Senior Customer Sales & Services Manager – Global Network (GN) – Digital Transformation Leader at arenaflex

About arenaxflex – Shaping the Future of Digital Customer Experience

arenaxflex is a world‑leading professional services firm that partners with the most ambitious businesses, governments, and institutions to re‑imagine their digital foundations. By blending strategy, technology, and creative talent, arenaxflex helps organizations accelerate growth, streamline operations, and deliver unforgettable experiences to their customers and citizens.

Within the Global Network (GN) – Song practice, we specialize in designing and executing end‑to‑end digital strategies that span marketing, commerce, sales, and service. Our experts collaborate with Fortune 500 enterprises and fast‑growing midsize companies across Europe, the Middle East, and beyond, turning complex challenges into measurable value.

Why This Role Matters

In today’s hyper‑connected world, customers expect seamless interactions across every channel—from voice and chat to SMS and social media. As the Senior Customer Sales & Services Manager, you will be the visionary architect of these multi‑channel experiences, guiding clients through transformative journeys that elevate satisfaction, drive revenue, and build lasting loyalty.

Key Responsibilities

• Design & Delivery: Lead the planning, design, and rollout of integrated customer interaction solutions across IVR, web, email, chat, SMS, and social platforms.
• Platform Expertise: Serve as the subject‑matter authority on arenaxflex’s suite of Contact‑Center‑as‑a‑Service (CCaaS) platforms, advising on architecture, migration, and optimization.
• Quality & Performance: Champion continuous improvement in quality monitoring, workforce management, gamification, and AI‑driven experiences.
• Industry Insight: Leverage deep knowledge of sector‑specific processes to tailor solutions for large‑scale, sophisticated customer‑interaction operations.
• Client Engagement: Build strong, trust‑based relationships with senior client stakeholders, presenting strategic recommendations and ensuring project success.
• Travel & Collaboration: Flexibly work on‑site at client locations across Europe, the Middle East, and other regions as needed, while maintaining a remote‑first approach for day‑to‑day tasks.
• Thought Leadership: Stay ahead of industry trends, pursue advanced certifications, and contribute to arenaxflex’s knowledge base through workshops, webinars, and internal forums.

Essential Qualifications

• Master’s degree or equivalent advanced academic qualification.
• Minimum of 5 years of professional experience in consulting, digital transformation, or related industry roles.
• Proven track record of leading large‑scale digital customer service initiatives and experience‑design projects.
• Hands‑on expertise with leading CCaaS platforms (e.g., arenaxflex‑branded solutions) and associated ecosystem tools such as workforce management, analytics, and AI.
• Exceptional written and spoken English communication skills.

Preferred (Bonus) Qualifications

• Demonstrated experience with multiple CCaaS platforms, including arenaxflex’s proprietary solutions for cloud contact center operations.
• Strong analytical mindset paired with creative problem‑solving abilities.
• Experience delivering projects for Fortune 500 clients or similarly complex organizations.
• Additional language proficiency for regional client engagements.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture and translate business objectives into actionable technology roadmaps.
• Technical Acumen: Deep understanding of digital interaction channels, API integrations, and cloud‑based service architectures.
• Leadership & Influence: Comfortable leading cross‑functional teams, mentoring junior consultants, and influencing senior client executives.
• Customer‑Centric Mindset: Passion for delivering superior experiences that delight end‑users and drive measurable business outcomes.
• Agile Delivery: Familiarity with agile methodologies and the ability to adapt quickly to changing project scopes.
• Data‑Driven Decision Making: Proficiency in interpreting analytics, KPIs, and performance metrics to guide continuous improvement.

Career Growth & Learning Opportunities

arenaxflex invests heavily in the professional development of its people. As a senior manager, you will benefit from:

• Dedicated People Lead and personalized coaching sessions focused on leadership development.
• A comprehensive learning catalogue covering soft skills, advanced technical topics, language courses, and emerging technologies such as generative AI.
• Full support for industry‑recognized certifications related to CCaaS, AI, and digital transformation.
• Opportunities to work on high‑visibility, global projects that enhance your portfolio and expand your professional network.
• Mentorship programs that connect you with senior executives across arenaxflex’s worldwide ecosystem.

Compensation, Perks & Benefits

arnaxflex offers a competitive total rewards package designed to support your well‑being and financial security:

• Permanent Employment Contract with attractive salary and performance‑based bonuses.
• Access to a robust health care plan, including private medical coverage and life insurance.
• Participation in the employee share purchase program, with eligibility for quarterly dividends for eligible shareholders.
• Generous paid time off, flexible working arrangements, and support for work‑life balance.
• Comprehensive Employee Assistance Program offering legal, financial, and psychological counseling.
• Company‑provided vehicle for business travel and client engagement.
• Multisport and wellness benefits through the arenaxflex Benefit platform, plus a wide selection of additional services.
• Referral incentives for bringing top talent into the organization.

Work Environment & Culture

arenaxflex thrives on diversity, inclusion, and a spirit of collaboration. Our Global Network practice brings together multicultural professionals from more than 30 countries, fostering an environment where different perspectives spark innovation. We celebrate:

• Inclusive Leadership: Leaders who champion equity, respect, and empowerment for every team member.
• Innovation Mindset: A culture that encourages experimentation, continuous learning, and the adoption of cutting‑edge technologies.
• Community Impact: Initiatives that support sustainability, social responsibility, and positive change in the communities where we operate.
• Global Collaboration: Virtual teamwork tools and regular face‑to‑face gatherings that strengthen relationships across borders.

Join arenaxflex – Make a Global Impact

If you are a forward‑thinking leader who thrives on crafting sophisticated, omnichannel customer experiences and enjoys partnering with top‑tier clients worldwide, we want to hear from you. This is your chance to shape the future of digital service delivery while advancing your own career within a supportive, high‑performing organization.

How to Apply

Ready to take the next step? Submit your application through our career portal. By clicking “Apply,” you consent to the processing of your personal data for recruitment purposes by arenaxflex and its affiliated entities in compliance with GDPR.

Apply Now

arenaxflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, irrespective of race, religion, gender, age, disability, sexual orientation, or any other characteristic protected by law.