Director of Global Customer Service

In short:

As the Director Global Customer Service, you will be the visionary leader at the helm of our global customer service organization. Your mission is to redefine and elevate our customer experience, transforming it from a traditional support function into a proactive, data-driven growth engine that delivers a premium, "WOW" experience at every touchpoint.

You will lead the charge in architecting and executing a world-class service strategy, seamlessly blending human-centric premium service with cutting-edge AI and automation. This role requires an expert leader who can inspire teams, forge strategic partnerships with our BPOs, and collaborate closely with Commercial and Marketing to embed a customer-obsessed culture across the entire organization.

Your Mission:

• Shape the Vision: Define and execute a bold vision for the future of customer service, repositioning it as a strategic driver of Customer Lifetime Value (CLV) and brand loyalty.

• Drive Premium Service Excellence: Lead the design and implementation of a globally consistent, premium, and omnichannel customer service experience. Ensure our service becomes a core brand attribute that is personalized, frictionless, and proactive.

• Pioneer the Frontier of AI & Automation: Strategically integrate sophisticated AI-driven ecosystems and enterprise-grade automation to radically amplify operational velocity and consumer engagement, architecting a unified human-plus-AI service paradigm that delivers premium, high-fidelity customer experiences at global scale.

• Build a Data-Driven Culture: Move beyond traditional metrics and embed a sophisticated, data-driven approach to measure success. Utilize a 360-degree view of performance, combining operational KPIs with strategic metrics like CLV to inform decisions and drive continuous improvement.

• Architect a Robust Operating Model: Design and implement a strategic framework for internal versus BPO delivery. Determine the distribution of capabilities, customer segments, and service levels to achieve a synergistic balance between high-quality standards, operational oversight, and financial efficiency.

• Lead & Develop World-Class Teams: As a leader with expert-level competence, you will coach, mentor, and inspire a high-performing global team. You will cultivate an environment of psychological safety, trust, and excellence where individuals can achieve their full potential.

• Foster Cross-Functional Collaboration: Serve as a key strategic partner to Commercial, Marketing, and Technology leaders, ensuring the customer's voice is at the heart of all business decisions and driving alignment on our premium service objectives.

Your Story:

• You are a seasoned leader who has profound experience in shaping and leading global customer service or customer experience functions for a retail or premium consumer brand known for its world-class service.

• You are a visionary strategist with a proven track record of transforming customer service from a cost center into a strategic growth engine.

• You have deep expertise in designing and scaling omnichannel customer service operations and are fluent in leveraging modern CRM and support platforms.

• You possess a strong footprint in the world of automation and AI, with hands-on experience implementing hybrid service models that merge human support with technologies like chatbots and voice automation to create a seamless customer journey.

• You are a data-driven leader who is passionate about using analytics to uncover insights, measure what matters, and foster a culture of evidence-based decision-making.

• You have extensive experience managing and developing strategic partnerships with BPO providers, successfully elevating them beyond a transactional relationship.

• You are an exceptional communicator and an expert-level leader, capable of inspiring teams, navigating complex change, and influencing stakeholders across all levels of a global organization.

• Fluency in English is required.

Attributes of a successful candidate:

• Building High Performance Teams

• Leading Change

• Setting Direction

• Customer Centricity

Your Team:

You will lead a multi-layered, global organization composed of passionate and dedicated leaders and team members. Together, your team is on a mission to deliver unparalleled service and create memorable experiences for every customer, acting as the central hub for the voice of the customer within the company.