Save Job Back to Search Job Description Summary Similar JobsLead a global customer operations transformation at unprecedented scaleDrive enterprise-wide transformation across a complex global businessAbout Our ClientThis opportunity is with a global consumer organisation known for its focus on delivering customer-centric solutions and operational excellence. The company operates on a global scale, offering a challenging and rewarding environment for its employeesJob DescriptionLead the transformation of a complex omnichannel customer ecosystem, redefining how AI, automation and next-generation contact centre capabilities can deliver seamless multilingual customer engagement, optimise commercial performance and elevate the end-to-end customer experience at scale.Our client is undertaking a significant transformation of its customer engagement, service and inside sales operations across global markets. This executive leadership role will be responsible for shaping the future customer operating model across the entire customer lifecycle, spanning digital channels, contact centres, self-service and sales.The successful candidate will determine the optimal strategy for delivering customer operations at scale, evaluating buy, build and partner models across people, processes, technology and outsourcing. They will drive the standardisation of global processes, accelerate self-service adoption, leverage AI and automation to unlock new service capabilities and create a scalable, multilingual operating model that improves customer outcomes whilst delivering meaningful operational and commercial value.Key PrioritiesDefine and deliver the future vision for omnichannel customer engagement, service and inside sales.Reimagine the end-to-end customer journey across web, app, self-service, contact centre and advisor-led channels.Determine the optimal operating model and sourcing strategy through a combination of build, buy and strategic partner decisions.Drive global process standardisation whilst balancing local market, regulatory and customer requirements.Leverage AI, automation and next-generation customer technologies to redefine service delivery and operational performance.Create scalable multilingual service capabilities that reduce complexity and improve customer experience.Optimise self-service, digital engagement and channel effectiveness across the customer lifecycle.Lead complex outsourcing, shared services and vendor transformation initiatives.Deliver measurable improvements in customer satisfaction, conversion, productivity, cost-to-serve and operational scalability.Influence executive stakeholders and lead transformational change across diverse international markets.The Successful ApplicantYou are an accomplished transformation leader with a track record of redefining customer operations within large, complex global organisations. You have successfully led large-scale transformation programmes spanning multiple countries, languages, cultures and regulatory environments, delivering operating model change, outsourcing strategies, AI-enabled service delivery and organisational transformation at international scale.Your experience will have been gained within high-volume, customer-centric environments such as ecommerce, marketplaces, telecommunications, travel, financial services or technology. You bring deep expertise across omnichannel customer engagement and a proven track record of leading complex global customer operations, including contact centres, self-service, inside sales and outsourced delivery models across diverse international markets.You combine strategic vision with strong execution capability and understand how AI, automation and next-generation customer technologies can transform customer journeys across digital, self-service, contact centre and sales channels. You have the credibility to influence at executive level whilst remaining pragmatic, hands-on and focused on delivery.Above all, you are a humble and authentic leader who builds trust, creates alignment across diverse stakeholder groups and brings people with you through change. You recognise customer operations as a strategic driver of customer loyalty, growth and enterprise value, and are motivated by the opportunity to redefine what is possible at global scale.You Will BringProven experience leading large-scale international customer operations transformation across multiple countries, markets and customer populations.Experience operating within complex global organisations where balancing standardisation, scalability and local market requirements is critical.A strong track record of operating model redesign, shared services, outsourcing and BPO transformation at scale.Expertise across omnichannel customer engagement, customer service, contact centre, self-service and inside sales environments.Experience gained within ecommerce, marketplaces, telecommunications, travel, financial services, technology or similarly complex customer-centric businesses.Experience leveraging AI, automation and technology to improve customer, operational and commercial outcomes.The ability to standardise global processes whilst balancing local market, cultural and regulatory requirements.Executive presence, commercial acumen and the ability to influence senior stakeholders across complex international organisations.What's on OfferCompetitive remuneration and relocation expenses.Please note this role will be based from Sweden.ContactMark Lawson-JonesQuote job refJN-072026-7061081Job summaryFunctionOperational & General ManagementSubsectorOperational & General Management SubsectorIndustryConsumer & RetailLocationSwedenContract typePermanentConsultant nameMark Lawson-JonesJob referenceJN-072026-7061081
