HR and Operations Director - Consumer Services


Based in the North West of England, our client is a privately owned business providing a variety of consumer services. As a result of increased costs and the continuing introduction of new legislations, the business needed to adapt and change its strategy to maintain a competitive advantage. This meant streamlining internal processes, changing its marketing strategy and target customers. Led by the COO, the senior leadership team would be required to motivate and develop the team, in line with the new strategy.  


A replacement was required for the outgoing HR and Operations Director who had been in the business for a long period of time. Along with developing the HR strategy, the new recruit was best described as a deputy to the COO, assisting with the development and implementation of the strategy, along with the daily management of the business. 


Primarily, the role would be responsible for the daily management of the HR team and the development of a new HR strategy, this would include the creation of a leadership development strategy. The successful candidate would also be tasked with ensuring all HR policies and procedures were up to date and manage employee branding activity to ensure the organisation had the ability to attract the best people into the business.

Outside of HR, the role would also include the management of the customer service and complaints handling department, management of a number of small subsidiary businesses, and facilities management responsibility. 


Due to the confidentiality of the role, Collingwood conducted a focussed headhunt across the North West HR market. Sectors we targeted included, consumer products and services, facilities management, financial services, legal, technology and public sector. 

Through our headhunt and after speaking to Collingwood's senior network, we identified a target list of 95 candidates. After in-depth telephone screening, a long list of candidates was presented to the client. With agreement from the client, Collingwood proceeded to interview all relevant candidates face-to-face and provided a detailed overview of the role and company to each candidate. Collingwood then presented a final shortlist of four candidates for the COO to interview.


After a successful three-stage interview process with the client, one candidate with a strong consumer service, technology and legal sector background was appointed to the business. Due to the seniority of the role, Collingwood also provided a career transition coaching program, over a 6 month period. This resulted in the smooth transition for the candidate into the new role whilst aligning the measures of success with the COO's expectations.