practices and promote continuous improvement initiatives.
• Ensure all projects are delivered on schedule and within budget.
• Oversee financial performance related to customer accounts.
• Identify and cultivate new growth and expansion opportunities within existing accounts.
• Support negotiations, renewals, and contractual changes.
• Partner with commercial teams to generate new business prospects.
• Develop and sustain a high-performance team culture emphasizing transparency, accountability, and empowerment.
• Encourage employee engagement and professional growth.

Candidate Profile

• Demonstrated experience in a comparable role within the Financial Services sector, preferably within Capital Markets.
• Exceptional leadership capabilities and proficiency in managing stakeholder relationships.
• Strong executive presence paired with excellent communication skills.
• Commercially savvy with a strong customer-focused approach.
• Strategic thinker with operational rigor.
• Proven success in account growth and delivering high levels of customer satisfaction.
• Comfortable analyzing financial data and metrics.
• Able to excel in dynamic, high-pressure, and accountable environments.

What Success Looks Like

• Consistently high levels of customer satisfaction.
• Growth of accounts and retention of revenue.
• Achievement of commercial targets.
• Consistently delivering projects on time, within budget, and with excellent quality.

Why This Role Is Important

This position is critical for reinforcing vital customer relationships and driving significant business growth. It offers a rare chance to influence customer success strategies, lead talented teams, and directly affect both client outcomes and company performance. Reporting directly to the Chief Customer Success Officer, this role operates at the convergence of delivery, commercial success, and overall customer happiness, driven by a growth-oriented mindset.