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

Overview

In this role you own the global Customer Lifecycle for TeamMate, spanning implementation through renewal, to maximise engagement and retention for ~3,000 customers. You lead cross-functional teams across Professional Services, Customer Success, Customer Service, Sales Support and Retention, aligning with Strategy, GTM, and BI initiatives. You drive strategic initiatives, partner management, and process automation, while overseeing a large, distributed organization and external partners. You will shape packaging/pricing and support data-driven decision making across Sales, Marketing and Product.

Responsibilities

• Oversee the full customer lifecycle from implementation to renewal across global teams
• Lead and manage Professional Services, Customer Success, Customer Service, Sales Support and Retention
• Coordinate with Strategy, GTM (business cases, packaging and pricing) and BI to enable cross-functional results
• Directly manage ~90 professionals globally and multiple external partners
• Own Business Intelligence function supporting Sales, Marketing, Product and post-sales
• Oversee renewals processes and collaboration with Finance/Order Management on invoicing
• Identify upsell opportunities for the Sales organization
• Design and execute omnichannel customer support and related partner management
• Establish and maintain customer relationships with strategic and at-risk accounts
• Drive packaging, pricing decisions and ensure ERP/CRM materials are up to date
• Lead market-sizing and business case development for investments and product/hosting options
• Support strategic decision-making including VSP and budget preparation
• Provide governance and alignment across multiple global regions (Americas, EMEA, APAC)
• Mentor and develop a distributed leadership team to deliver performance goals

Key requirements

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

• Collaborative leadership
• Influencing across functions
• Strategic mindset
• ERP and CRM systems management (data consistency in ERP/CRM)
• Business Intelligence and data analysis
• Market sizing and business case development

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