Senior Director, Customer Excellence Group, Scale Leader EMEA

Key Responsibilities

Operational Leadership

• Lead and develop a team of managers who oversee Guided CSMs and Success Guides within the geo.
• Deliver shared services to Major Area leaders ensuring adherence to quality standards and SLAs
• Ensure consistent execution of the Guided Impact Delivery Model across all Geo delivery teams, aligned to customer segmentation and package entitlements.
• Ensure consistent execution of non-paid Guide offerings across all teams
• Focus and drive to critical business KPIs for all teams and for the Geo, including GRR, Undeployed backlog and NPS
• Provide transparent and timely performance reporting to both Major Area and Geo leadership.
• Drive performance and career management, resource planning, and operational governance through manager accountability.
• Collaborate with Geo Leads and cross-functional partners to ensure joined-up customer experiences.
• Member of the Geo leadership team; drives Geo Success strategy, fosters cross-Geo partnerships, and promotes best practices and consistency.
• Work in close partnership with the Renewals team to ensure customer success activities are aligned with renewal cycles, proactively addressing risks and opportunities to maximise retention and growth.
• Collaborate with the Customer Health Assurance organisation to monitor, report, and improve customer health metrics, ensuring interventions are timely and effective.
• Share insights and feedback from scaled delivery teams to inform renewal strategies and health assurance programmes, driving continuous improvement across the customer lifecycle.

Transformation & Organizational Evolution

• Activate and embed geo-specific role mandates and org design principles for CSM and CSG teams.
• Identify opportunities to automate and develop role activities across the teams
• Lead the transition from legacy structures to integrated, customer-centric teams, ensuring alignment with global CEG transformation goals.
• Partner with the Transformation Office and Strategy Core to drive enablement, communications, and adoption of new ways of working.
• Support managers in leading change conversations with empathy, clarity and coaching.
• Champion the use and innovation of tiered offerings and digital experiences to enhance customer satisfaction and internal efficiency, leveraging technology and data to deliver differentiated value to customers at scale.

Strategic Influence

• Represent the geo in global forums to influence strategy, share insights, and advocate for regional needs.
• Align regional delivery strategy with platform capabilities and customer transformation goals.

Qualification & Requirements

• 15+ years of proven experience leading managers in scaled customer success or service delivery functions.
• Deep understanding of customer segmentation, success metrics (GRR, NPS, NNACV), and operational governance.
• Strong change leadership and transformation experience, ideally within a matrixed organisation.
• Ability to navigate complex stakeholder landscapes and influence at executive levels.

Benefits

No information available.