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Director of Customer Engagement

  • Location


  • Discipline:


  • Type:


  • Salary:

    Competitive Salary + Benefits

  • Contact:

    Liam Viagas

  • Expiry date:


Director of Customer Engagement

Are you an experienced and accomplished Customer Services Leader within a digital environment?

Can you manage complex functions while also supporting operations and finance with business judgement?

Are you passionate with a history of innovation and problem solving, always putting the customer experience first?

MacGregor Black are partnering with a Leading Brand In The Hospitality Sector on the search for a Director of Customer Engagement. This is a permanent role based in London.

As the Director of Customer Engagement, you will lead and scale the current multi-language support centres across the UK & Europe, setting standards and developing teams as the business continues to grow.


Key Responsibilities:

  • To lead a diverse set of multi-lingual customer service teams in the UK and across Europe.
  • To execute and enhance operational standards and develop new ways of working to meet the group’s exciting growth plans.
  • To drive the team’s SLAs and CSAT records to the next level
  • You will also be accountable for performance across all UK & European teams.
  • To ensure operational excellence by setting strategies and looking for areas of potential growth.


What we are looking for:

  • A minimum of 5 – 10 years of proven success in a critical leadership role having shaped multi-lingual & diverse teams, developed procedures, optimized systems, and achieved operational goals
  • A customer-first approach with an aptitude for quality driven solutions
  • A keen eye for and previous experience leading a customer service team within a high-end brand, providing a first-class service
  • Very strong communication, written and verbal skills.
  • Very strong stakeholder management skills with the ability to identify & analyse business critical functions, with the ability to propose structured recommendations.
  • Previous achievements in a leadership role within a multi-faceted operational capacity.
  • The ability to motivate, inspire and create a positive and supportive work environment


On offer is a Competitive Salary + Benefits.

Please contact Liam Viagas today for further information