Drive the global Customer Engagement agenda and deliver on OKRs and strategic priorities.
Lead specialist teams within customer communication and support through close collaboration with line managers.
Develop and implement strategies for customer support and customer communication.
Ensure strong governance, performance management, and operational alignment across markets.
Put frameworks and prerequisites in place to enable effective execution.
Manage and optimize the budget for Customer Engagement initiatives.
Own and coordinate resolution areas related to commercial goodwill, technical goodwill, and buybacks.
Work closely with cross-functional stakeholders to strengthen customer loyalty and improve the customer experience globally.

Bachelor's degree in Business Administration, Communication, Customer Experience, or a related field.
Minimum 3 years people management experience.
At least 5-7 years of experience in customer engagement, customer support, customer communication, or a similar CX-focused role, preferably at a senior or leadership level.
Strong knowledge of customer engagement frameworks, communication principles, and support operations.
Experience leading in an international environment across multiple countries, cultures, and time zones.
Strong analytical and problem-solving abilities.
Excellent written and verbal communication skills.
Ability to work independently with sensitive information while collaborating across functions.
Comfort working both strategically and operationally, including direct customer dialogue when needed.
Ability to influence peers and senior stakeholders through data, storytelling, and clear presentations.

Interim Head of Customer Engagement

Key skills