Business Unit Leader - BPO

We are looking for an entrepreneurial and impact-focused professional to lead the Head of CX overall. This person will drive excellence in delivery, innovation, and optimisation, also lead client acquisition, strengthen existing partnerships, secure new logos, and expand revenue opportunities

This role involves close collaboration with the Chief Revenue Officer (CRO) to unlock new business avenues. The incumbent will primarily focus on markets across the US, Europe, the Middle East, APAC, and India for growth, reporting directly to the CEO.
P&L Management:
- Own the P&L for the CX function, driving revenue growth, cost optimisation, and profitability.

- Identify and capitalise on opportunities to upsell and cross-sell solutions, contributing to overall business growth.
- Monitor and manage budgets, ensuring efficient allocation of resources to achieve business goals.
- Drive Customer Lifetime Value (CLTV) initiatives to maximise long-term profitability.
Operational Optimisation:
- Implement scalable processes & systems to enhance operational efficiency & customer satisfaction.
- Leverage AI and data analytics to identify trends, predict needs, and proactively address potential issues.
- Continuously evaluate and improve customer touchpoints, ensuring seamless and consistent experiences across all channels.
- Implement automation tools (e.g., chatbots, AI-driven support systems) to streamline operations and improve response times.
Handling Large Distributed Operations:
- Oversee large, distributed customer experience operations, ensuring consistency and quality across all regions.
- Collaborate with cross-functional teams, including Product, Sales, and Technology, to align customer experience goals with business objectives.
- Manage vendor relationships and third-party partnerships to enhance service delivery and operational efficiency.
- Ensure compliance with global data privacy regulations (e.g., GDPR, CCPA) in all customer interactions.