Clare Phillips

Background

About Clare Phillips

Commercial and operational leader with extensive experience across account management, programme delivery, and strategic change within SaaS and data-driven environments. As Head of Client Operations, I lead both the Account Management and Client Technical Delivery functions, with a core remit to improve visibility, establish robust operational processes, and ensure every client engagement delivers measurable return on investment, balancing client success with business growth. A significant part of my role involves programme governance and change management, aligning internal teams to deliver value efficiently while building confidence and capability across the organisation. I am passionate about creating structure in evolving environments and enabling cross-functional teams to thrive through periods of change. Previously, I held the role of Country Manager (UK), responsible for strategic account oversight and programme delivery—ensuring successful execution of complex client projects and driving ROI across the portfolio. This experience informs my approach, combining commercial acumen with operational discipline. Key Achievements:* Operational Transformation: Implemented scalable, end-to-end client operations frameworks to improve accountability, delivery quality, & client outcomes.* Change Leadership: Led cultural and procedural change across client functions, embedding structure, clarity, & shared goals within growing teams.* Value-Centric Delivery: Introduced robust programme management practices focused on tracking ROI and aligning delivery to client success metrics.* Strategic Renewals: Achieved a 7.5% increase in recurring revenue through strategic re-engagement and repositioning of complex contracts.* Cross-Functional Leadership: Built & developed high-performing teams across commercial & technical delivery disciplines. Core Competencies:* Client operations & programme management * Change management & internal engagement * Strategic account development * Operational process design & optimisation * Cross-functional team leadership * Commercial planning & stakeholder alignment Technical Experience:* SaaS workflow & integration platforms * B2B / B2C ecosystems * P2P, 3PL, & product lifecycle management * Rebate & inventory management systems * Client delivery governance & reporting I am a commercially grounded and empathetic leader who thrives in complex environments. I’m energised by solving operational challenges, leading change, and building the systems and teams needed to scale delivery without compromising quality or client value.