Operation and Client Senior Manager

Operation and Client Senior Manager

Location: Leicester, LE19 1SU – Hybrid working is encouraged

Salary: £40,500 per annum + Excellent Benefits!

Contract Type: Permanent, Full Time

What We Can Offer You: Hybrid working, performance-related bonus, life assurance, additional holiday purchase, subsidised gym memberships, cycle to work scheme, discount vouchers, and access to wellbeing resources!

Why Do We Want You

We’re looking for a strategic leader to drive the success of an operations team within the Client Success and Operations department here at Mercia, part of the Wilmington plc.

As our Operations and Client Senior Manager, you’ll oversee the fulfilment of our marketing services products, ensuring top-tier client satisfaction, efficient delivery, and revenue growth through retention and renewals.

You’ll lead a high-performing team, optimise processes, and collaborate cross-functionally to drive commercial success.

This is a fantastic opportunity to shape the direction of the team, develop long-term client relationships, and implement strategic improvements that enhance operational success.

Please note: To complete your application, you will be redirected to Wilmington plc’s career site. We shortlist all applicants who meet the essential role criteria, and guarantee an interview for candidates with disabilities who meet these criteria. For reasonable adjustments or to apply under our interview guarantee scheme, please use the contact details provided once you have clicked “apply”!

Job Purpose, Tasks and Responsibilities

You will be responsible for:

• Developing and leading the team to exceed client expectations, ensuring seamless product delivery and operation excellence.


• Driving client renewals and maximise retention for all marketing services products.


• Reporting on revenue, renewals, and KPIs, identifying areas for strategic improvement and growth.


• Identifying strategic action plan with areas for continuous improvement.


• Mentoring and supporting a high-performing team, fostering engagement and client excellence and team development.


• Allocating team resources effectively to manage fluctuating workloads and managing multiple ongoing campaigns.


• Working closely with Product, Sales, and Technical teams to fulfil and streamline operations.


• Leading initiatives to enhance processes, ensuring we remain the partner of choice for our clients.


• Championing system and process upgrades to enhance operational efficiency.

What’s the Best Thing About This Role

This role offers the opportunity to shape the strategic vision of the Marketing Services team, implementing continuous improvements and driving performance to new heights.

You’ll play a key role in developing long-term client relationships, influencing multi-campaign strategies, and ensuring that our marketing services products remain at the forefront of the industry.

What’s the Most Challenging Thing About This Role

As we undergo a digital transformation, you’ll be navigating system upgrades and process enhancements to ensure seamless operations.

While this presents an initial slight challenge, it’s also an exciting opportunity to drive innovation and efficiency within the team.

What We’re Looking For

To be successful in this role, you must have have/be:

• Experience in managing and developing teams, fostering high engagement and performance.


• A track record of ensuring client satisfaction and driving retention and renewals.


• Strong understanding of revenue growth strategies, budgeting, and performance management.


• Experience in resource planning, workload management, and process optimisation.


• Ability to navigate complex challenges and implement effective solutions.


• The skill set to be able to influence internal and external stakeholders.


• Strategic and commercial acumen, including financial and performance reporting.


• Meticulous organisational skills.


• A natural curiosity and a passion for investigating new ways of doing things are essential, as is the ability to quickly learn and adapt to new systems.

To be successful in this role, it would be great if you have:

• Familiarity with marketing products or experience working in a related sector.


• Experience in using Salesforce for reporting and campaign management (training provided).

We know it’s not a skill, but the successful candidate must have permission to work in the role’s location by the start of their employment.

About Us

Mercia, part of Wilmington plc, provides expert-led, professional training solutions across multiple industries. We are committed to integrity, inclusivity, and professional development, helping individuals and businesses achieve their highest potential. Wilmington plc is a global organisation driven by shared values and a culture of support and respect.

Find What You’re Looking For

We are ambitious and inclusive, filled with integrity and curiosity. We are Wilmington plc. Are you Join us to achieve more in your career, with mutual respect, support, and fair rewards.

Click on “APPLY” today!