Head of Wholesale Market Services

Overview

Every day, more than 16 million people rely on Thames Water, and we’re transforming how we serve customers now and for generations to come. This is a pivotal moment for us and the wider water industry. We’re building a better, more transparent, more resilient future. To do that, we need exceptional leaders who are passionate about impact, influence and delivering meaningful change.

Head of Wholesale Market Services (WMS), you’ll lead the strategy, performance and evolution of our entire WMS function, ensuring retailers receive an outstanding service, market obligations are met, and our revenue and cash outcomes are delivered accurately, confidently and on time. This is a highly visible, business‑critical leadership role with substantial commercial, regulatory and operational impact.

• Defining and delivering the strategy for forecasting and recovering non‑household wholesale income, protecting and enhancing c.£800m annual revenue.
• Leading the transformation and delivery of BRMEX performance, ensuring sustained improvement aligned to business commitments.
• Driving excellent service for our retail partners through effective service request management, complaint resolution, SLA delivery and continuous improvement.
• Building trusted, influential relationships with retailers, MOSL, trading parties, and market groups, ensuring Thames Water’s voice shapes the future of the market.
• Leading large onshore and offshore operational teams, creating a high‑performance, collaborative, coaching‑focused culture.
• Ensuring compliance with changing market codes and system requirements, acting as a champion for digital, data and process modernisation.
• Driving business readiness for change, embedding improvements that reduce cost, improve service and strengthen operational resilience.

BRMEX: Business customer and retailer measure of experience.
MOSL: Market Operator Services Limited.

Hybrid – CWC Reading-based, minimum 2 days in the office per week

Full‑time

We’re looking for an inspiring, commercially astute, senior leader who brings:

• A strong track record of leading large, complex operational and commercial teams.
• Demonstrable experience of forecasting, revenue/cash performance and influencing senior stakeholders.
• Proven success in shaping and delivering significant organisational or customer‑focused change.
• Strong commercial judgement, with experience of P&L, budgeting or financial accountability.
• Excellent relationship‑building skills, with the ability to influence externally as well as internally.
• A passion for customer outcomes and the drive to improve service, data quality and efficiency.
• Leadership that motivates, empowers and grows high‑performing teams across multiple environments.
• A curious, resilient mindset — someone who embraces challenge, champions continuous improvement and brings people along with them.
• Knowledge of the non‑household water market is an advantage, but not essential.

This is a rare opportunity to make a major impact at scale — influencing how retailers experience Thames Water and shaping the future of the wholesale market.

• Competitive salary from £92,220 to £128,000 per annum, dependent on experience
• Annual Leave 26 days holiday per year, increasing to 30 with the length of service (plus bank holidays)
• Car Allowance
• Annual Bonus
• Generous Pension Scheme through AON
• Private Medical Health Care
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling, to Cycle to Work schemes, shopping vouchers and life assurance.

We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job, and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

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