Head of customer engagement | fsi customers

• Own senior-level engagement across a portfolio of strategic enterprise customers
• Build trusted relationships with executive stakeholders, acting as a long-term partner to customer leadership teams
• Lead structured conversations around customer objectives, solution adoption, performance outcomes, and expansion opportunities
• Coordinate cross-functional teams to ensure consistent, high-quality customer experiences across the lifecycle
• Act as a senior escalation point for complex customer matters, driving resolution through collaboration rather than hierarchy
• Provide leadership oversight for high-impact customer initiatives involving multiple internal and external stakeholders
• Establish and continuously improve customer engagement and governance frameworks that support scale and consistency
• Partner with commercial teams on renewals, expansions, and strategic agreements where appropriate
• Represent the organisation in selected customer forums, executive briefings, and industry engagements
• Capture customer insights and translate them into actionable input for product, platform, and go-to-market teams
• Promote a culture of accountability, customer advocacy, and operational excellence across teams

• Bachelor’s degree required
• postgraduate qualification advantageous
• 15+ years of experience in enterprise technology, digital platforms, or scaled software organisations, including leadership roles in customer-facing functions
• Demonstrated ability to engage and influence senior stakeholders across complex organisations
• Experience operating within matrixed, cross-functional environments across multiple geographies
• Strong commercial awareness, with exposure to enterprise agreements, renewals, and long-term customer relationships
• Executive presence with the ability to communicate complex ideas in a clear, pragmatic, and business-focused manner

attractive package