Head of Revenue Operations & Customer Experience at RedCloud Technology

Description

• The Head of Revenue Operations & Customer Experience is a high-impact, hands-on role for a self-starter who thrives in fast-paced, ambiguous environments.
• The job holder will play a pivotal role in Revenue Operations, Customer Support, and Customer Success enablement, ensuring every touchpoint—from acquisition to adoption to growth—is aligned with revenue outcomes.
• The successful candidate will also build and maintain a centralized repository of Customer Success cases to institutionalize learnings, share best practices across the organization, and feed actionable insights into Sales, Marketing, and Product teams.
• The core KPI for this role is Retention and the incumbent must be exceptional at analyzing customer profiles, segmentation data, and behavioral trends, while telling compelling stories with data to influence GTM strategy and execution.
• The successful candidate report to SVP, Operations & Customer Success.

Key Responsibilities
Revenue Strategy & Planning:

• Partner with GTM leadership to define global and regional revenue strategies aligned with company objectives.
• Lead annual and quarterly planning cycles (targets, quotas, coverage models, capacity planning).
• Translate company strategy into measurable targets across Acquisition, Net Revenue, Trading Volume (TTV), and Retention.
• Proactively identify gaps, remove blockers, and drive end-to-end initiatives with minimal supervision.
• Analyze customer profiles, segmentation data, and behavioral trends to inform GTM strategy.
• Build dashboards and reports that tell compelling stories with data, highlight growth opportunities, churn risks, and adoption trends.
• Partner with Finance and Ops to deliver accurate forecasting and business reviews.

Customer Support & Experience:

• Lead global Customer Support operations across all channels (WhatsApp, email, in-app, field).
• Define SLAs, escalation frameworks, and governance to ensure consistent service delivery.
• Introduce automation and self-service solutions to improve efficiency and reduce cost-to-serve.
• Track and report on CSAT, NPS, resolution times, and churn risk indicators as part of revenue KPIs.
• Managing the Head of Customer Support, Customer Support Executives, and Data Analysts, ensuring accountability, coaching, and professional growth.

Customer Success Knowledge & Best Practices:

• Create and maintain a central repository of Customer Success cases, demonstrating measurable impact for distributors, retailers, and sellers.
• Standardize success narratives (quantitative + qualitative) for internal learning and external proof points.
• Leverage customer success cases to train Sales, equip Marketing, and inform Product roadmap decisions.
• Ensure the repository is continuously updated with frontline insights and adoption data.

Governance & Compliance:

• Act as the connective tissue across Sales, Marketing, Product, and Operations.
• Partner with Marketing to ensure lead attribution, campaign measurement, and ROI visibility.
• Work with Product teams to integrate customer insights into roadmap prioritization.
• Ensure consistent application of GTM policies, pricing discipline, and contractual compliance.
• Oversee adherence to onboarding, collections, and exit management frameworks.
• Define metrics around adoption, retention, and gross margin contribution.

Job Requirements
What we are looking for in a candidate:

• 10+ years in Revenue Operations, Sales Operations, Customer Success, or Analytics, preferably in Marketplace, SaaS, or FMCG Tech.
• Proven track record scaling revenue operations and customer support across multiple markets.
• Exceptional ability to analyze data, segment customers, and translate insights into actionable strategies.
• Strong commercial acumen with measurable impact on retention, revenue, and adoption KPIs.
• Experience managing teams of Customer Support leaders, support executives, and analysts.
• Expertise in CRM, BI, and analytics tools (Salesforce, HubSpot, Tableau, Looker, PowerBI, etc.).
• Self-starter mindset with a bias for action; comfortable rolling up sleeves and delivering results in ambiguous environments.
• Data-driven, analytical, and able to tell stories with data to influence stakeholders.
• Exceptional cross-functional leadership and stakeholder management.

Benefits

• A chance to shape the future of Open Commerce in emerging markets and you will have the opportunity to join an international company who are growing massively, we encourage ambition and creativity, with a culture that values ownership, autonomy, and getting things done.