Full-Time
Client Services Director
WSH International Investments
Contract catering and brand portfolio management
No salary listed
London, UK
In Person
 Customer Experience & Support (2) |
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- Proven senior leadership experience within hospitality, facilities management, workplace experience, outsourcing, or a client services environment.
- Strong experience managing multiple client contracts and operational teams.
- Commercially astute with experience managing budgets, key performance indicators, and financial performance.
- Exceptional stakeholder management and relationship-building skills.
- A track record of developing high-performing teams and future leaders.
- Strong strategic planning, problem-solving, and decision-making abilities.
- Passion for service excellence and continuous improvement.
- Experience of working in high-end customer service environments, particularly Front of House.
- Lead, coach, and develop Operations Managers and senior operational teams.
- Create a high-performance culture focused on accountability, collaboration, and continuous improvement.
- Support succession planning and talent development across the business.
- Recognise and reward outstanding performance while encouraging innovation and fresh thinking.
- Foster a culture that challenges the status quo and raises standards across all areas of service delivery.
- Build and maintain strong relationships with key client stakeholders.
- Ensure contractual commitments and service level agreements are consistently achieved.
- Support operational teams in delivering exceptional client experiences and resolving service challenges.
- Conduct formal business reviews and provide strategic guidance to client teams.
- Monitor service performance and identify opportunities to enhance the client experience.
- Identify emerging opportunities and market trends that can add value to clients.
- Support business development activities including sales presentations, tenders, site visits, and contract mobilisations.
- Contribute to client retention strategies and portfolio growth.
- Share innovative service solutions and best practice across the wider business.
- Represent Portico as a professional ambassador internally and externally.
- Support budget planning, forecasting, and financial performance reviews.
- Drive profitability through effective operational and commercial management.
- Monitor key performance indicators and implement action plans to improve performance.
- Ensure financial controls and company procedures are consistently followed across all contracts.
- Build commercial awareness throughout operational teams and encourage ownership of performance outcomes.
- Ensure compliance with company policies, procedures, and statutory requirements.
- Support teams in delivering services aligned with agreed service level agreements and client expectations.
- Monitor operational performance and implement improvements where required.
- Work collaboratively with support functions to deliver consistent, high-quality outcomes for clients.
WSH is a British holding company that owns a portfolio of brands in the food services and hospitality sector, with contract catering as its main business for clients like businesses and schools. It operates brands such as BaxterStorey, Benugo, and Searcys, delivering tailored meals and service and focusing on fresh, seasonal, locally sourced ingredients while managing costs. Unlike single-brand caterers, WSH uses a portfolio approach with brand specialization across corporate dining, restaurants, and cafes to gain scale in procurement and operations. Its goal is to provide dependable, high-quality food and service to a broad client base, while growing its brand portfolio and improving efficiency for clients and stakeholders.
Company Size
N/A
Company Stage
N/A
Total Funding
N/A
Headquarters
Reading, United Kingdom
Founded
2011
Simplify's Take
What believers are saying
- Benugo reported £145.7 million turnover for 2025, its highest ever in July 2026.
- BaxterStorey launched Chef Battle 2026, showcasing retention and culinary talent development.
- Chris Mitchell became BaxterStorey COO in June 2026, supporting execution during expansion.
What critics are saying
- Drax workers struck over pay in 2024, exposing recurring labor conflict risk.
- The Caterer named BaxterStorey for historical wage-payment errors, damaging compliance credibility.
- High dependence on large client contracts creates existential concentration risk if British Airways or Drax exits.
What makes WSH International Investments unique
- BaxterStorey, Benugo, and Searcys span corporate, travel, and premium heritage venues.
- British Airways extended BaxterStorey through 2035, signaling long-term client trust and operational depth.
- WSH scales through acquisitions, including bm family in November 2025 and Searcys integration.
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Benefits
Flexible Work Hours
Company News
As part of their ESG commitments, WSH launched a 'Supplier Code of Conduct' in which 11 targets were set in a bid to continually raise the bar on sourcing standards and transparency across the foodservice supply chain.
Westbury Street Holdings launched Mosaic, a subscription-based contract catering model, as part of a move to offer clients flexible solutions in a post-Covid workplace.