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About the role
Key responsibilities & impact- Own the strategy and performance of MOO’s Managed Services business
- Deliver Managed Services revenue growth through customer acquisition, retention, and expansion
- Define target customers, industries, and segments
- Develop the proposition, strategy, and capabilities to win and grow high-value customers
- Determine where human interaction, AI, automation, and self-service create the most value
- Ensure Demand Generation, Sales Enablement, and lead generation support the growth strategy
- Define MOO’s differentiated end-to-end Customer Experience strategy
- Identify customer journey gaps and opportunities
- Own the cross-functional CX roadmap and drive business-wide action
- Build customer insight and measurement into prioritization and decision-making
- Own Customer Service performance, strategy, and future direction
- Ensure Customer Service delivers strong customer, operational, and cost outcomes
- Use Service insight to drive improvements beyond the Service team
- Own Revenue Operations, including customer systems, Managed Services Demand Generation, and Sales Enablement
- Ensure systems, partners, data, and processes enable effective customer management and growth
- Build the Managed Services pipeline-generation capability
- Equip Sales teams with tools, insight, processes, and enablement
- Use data, technology, and AI to improve Sales and Service effectiveness
- Report to the Chief Commercial Officer and lead an organization of approximately 120 people across the US, UK, and South Africa
Requirements
What you’ll need- Exceptional strategic thinking; ability to turn complex, ambiguous problems into clear strategy and choices
- Highly numerate; uses data and customer insight to reach decisions
- Customer-obsessed perspective and experience converting customer insight into strategic, proposition, product, experience, or operational changes
- Ability to identify and shape growth opportunities using customer needs, segmentation, economics, and market opportunity
- Experience leading strong, experienced functional leaders
- Ability to influence senior peers and drive change across organizational boundaries
- Strategic understanding of technology, automation, and AI in customer experience
- Experience or capability spanning Sales, Customer Service, Revenue Operations, customer systems, demand generation, and sales enablement