Global Director, Contact Center & Conversion

About the role

We are seeking a Global Director to lead the transformation of our Contact Center and Conversion function across multiple geographies. The role sits at the intersection of Sales, Operations and Marketing, driving a high‑touch, high‑knowledge operation that sells complex health and longevity programs to discerning clients.

Key responsibilities

• Design and execute the Contact Center operating model, defining structure, governance, decision rights and cross‑functional alignment.
• Own end‑to‑end direct‑sales channel performance, ensuring conversion accountability across markets and properties.
• Drive process optimisation for guest acquisition and booking, establishing SOPs, quality standards and workforce planning.
• Lead technology integration across CRM, ERP, telephony and booking systems and evaluate AI‑enabled solutions to enhance advisor performance.
• Develop and maintain a robust KPI framework, providing weekly visibility of conversion, revenue, booking quality and operational efficiency.
• Build, coach and retain a multi‑site, high‑performing team, partnering with Human Capital for onboarding and continuous learning.

Required profile

• Proven experience building and leading high‑performing contact‑center operations at a global scale.
• Demonstrated ability to create disciplined conversion systems with measurable commercial outcomes.
• Strong understanding of sales, operations and marketing alignment in multi‑market environments.
• Experience implementing AI tools and technology ecosystems in a contact‑center context.

Required skills

• CRM systems
• ERP systems
• Telephony platforms
• AI‑enabled solutions
• KPI dashboard tools