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Head of Customer Experience, EMEA

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Culture Amp

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Location:
United Kingdom , London

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We are looking for a Senior Director to lead 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 lead the full customer lifecycle under one roof. You will oversee a unified organisation of ~18 Campers across the region, managing 5 direct reports (Directors and Managers) across three distinct functions: Customer Success, Renewals, and People Science.

Job Responsibility:

  • Lead the Regional Strategy
  • Own the EMEA Region
  • Define the post-sales strategy for the region
  • Adapt global playbooks to fit the nuances of the UK, DACH, and emerging markets
  • Operate with significant autonomy
  • Make high-velocity decisions to drive regional growth
  • Executive Partnership
  • Be the primary counterpart to the VP of Sales, EMEA
  • Align on everything from forecast accuracy to go-to-market strategy
  • Orchestrate a Unique Multi-Disciplinary Team
  • Unlock Collective Potential
  • Lead a diverse, solid-line organisation comprising three distinct functions (Customer Success, Renewals, and People Science)
  • Unify these capabilities
  • Drive the strategy for how these teams collaborate
  • Elevate Leadership Capability
  • Manage a mature team of Directors and Managers
  • Coach 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 EMEA’s Gross Retention (GRR) and Net Retention (NRR)
  • Bring a rigorous forecasting cadence to the region
  • Identify friction in the customer journey
  • Build the operational infrastructure to remove it
  • Foster a High-Performance Culture
  • Build a resilient culture that thrives on accountability and transparency
  • Coach your Directors and People Leaders to be true business owners
  • Serve as the final point of escalation and strategic partner for our largest EMEA customers
  • Navigate complex commercial negotiations and C-level relationships across diverse cultural landscapes

Requirements:

  • Significant experience in B2B SaaS at a senior management level
  • Extensive experience managing 'leaders of leaders' (Directors/Managers)
  • Experience managing large P&Ls and distributed teams across the EMEA region
  • Experience managing diverse functions beyond just 'CS'
  • Understanding of the mechanics of Renewals/Forecasting
  • Experience leading technical or advisory teams (Professional Services, Consulting, or People Science)
  • Track record of stepping into complex operational environments, diagnosing root causes, and implementing structure to scale
  • Comfortable owning a retention number
  • Understanding of how to partner with Sales to drive expansion and protect the base
  • Ability to hold your own in a negotiation with a Procurement team or a CHRO
  • Understanding of the complexity of the EMEA market
  • Successfully navigated the cultural and commercial nuances of doing business across the UK and Continental Europe
  • Based in London and ready to travel across the region and globally
What we offer:
  • Employee Share Options Program
  • Programs, coaching, and budgets to help you thrive personally and professionally
  • Access to external providers for mental wellbeing and coaching support
  • Monthly Camper Life Allowance
  • Team budgets dedicated to team building activities and connection
  • Intentional quarterly wellbeing pauses
  • Extended year-end breaks
  • Excellent parental leave and in work support program available from day 1
  • 5 Social Impact Days a year
  • MacBooks for you to do your best & a work from home office budget
  • Medical insurance coverage for you and your family (Available for US & UK only)

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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