Head of Customer Experience & Contact Centre

The Company is seeking a Head of Customer Experience & Contact Centre to define and lead customer engagement strategy across multiple markets. The role owns omnichannel communications, CRM effectiveness, customer journeys, conversion, retention, and contact centre performance. Responsibilities include setting service standards, operating procedures, quality assurance frameworks, workforce plans, and performance dashboards, while overseeing escalated complaints and customer feedback. The successful candidate will lead contact centre managers and teams, develop their capabilities, and collaborate across business functions to build scalable systems and improve commercial outcomes. Candidates should have 8–10 years of experience in customer experience, contact centre management, customer operations, or CRM leadership, including at least 4–5 years in senior management leading contact centre operations. They should have experience managing large customer-facing teams and overseeing inbound and outbound service, lead management, complaint resolution, and service quality. Strong CRM expertise, omnichannel strategy experience, and knowledge of contact centre KPIs such as SLA, AHT, FCR, CSAT, and quality assurance are required. A bachelor’s degree in a relevant field is preferred; a master’s degree, MBA, or relevant professional certifications are advantageous.