Head of Customer Experience

Overview

You will lead the international customer experience function to establish best-practice service delivery across multiple locations. You’ll shape group services, oversee inbound/outbound support and technical assistance, and drive ongoing improvement as the business grows its footprint. You’ll partner with cross-functional teams to design scalable service functions for acquired entities and deliver clear performance insights. This role combines strategic leadership with hands-on program delivery to sustain high customer service standards at scale.

Responsibilities

• Control and improve standards across the customer service delivery lifecycle
• Identify and remove inefficiencies to enhance service across locations
• Assist in the design and integration of service functions in newly acquired businesses
• Produce detailed reporting of service performance regularly

Key requirements

• Senior manager of service or customer success
• Experience leading European or international teams of 30+ people
• Experience in a technical or software-based organization
• Background in similar service or subscription-based environments
• Previous titles: Head of Service, Service Manager, Customer Service Director, Head of Customer Success, Customer Success Director or similar

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