Head of Performance & Operations

About the role

Growth works best when the numbers, the people and the plan are moving in the same direction.

We're looking for a commercially minded, highly analytical leader to join our SME & Practice Leadership Team as Head of Performance & Operations.

You'll help turn business priorities into clear action. You'll bring together growth, retention, strategy and operations, using data to spot opportunities, improve how we work and keep important initiatives moving. You'll also identify where automation, AI and smarter ways of working can streamline processes, improve decision-making and productivity, and give teams more time to focus on higher-value work and customer outcomes.

You'll work closely with senior leaders across Customer, Finance, Product and Data to build the operating rhythm that keeps teams aligned, accountable and focused on sustainable growth.

What you'll do

• Set and deliver growth strategies that support customer acquisition, expansion and subscription growth across the SME & Practice business
• Turn performance data into clear, useful insights across growth, retention, revenue and customer outcomes
• Own retention performance, including churn, customer health, product adoption and expansion opportunities
• Establish the rhythm for performance reviews, forecasting, planning and commercial decision-making
• Lead strategic initiatives and business change from idea through to delivery and measurable value
• Work with senior leaders to spot opportunities, clear roadblocks and help the business move faster
• Lead and grow a high-performing Performance & Operations team, building a culture that is curious, commercially focused and accountable

What we'd love to see from you

• Senior Leadership experience in Commercial Operations, Revenue Operations, Strategy & Operations, Business Operations or a similar role
• Experience in SaaS, technology, subscription or another data-rich commercial environment
• Strong commercial judgement, with the ability to balance growth, customer outcomes and operational efficiency
• A track record of using data and performance insights to shape decisions and deliver measurable results
• Experience leading complex cross-functional initiatives, business change or operational improvement projects
• The confidence to build strong relationships, influence senior leaders and challenge thinking when it matters
• A people-first leadership style, with experience building engaged, high-performing teams and creating clear accountability