Act as the primary operational gatekeeper to the Managing Director (supported by the MD’s EA)
Resolve operational matters independently, escalating only when necessary
Filter priorities and protect the MD’s focus
Ensure the business operates calmly, predictably, and efficiently
Take authority for day-to-day operational decisions within agreed financial and strategic guardrails
Own end-to-end delivery of all events and programmes
Ensure consistent quality, seamless execution, and exceptional customer experience
Oversee handovers between sales, operations, and post-event follow-up
Act as senior escalation point during delivery
Line-manage: Head of Events & Community, Finance Assistant, Executive Assistant
Ensure teams are well-resourced, focused, and supported
Lead recruitment, onboarding, and performance management
Coordinate operational marketing delivery
Operate within agreed budgets and forecasts
Ensure operational adherence to financial plans
Identify and flag risks or variances early
Maintain oversight via the Directors’ Dashboard
Own and monitor key KPIs
Act as the MD’s execution arm
Translate ideas and briefs into structured, actionable plans
Drive follow-through and ensure cross-functional alignment
Own SOPs, CRM systems, automations, and operational reporting
Continuously improve processes and remove friction
Oversee the AI roadmap
Lead cross-functional initiatives

Proven experience in a senior operations leadership role
Demonstrated ability to lead complex operational environments
Strong commercial and financial awareness
Experience managing budgets and operating within financial guardrails
Confident stakeholder manager, comfortable managing up and down
Proven people management experience, including performance oversight
Strong organisational skills with exceptional execution capability
Calm, decisive, and comfortable taking full ownership
Experience overseeing delivery, events, or programme execution advantageous
Experience implementing or overseeing systems, CRM, automation, or AI adoption beneficial
Excellent communication skills with the ability to translate strategy into action.

Head of Operations – Delivery

Key skills