Director of Global Customer Service

About the role

The Director of Global Customer Service will lead the worldwide customer service organization, transforming it into a proactive, data‑driven growth engine that delivers a premium "WOW" experience at every touchpoint.

Key responsibilities

• Define and execute a bold 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 experience.
• Integrate AI‑driven ecosystems and enterprise‑grade automation to accelerate operational velocity and consumer engagement.
• Build a data‑driven culture using a 360‑degree performance view that combines operational KPIs with strategic metrics such as CLV.
• Architect a robust operating model that balances internal and BPO delivery, capability distribution, and service levels.
• Coach, mentor and inspire a high‑performing global team, fostering psychological safety and excellence.
• Partner with Commercial, Marketing and Technology leaders to embed the customer’s voice in all business decisions.

Required profile

• Seasoned leader with extensive experience shaping and leading global customer service or experience functions for a retail or premium consumer brand.
• Visionary strategist with a proven track record of turning customer service from a cost centre into a strategic growth engine.
• Strong ability to inspire teams, forge BPO partnerships and drive cross‑functional collaboration.

Required skills