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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences across EMEA.
- Company: ROLLER is a global SaaS company revolutionising the leisure and attractions industry.
- Benefits: Enjoy 20 days PTO, 4 Recharge days, and a supportive work culture with fun events.
- Why this job: Join a passionate team making a real impact in a high-growth environment.
- Qualifications: 8+ years in customer experience leadership, ideally in SaaS or tech.
- Other info: Based in London, with opportunities for career growth and personal development.
The predicted salary is between 54000 - 84000 £ per year.
About ROLLER
ROLLER is not your average software-as-a-service company. With a global presence in over 30 countries, we’re here to bring some excitement to the leisure and attractions industry and make a difference! Our mission is to help businesses operate smoothly and create fun and memorable guest experiences by providing seamless ticketing, point-of-sale, self-serve kiosks, memberships, and digital waiver processes.
But here’s the best part: our team. We’re a group of 200+ highly passionate, enthusiastic, and down-to-earth professionals located all around the world who are all working together to build something truly remarkable. We’re aiming high and believe that the possibilities are endless. As we continue to grow globally, we’re excited to write our success story and have fun along the way.
We genuinely love what we do, and we’re looking for like-minded people to join us on this amazing journey. If you’re ready to be part of a dynamic team and make a real impact, come aboard and let’s create some unforgettable experiences together at ROLLER!
About the Role
The Regional Director of Customer Experience is a strategic and operational leader responsible for driving exceptional customer outcomes for our customers across the EMEA Region. This role will oversee a team of CSMs and support our Customer Onboarding and Technical Support teams in the region. The director partners cross-functionally with sales, product, and marketing to champion the customer voice and elevate overall satisfaction, retention, and advocacy for Europe, the Middle East, and Africa.
Additionally, the leader in this role will be responsible for building and maintaining strong relationships with key customers throughout the region, ensuring our customers have a great experience and get a positive return on their investment in ROLLER.
Key Responsibilities
Leadership & Strategy
- Develop and execute regional strategies that align with global customer experience goals.
- Lead, mentor, and scale a high-performing customer experience team (e.g., support, success, onboarding).
- Drive a customer-centric culture through coaching, training, and KPIs.
Operational Excellence
- Ensure timely and high-quality resolution of customer issues and escalations.
- Monitor performance through CSAT, NPS, time to resolution, and churn rate.
- Identify and remove barriers to exceptional customer service and success.
Customer Advocacy & Relationship Management
- Act as an executive sponsor for strategic accounts, building trusted relationships with key stakeholders.
- Collect and synthesize customer feedback to influence product development and internal processes.
- Partner with marketing to develop case studies, testimonials, and referral programs.
Cross-Functional Collaboration
- Align regional customer strategies with sales, product, marketing, and finance teams.
- Influence roadmap prioritization by communicating customer needs and insights.
- Collaborate with HR and operations to forecast hiring and training needs.
About You
- 8+ years of customer experience, success, or support leadership, ideally in a SaaS or tech-enabled service business.
- 3+ years in a regional or global leadership role managing multi-site or remote teams.
- Proven track record of improving customer outcomes and satisfaction.
- Strong data analysis skills and experience using tools like Salesforce, Zendesk, or Gainsight.
- Executive presence, with excellent communication and relationship-building skills.
- Experience leading in high-growth environments or post-acquisition integration.
- Background in leisure, entertainment, or B2B software industries.
- Passion for customer-centric innovation and operational scale.
- Ability to travel regionally as needed.
Location: The position is based in London, United Kingdom.
Perks!
- Attractive compensation package and benefits.
- You get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
- 20 days of paid time off (PTO), 10 sick days, and 13 paid holidays.
- 4 ROLLER Recharge days per year (that is 4 additional days of leave that we all take off together as a team to rest and recuperate).
- 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
- Engage in our ‘Vibe Tribe’ – led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns… you name it. We\’re willing to make it happen!
- Team Member Assistance Program to proactively support our team\’s health and well-being, access to coaching, education modules, weekly webinars, and more.
- Work with a driven, fun, and switched-on team that likes to raise the bar in all we do.
- Individual learning and development budget plus genuine career growth opportunities as we continue to expand!
What You Can Expect
- Initial call with our Talent Acquisition Manager You\’ll have an initial call with our Talent Acquisition Manager to chat through some of your experience to date, salary expectations and you can check off any initial questions you might have.
- Interview with the Hiring Manager You\’ll get to meet with the hiring manager to learn more about the role & ROLLER whilst also talking through your experience in more detail.
- Loop Interviews This is where you will get to meet our wider ROLLER team to do a \’vibe check\’ on us to make sure our culture & vibe meet what you are looking for!
- Presentation You will receive a prompt and have one week to prepare a presentation for the VP of Customer Experience.
- Offer If all lights are green and the fit feels right, we\’ll conduct reference checks and you\’ll receive an offer to join!
Successful applicants will be required to complete a background check (including criminal history) prior to commencement of employment.
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Regional Director of Customer Experience employer: Koala
Contact Detail:
Koala Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Regional Director of Customer Experience
✨Tip Number 1
Familiarise yourself with ROLLER's products and services. Understanding their ticketing systems, point-of-sale solutions, and customer onboarding processes will help you speak confidently about how you can enhance customer experiences in your interview.
✨Tip Number 2
Network with current or former employees of ROLLER on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction and retention in previous roles. Highlighting your data analysis skills and experience with tools like Salesforce or Zendesk will demonstrate your capability to drive results.
✨Tip Number 4
Show your passion for the leisure and attractions industry. Research current trends and challenges in this sector, and be ready to share your thoughts on how ROLLER can continue to innovate and lead in customer experience.
We think you need these skills to ace Regional Director of Customer Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience leadership, particularly in SaaS or tech-enabled services. Use specific examples that demonstrate your ability to drive customer satisfaction and operational excellence.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer-centric innovation and your strategic vision for enhancing customer experiences. Mention how your background aligns with ROLLER's mission and values.
Highlight Leadership Experience: Emphasise your experience in leading multi-site or remote teams. Provide examples of how you've mentored and developed high-performing teams, and how you've driven a customer-centric culture in previous roles.
Prepare for the Presentation: Once you submit your application, start preparing for the presentation. Research ROLLER’s products and customer feedback to create a compelling case study or strategy that aligns with their goals in customer experience.
How to prepare for a job interview at Koala
✨Understand ROLLER's Mission
Before your interview, make sure you fully grasp ROLLER's mission to enhance guest experiences in the leisure and attractions industry. Be prepared to discuss how your experience aligns with this mission and how you can contribute to creating memorable customer interactions.
✨Showcase Leadership Experience
As a Regional Director of Customer Experience, you'll need to demonstrate your leadership skills. Prepare examples of how you've successfully led teams in the past, particularly in high-growth environments or SaaS settings, and be ready to discuss your approach to mentoring and developing talent.
✨Prepare for Cross-Functional Collaboration
This role requires collaboration with various departments. Think of specific instances where you've worked cross-functionally to achieve customer success. Highlight your ability to communicate customer needs effectively to influence product development and marketing strategies.
✨Data-Driven Decision Making
Familiarise yourself with key performance indicators like CSAT, NPS, and churn rate. Be ready to discuss how you've used data analysis tools such as Salesforce or Zendesk to drive improvements in customer satisfaction and operational excellence.
