Regional CX Teamlead EMEA

• Regional Operational Excellence: Billing: Accounts Receivable: Oversee, manage and contribute to monthly Billing from timesheet/expenses collection and processing to creating invoices/credit notes for customers across the region
• Accounts Payable: Oversee, manage and contribute processing of consultant invoices and payments
• Governance: Responsibility for correct setup of the Operations related fields in dealsheets (Salesforce)
• Cross-departmental collaboration: Ensure regional adherence to SOA/STC/SOW standards. Work with Credit Control to minimise DSO (Days Sales Outstanding) by resolving billing issues at the source
• Process Optimisation: Contribute towards the continuous automation of the Billing process, and collaborate with IT on enhancements for manual data entry or processing
• Reporting: Provide regional updates on SOW statuses, pending POs, and team KPIs
• Engagement Success: Onboarding: Ownership for Consultant / Client Onboarding for new/renewal deals, including document collection
• Renewal Management: Responsibility for the execution of a proactive renewal management process within the region to drive retention, higher renewals and customer satisfaction
• Process Optimisation: Oversee the improvement of the onboarding process to create a scalable, repeatable process and high customer satisfaction
• Leadership & People Management: Team Oversight: Lead, mentor, and develop a regional team of CX Associates. Conduct regular 1-on-1s and performance reviews
• Resource Allocation: Manage the distribution of consultant pools among the team to ensure balanced workloads and high service levels
• Training: Onboard new hires and provide ongoing training on Salesforce accuracy, contract nuances, and de-escalation techniques

• 5+ years in CX Operations, Sales Operations or Customer Service with at least 1–2 years in a supervisory or Teamlead capacity
• Strategic Communication: Beyond professional communication, you must be able to influence stakeholders, deliver difficult feedback, and lead regional meetings
• Advanced Commercial Acumen: Understanding of commercial contracts and trade-off management to guide the team towards the best outcomes for the business
• Conflict Resolution: Highly skilled in de-escalation, not just with clients, but in mediating internal departmental friction
• Systems Mastery: The ideal candidate has worked with Salesforce and SAP
• Language Skills: Proficiency in English is required
• any additional European language proficiency is highly preferred (French or Italian) to manage regional customer pools and local stakeholders

any additional European language proficiency is highly preferred (French or Italian)