Vice President, Global Head of Customer Service

What you will do on your journey with WebBeds. 

As a Vice President, Global Head of Customer Service, you will lead the Level 1, Level 2 and Operational Account Management teams that resolve client requests across the customer journey. You will make sure enquiries are handled accurately and efficiently, while strengthening customer satisfaction, service quality and operational performance across WebBeds. 

You will be a strategic partner to the Chief Operations Officer, working across geographies to shape a global-local target operating model that captures global synergies while responding to local requirements. You will translate business priorities into a clear Customer Service strategy and roadmap, build high-performing teams, and use data, omni-channel capabilities, technology, AI and automation to improve quality, efficiency and scalability. 

In this role you will: 

Key responsibilities 

• Lead global Customer Service: lead and manage the Level 1, Level 2 and Operational Account Management teams handling pre-travel, in-travel and post-travel enquiries, booking management, administration, manual actions on automated tickets, payment issues and special requests. 
• Deliver operational excellence: ensure client requests and enquiries are resolved accurately, efficiently and in line with internal KPIs and agreed service levels, acting as the senior escalation point for complex queries, complaints and operational risks. 
• Shape capabilities and the operating model: coordinate existing capabilities and define the organisation design, sourcing and location strategy, people processes, governance, technology and data capabilities needed to support WebBeds strategy and customer and supplier demand. 
• Set and improve performance standards: define benchmarks, objectives and KPIs across disciplines and sites, support leaders in monitoring team and individual performance, and drive measurable improvements through clear accountability and ownership. 
• Use insight to improve service quality: develop transversal analytical processes to identify root causes and trends in repeat enquiries, complaints and service failures, and translate findings into prioritised, measurable improvement plans. 
• Optimise service through technology: continuously improve workflows and develop omni-channel, multi-channel and language capabilities, identifying opportunities for AI, automation and cross-business synergies while balancing service quality, cost and competitive advantage. 
• Lead strategy and transformation: translate priorities from Commercial, Finance, Technology, Talent & Culture and Global Operations into short and long term strategy, change plans and an executable roadmap for Customer Service. 
• Represent the voice of the customer: partner with Operational Account Management, Commercial teams and other stakeholders to turn customer and supplier feedback into improvements in products, solutions, operating standards, retention and future growth. 
• Own planning and financial performance: collaborate with Operations leaders to define annual budgets, monitor forecasts and ensure Customer Service contributes to expense and budget targets, aligning people, technology and other resources to business priorities. 
• Embed continuous improvement and inclusive leadership: promote a high-performance, employee-centred culture that encourages learning, inclusion, best-practice sharing and recognition, while proactively identifying operational gaps and mitigating risks to projects, services and outcomes. 
• Broader scope: take on responsibilities that evolve in line with the Global Operations operating model, business priorities, the transformation roadmap and changing partner and customer needs, as this list is not exhaustive. 

The skills we would love to see in your suitcase! 

• Demonstrated senior leadership experience in operations, customer service and/or contact centres within an international, complex organisation. 
• A strong track record of leading transformation and change in both operational and strategic environments. 
• Deep understanding of operations and business processes, including practical experience of digital tools that improve customer experience and automate manual work. 
• Ability to use data and analytics to improve business outcomes and translate insight into clear priorities and action. 
• Strong financial and analytical capability, with experience aligning people, technology and other resources to strategic and budget outcomes. 
• Influential leadership and stakeholder management skills, with the ability to build alignment and deliver through a global matrix organisation. 
• Experience establishing effective governance and using targeted executive escalation to advance complex global programmes in changing conditions. 
• Sound judgement and structured problem-solving skills, with the ability to identify, assess and resolve risks that may affect global delivery or financial outcomes. 
• Strong cross-cultural communication and relationship skills, with the maturity to work effectively across functions, geographies and organisational levels. 
• A pragmatic and adaptable approach, with the ability to operate at a global strategic level while engaging closely with operational detail. 
• A curious, inquisitive and resilient mindset, with a commitment to customer-centric change, continuous improvement and profitable growth. 
• Excellent written and verbal communication skills in English.