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

1. 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.
2. 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.
3. 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!
4. Presentation
   You will receive a prompt and have one week to prepare a presentation for the VP of Customer Experience.
5. 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.