• Develop and execute assortment expansion strategies to drive revenue growth for Rithum and its clients • Act as a trusted advisor to clients, owning engagement objectives and delivering measurable outcomes • Analyze performance, trends, and category opportunities to inform assortment recommendations • Translate data into clear, actionable plans that optimize assortment and support client demand • Partner with Sales, Client Partnerships, and Marketing on merchandising strategies and client presentations • Build and scale a network of brands and suppliers across EMEA to support retailer demand and growth targets • Identify and onboard new partners through outbound outreach, retailer demand signals, campaigns, and partner ecosystems • Use data and AI-enabled tools to prioritize outreach and target high-potential partners • Develop and manage outreach cadences to generate a consistent pipeline of new network participants • Establish and optimize scalable processes for partner qualification, onboarding, and activation • Partner cross-functionally to align on target accounts, campaigns, and growth priorities • Build and manage relationships with integrators and external partners to expand network reach • Track progress against network growth goals, including onboarding, activation, and GMV contribution • Leverage analytics and AI-enabled tools to accelerate insights, identify patterns, and improve decision-making • Utilize internal and external data sources to generate insights that inform both assortment and network strategies • Partner with Product and Business Intelligence teams as an SME to inform analytics and AI-driven tool development • Identify opportunities to automate workflows and scale impact through AI and repeatable processes • Collaborate across teams to share insights, improve processes, and drive consistent execution

Role Description We are looking for an experienced and impact‑driven Operational Service Excellence Manager to lead and shape our Operational Excellence agenda across Europe and the UK. This is a senior regional role with a strong strategic dimension, responsible for defining standards, driving transformation, and ensuring sustainable performance improvements across end‑to‑end service and operational processes. The role acts as a key enabler of scalability, margin improvement, and customer experience while supporting country teams within a clear governance framework. Key Responsibilities - Operational Excellence Strategy & Transformation - Define and drive the Operational Excellence strategy and multi‑year transformation roadmap for Europe & UK. - Translate business priorities (growth, scalability, margin, customer experience) into structured improvement initiatives. - Balance short‑term operational improvements with long‑term capability and operating model development. - Process Harmonisation & Governance - Establish and maintain regional governance, standards, and methodologies for end‑to‑end processes including: - Order‑to‑Cash - Service‑to‑Invoice - Installations & Project Delivery - Supply Chain & Warehouse Operations - Ensure consistency across countries while allowing controlled local flexibility. - Own and continuously develop the regional Operational Excellence playbook. - Digital Enablement & Data‑Driven Operations - Drive adoption and value creation from Microsoft Dynamics 365 across Europe & UK. - Partner with IT and Business Process Owners to align system enhancements with the OE roadmap. - Define regional performance standards, dashboards, and KPIs to support transparent, fact‑based decision‑making. - Strategic Partner & Ecosystem Performance - Set and govern regional frameworks for strategic partner performance and compliance. - Drive partner scalability, quality, and risk mitigation through structured reviews, audits, and maturity assessments. - Ensure alignment between partner capabilities and medium‑term growth plans. - Leadership & Change Management - Lead and develop Operational Excellence capability across regions through matrix and indirect leadership. - Act as a change leader, ensuring stakeholder engagement, communication, and adoption at all levels. - Foster a collaborative improvement culture across Operations, Sales, Finance, HR, and IT. Qualifications - Senior experience in Operational Excellence, transformation, or operational leadership in a multi‑country environment. - Proven ability to lead complex, cross‑functional change initiatives at scale. - Strong understanding of end‑to‑end service, installation, supply chain, and back‑office processes. - Deep experience with D365‑enabled process transformation and performance analytics. - Ability to influence senior stakeholders and lead through governance rather than formal authority. - Strong analytical mindset with a focus on sustainable value realisation. - Fluent English required; additional European languages are a plus. - Willingness to travel regularly across Europe & the UK. Benefits - Play a key strategic role in shaping how service and operations scale across Europe. - Work in a high‑impact, senior position with close exposure to regional leadership. - Drive real, measurable improvements in performance, efficiency, and customer experience. - Be part of a collaborative, transformation‑oriented culture with strong business visibility.

• Develop and execute the growth strategy for Thailand and Vietnam, covering market expansion, client acquisition, revenue generation, and long-term business development. • Lead, manage, and scale the existing regional team across sales, business development, partnerships, and supporting functions, ensuring the structure is built to achieve 5x growth. • Own core commercial KPIs including accounts opened, deposits, trading volume, revenue, team productivity, and overall regional performance. • Build and strengthen strategic relationships with high-value clients, IBs, affiliates, partners, and other local business channels to accelerate market penetration. • Work closely with marketing, product, and regional leadership teams to localize go-to-market strategies, improve client conversion, and enhance retention across both countries. • Ensure strong execution standards across people leadership, budget control, reporting, compliance awareness, and operational effectiveness in line with business priorities.

• Act as Deputy to the CLM Manager and Administration Manager, supporting operational delivery and people management across a team of c.20 staff • Support coordination of workloads, capacity management, absence cover, and escalation of operational issues • Contribute to team meetings, 1:1s, appraisals, and development discussions, supporting consistent management practice • Assist with the management of escalated queries, complaints, and service issues, ensuring learning and resolution • Support recruitment, induction, onboarding, and retention activity in collaboration with managers and HR • Monitor adherence to service standards, KPIs, productivity, and revenue targets, escalating risks or pressures where appropriate • Act as a role model for HCML values, professional behaviours, and quality standards • Manage a defined fee-earning workload or caseload in line with service needs and business priorities • Deliver work in line with contractual requirements, service standards, and agreed ways of working • Maintain accurate documentation, charging, and invoicing in line with HCML financial and governance processes • Communicate effectively with clients, customers (including insurers and solicitors), and internal stakeholders • Work in line with agreed service standards, KPIs, and timescales • Ensure effective and consistent use of HCML systems including CMS, MS Office, and other relevant platforms • Identify opportunities for continuous improvement to processes, systems, and the customer experience • Escalate risks, service pressures, or quality concerns to the appropriate manager promptly.