Director – Global Customer Service

About the role

The Director of Global Customer Service will lead a worldwide team to transform customer support into a proactive, data‑driven growth engine. This senior leader will shape strategy, integrate AI and automation, and embed a premium, "WOW" experience across all touchpoints.

Key responsibilities

• Define and execute a vision that positions customer service as a strategic driver of Customer Lifetime Value and brand loyalty.
• Design and implement a globally consistent, omnichannel premium service model, blending human support with AI‑driven automation.
• Build a data‑driven culture using advanced analytics and 360° performance metrics.
• Develop a robust operating model that balances internal and BPO delivery, ensuring quality and financial efficiency.
• Lead, coach, and inspire a high‑performing global team while fostering psychological safety.
• Partner with Commercial, Marketing, and Technology leaders to embed the customer voice in all decisions.

Required profile

• Extensive experience leading global customer service or experience functions for a premium consumer brand.
• Proven track record turning a support function into a strategic growth engine.
• Strong background in omnichannel operations and modern CRM platforms.
• Hands‑on experience with AI, chatbots, voice automation, and enterprise‑grade automation.
• Data‑driven decision‑making mindset with expertise in analytics and CLV measurement.
• Experience managing strategic BPO partnerships.

Required skills

• AI and automation technologies
• CRM and support platforms
• Data analytics and performance measurement