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Head of Operations Centre of Excellence MarComs

Date: 19-Nov-2022

Location: London, GB, W1U 8AN

Company: Knight Frank

Reference No 26853 
Job Title Head of Operations Centre of Excellence MarComs 
Type Permanent 
Salary Range Competitive
Division Business Services 
Sub Division Business Services 
Department Marketing Operations (10001034) 
Location 55 Baker Street 


In the past 125 years since our foundation, Knight Frank has grown to be the world’s leading independent property consultancy. A great opportunity to join us here at Knight Frank has become available, and we are currently seeking to recruit Head of Operations Centre of Excellence to join our Marcoms team.


This role will create an Operations Centre of Excellence, and as the Head of Operations you will lead the planning and delivery of all operations and large-scale change for Marcoms, in line with business strategic objectives.


In this role, you will be responsible for:

  • Delivery of the Marcoms Strategy, in line with the Group strategy and Business Services strategy plan
  • Effective strategic planning for all Operations activity for Marcoms – in collaboration with the BPs for Residential, Commercial, Corporate and Global Service lines
  • Effective delivery and management of operations to the agreed quality and KPIs, including templated activity
  • Effective channel planning and delivery for BP teams
  • Commercial and delivery management of third-party partners to their contractual commitments
  • Measurement and reporting of Operational KPIs, in partnership with the Marcoms Leadership team
  • Leadership of the Operations team to ensure talent attraction and retention, delivering high performance and engagement in line with brand values
  • Delivery of key strategic or large-scale Marcoms projects
  • Identification and coordination of continuous improvement to improve and refine the operation model
  • Budget management for the Marcoms department


The idea candidate will have experience of:

  • Working at ‘Head of’ or equivalent level in leading an operations Centre of Excellence – including strategic planning and delivery
  • Establishing and managing multiple third-party partner relationships to shared commercial goals
  • Operational management to multiple internal stakeholders / business areas
  • Delivering or overseeing large scale change
  • Creating a continuous improvement mindset
  • Managing senior stakeholders
  • Managing large teams through reporting layers – inspiring high performance and engagement
  • Setting, managing and reporting Operational KPIs


To be successful in this role, you will demonstrate the capability to:

  • Communicate effectively – both written and oral
  • Manage a range of delivery channels – including digital
  • Manage demand and create doable resource plans and workflow
  • Create top-down, innovative and market-leading operational thinking
  • Work well both within a matrix organization and independently
  • Prioritise and organise in order to manage across multiple projects and demands
  • Support, advise, collaborate and delegate
  • Influence and negotiate
  • Dynamically make decisions and solve problems





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