Director Global Sales Operations

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About the role

We've partnered with a scaling global finTech platform to hire an experienced senior leader to run both Global Sales and Customer Service Excellence. This is a high-impact, strategic role combining revenue leadership with operational ownership for customer service and support.

Why this role matters

This role sits at the intersection of growth and retention: you will shape how the business acquires, activates and retains clients while building a best-in class, multilingual service organisation that delivers consistent, measurable customer outcomes across EMEA and APAC.

What you'll own (key responsibilities)

• Lead and inspire a high-performing, multi-regional sales teams to meet KPIs; revenue, activation and retention targets.
• Own Relationship Management teams covering Activation, Retention - align tiered engagement, onboarding and trading activity to revenue goals.
• Lead end-to-end Customer Service operations (Customer Support, Escalations, QA, Knowledge Management, VA operations), ensuring consistent service standards across channels and regions.
• Design and implement capacity planning and shift models where appropriate; operating across multiple languages and timezones.
• Build and execute data-driven sales strategies; track KPIs including conversion, retention, reactivation, deposits and client tier progression.
• Capture Voice of Customer and drive cross-functional collaboration with Product, IT, Marketing, Onboarding, Compliance and Payments to remove client pain points.
• Sponsor transformation initiatives: CRM improvements, automation and AI driven self service adoption to improve efficiency and CSAT/NPS.
• Ensure sales and service operate within regulatory and internal risk frameworks across markets.
• Mentor and develop senior managers and succession pipelines across both Sales and Service Excellence.

Who we're looking for (essential)

• Degree in Business, Finance, Economics or related field.
• Proven senior leadership in both sales and customer service functions within a regulated CFD/forex or online trading/brokerage environment.
• Deep understanding of FX/currency markets, retail trading behaviours and HNW client dynamics.
• Track record scaling and managing diverse, multi-regional teams.
• Strong experience with workforce planning and shift scheduling for multilingual support centres.
• Data savvy: able to translate market and operational metrics into strategy and commercial outcomes.
• History of delivering transformation projects (CRM, automation, AI) and working closely with Product and Compliance.
• Excellent stakeholder management and communication skills; proven ability to present at executive level.
• Comfortable operating in a fast changing, highly regulated global environment.

Desirable (nice to have)

• Familiarity with MetaTrader platforms.
• Experience with Creatio CRM (or similar enterprise CRMs).
• Prior experience implementing AI driven automation or virtual assistant tools in sales/service contexts.
• Fluency or strong familiarity with supporting multilingual teams (e.g., Chinese, Russian, multi English variants).

If you're an experienced leader with a strong blend of commercial sales acumen and customer operations excellence in regulated online trading or financial services, we'd welcome a confidential conversation.

Please follow the application process uploading your CV and we look forward to receiving it. This position is available immediately.

Seniority level

Mid Senior level

Employment type

Full time

Job function

Management, Customer Service, and Sales

Industries

Financial Services and Investment Management