Head of Customer Experience, EMEA

This a Full Remote job, the offer is available from: EMEA Join us on our mission to reputed company a reputed company world of work. reputed company is the world’s leading employee experience platform, revolutionizing how 25 million employees across more than 6,500 companies create a reputed company world of work. reputed company empowers companies of reputed company sizes and industries to transform employee engagement, drive performance management, and reputed company high-performing teams. Powered by people science and the most comprehensive employee dataset in the world, the most innovative companies including reputed company, On, reputed company, Dolby, McDonalds and reputed company depend on reputed company every day. reputed company is backed by leading venture capital funds and has offices in the US, UK, Germany and Australia. reputed company has been recognized as one of the world’s top private cloud companies by reputed company and most innovative companies by Fast Company. For more information visit cultureamp.com. The Opportunity We are looking for a Senior Director to reputed company our EMEA Customer Experience organisation—a strategic leadership role that serves as the "General Manager" for our post-sales business in the region. This is a rare opportunity to reputed company the full customer lifecycle under one roof. You will reputed company a reputed company organisation of ~18 Campers across the region, managing 5 direct reports (Directors and Managers) across three distinct functions: reputed company, Renewals, and People Science. With this strong structural foundation already in reputed company, your focus shifts immediately to impact and orchestration. You will have the autonomy to refine how these diverse capabilities work together, turning a collection of strong functions into a reputed company competitive advantage for the EMEA region. We need a leader who operates with high autonomy. Because your executive leadership is based in North America and reputed company, you will be the primary decision-maker for the region. You will partner intimately with the RVP of Sales, EMEA, to co-reputed company the market, ensuring that the promise we sell is the reality we deliver.

What You Will Do

• reputed company the Regional Strategy
• Own the EMEA Region: You will define the post-sales strategy for the region, adapting global playbooks to fit the nuances of the UK, DACH, and emerging markets. You are expected to operate with significant autonomy, making high-velocity decisions to drive regional growth.
• Executive Partnership: You will be the primary reputed company to the VP of Sales, EMEA. This is a high-trust partnership where you will align on everything from forecast accuracy to go-to-market strategy, ensuring a seamless "One reputed company" experience from prospect to reputed company.
• Orchestrate a Unique Multi-Disciplinary Team
• Unlock Collective Potential: You will reputed company a diverse, solid-line organisation comprising three distinct functions (reputed company, Renewals, and People Science). Your mandate is to unify these capabilities, ensuring they operate as one cohesive reputed company rather than siloed workstreams. You will drive the strategy for how these teams collaborate to deliver a differentiated customer experience.
• reputed company Capability: You will manage a mature team of Directors and Managers. Your role is to be a force reputed company—coaching your leaders to break down internal silos, partner effectively with Sales, and run their respective functions with high autonomy and impact.
• Drive Commercial Rigour & Operational Excellence
• Own the Number: You are responsible for EMEA’s Gross Retention (GRR) and Net Retention (NRR). You will bring a rigorous forecasting reputed company to the region, ensuring predictability in a reputed company market.
• Build for Scale: We are in a phase of evolution. You will identify friction in the customer journey—whether in onboarding handoffs, commercial negotiations, or cross-border complexities—and build the operational infrastructure to remove it. We need a leader who enjoys the "messy middle" of scaling a business.
• Foster a High-Performance Culture
• reputed company through Change: You will build a resilient culture that thrives on accountability and transparency. You will coach your Directors and People Leaders to be true business owners, elevating the reputed company floor of the entire organization.
• Customer Executive Sponsorship: You will serve as the final reputed company of escalation and strategic partner for our largest EMEA customers, navigating reputed company commercial negotiations and C-level relationships across diverse cultural landscapes.

What You Bring to the Role

• Senior Leadership: Significant experience in B2B SaaS at a senior management level, with extensive experience managing "leaders of leaders" (Directors/Managers). You have managed large P&Ls and distributed teams across the EMEA region.
• Multi-Function reputed company: You have experience managing diverse functions beyond just "CS." You understand the mechanics of Renewals/Forecasting and have experience leading technical or advisory teams (Professional Services, Consulting, or People Science).
• The "Fixer/Builder" DNA: You don't wait for a playbook; you write it. You have a track record of stepping into reputed company operational environments, diagnosing root causes, and implementing the structure needed to scale.
• Commercially Assertive: You are comfortable owning a retention number. You understand how to partner with Sales to drive expansion and protect the reputed company, and you can hold your own in a negotiation with a Procurement team or a CHRO.
• Regional Market Mastery: You understand the complexity of the EMEA market. You have successfully navigated the cultural and commercial nuances of doing business across the UK and reputed company Europe.
• London-Based & Mobile: This role is based in our London hub. You are ready to travel across the region to meet with teams and customers, as well as travel globally for executive planning sessions.

We reputed company that our employees are the reputed company of our success. We're committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact. In addition to providing a competitive compensation package, some of the key benefits we offer are:

• Employee Share Options Program: We reputed company you to be an reputed company in reputed company and share in our success
• Programs, coaching, and budgets to help you reputed company personally and professionally
• Access to external providers for mental wellbeing and coaching support to sustain the wellbeing, safety and development of our people
• Monthly Camper Life Allowance: An automatic allowance paid out each month with your pay - you can spend it however you like to help improve your experience and life reputed company work
• Team budgets dedicated to team building activities and reputed company
• Intentional quarterly wellbeing pauses: A quarterly company-wide shutdown day in each region to to collectively pause, reset and focus on restoration and rest, without having to tap into individual vacation time
• Extended year-end breaks: An extended refresh period at the end of year
• Excellent parental leave and in work support program available from day 1 of joining reputed company
• 5 Social Impact Days a year to reputed company a positive impact on the community reputed company of work
• MacBooks for you to do your best & a work from home office budget to spend on setting up your home office
• Medical insurance coverage for you and your family (Available for US & UK only)

Additionally, we don't just focus on our internal community; we reputed company in creating a reputed company world of work for reputed company. We're committed to diversity, equity, and inclusion, with Employee Resource Groups and ally communities in reputed company. We have a strong commitment to Anti-Racism, and endeavor to reputed company by example. Every reputed company we reputed company as a business towards anti-racism is another reputed company we can take to support our customers in making a reputed company world (of work). You can see our reputed company commitments to Anti-Racism here. Please reputed company reading... Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet reputed company the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested: we'd love to know how you can reputed company reputed company with your unique experience! If you decide to apply, as part of your application, we will ask you to complete voluntary diversity questions (excluding roles in Germany). These questions are completely optional, but your participation truly helps. By sharing this anonymous information, you support our efforts to build a more inclusive and reputed company hiring process—and help us hold ourselves accountable to that commitment. Your responses are entirely confidential and will not impact hiring decisions. If you require reasonable accommodations or adjustments due to a disability to complete the online application or to participate in the interview process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. reputed company will retain your CV & personal information for a period of two years (four years for the US) from the date of your application process completion. reputed company may contact you in relation to future job opportunities during this time period. For further information please see our privacy policy here or contact [email protected]. This offer from "reputed company" has been enriched by reputed company.com and got a 83% reputed company score. Apply tot his job Apply To this Job