Position: Operational Performance LeadLocation: London - Multiple SitesJob Type: 40 hours per week, Permanent Salary: Up to £55,000 per annum, dependent on experience
Are you a commercially astute and people-focused leader ready to make a difference in a meaningful sector? We’re looking for a proactive Operational Performance Lead to manage and grow operations across our London Crematoriums — ensuring exceptional service for families, strong team performance, and sustainable business results.
As a pivotal leader and essential support to our crematoriums, you will help oversee all facets of site operations — from driving projects and fostering business development to engaging with the community — all while upholding the highest standards of care, dignity, and professionalism throughout.
Why This Role Matters
At CMG, we believe that every farewell should be delivered with compassion, respect, and the highest standard of care. As an Operational Performance Lead, you’ll ensure these values are honoured every day — by working closely with teams across crematoria services, you’ll help implement innovative solutions, strengthen community engagement, and contribute to long-term commercial success.
The Role
As an Operational Performance Lead, you’ll support on leading the day-to-day running of crematoria services, ensuring smooth delivery, strong financial performance, and exceptional client care. You’ll drive service quality, support team development, engage with the local community, and contribute to business growth through marketing, innovation, and project work.
Key Responsibilities:
Ensure smooth, high-standard delivery across crematoria.
Implement strategies to boost income through services, products, and digital solutions.
Optimise operations for profitability and identify new commercial opportunities.
Execute marketing campaigns to enhance brand visibility and community engagement.
Build strong local relationships through outreach, events, and partnerships with the local communities.
Ensure compliance and uphold consistent standards across all operations.
Inspire and supporting teams to achieve high performance and engagement.
Lead or contribute to innovation and improvement projects across Crematoriums.
Uphold high standards of Health and Safety, environmental compliance, and site presentation.
Ensure compliance with FCA standards for all pre-need funeral and memorial plans.
About You
We’re looking for someone who:
Has a strong background in team and operational management
Has a good understanding of digital marketing (social media, time management tools).
Leads with empathy, integrity, and professionalism
Understands the importance of delivering service excellence in emotionally sensitive settings
Has strong commercial awareness and confidence in managing budgets and KPIs
Is a confident communicator, both with staff and members of the public
Is comfortable using systems and tools for scheduling, reporting, and compliance
Can work autonomously and make sound decisions under pressure
Desirable experience:
Experience managing crematorium, cemetery, or other service-based facilities
Strong understanding of environmental and legal regulations in the cremation sector
Knowledge of memorialisation products and crematoria-based customer services
What We Offer
A meaningful leadership role with real community impact
Full training and support from regional and central teams
25 days annual leave + bank holidays
Company pension, life assurance, and employee assistance programme
BUPA private healthcare (Self)
Annual company bonus
What are the next steps?
If this sounds like the right role for you and you’re ready to bring care and professionalism to an essential service, simply click the ‘apply’ button. A member of our Talent Acquisition Team will be in touch to guide you through the next steps.
About Us
This role is part of the Crematoria and Memorials Group (GMG) — one of the key pillars of Dignity’s end-of-life care network — operating 45 crematoria and cemeteries across the UK. Our mission is to provide peaceful, respectful, and beautifully maintained spaces where families can say goodbye, reflect, and remember.
As part of the wider Dignity Group, we work closely with Dignity Funerals and Farewill, one of the UK’s leading providers of online wills and probate services. Together, we’re creating a modern, compassionate, and fully integrated approach to end-of-life care — offering families continuity, clarity, and care from planning through to remembrance and beyond.
FCA Statement
Please note that this role is subject to meeting regulatory requirements. As an FCA-regulated organisation, we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect both the company and our clients. If you are considered for a role, you will be providing your permission for us to conduct the relevant checks and assessments that will be carried out during the recruitment and onboarding process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR).
Equality, Diversity and Inclusion StatementOur Vision is to connect with our clients, colleagues, company and communities based on our principles whilst celebrating our differences.We aim to empower leaders and colleagues to seek out and understand new voices and perspectives; to be vocal about inequity and exclusion, and to take decisive, informed and bold action to promote inclusion and belonging.
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
