• Provide overall leadership, strategic direction, and operational excellence across the business, ensuring sustainable growth and high-performing client delivery. • Drive business expansion by identifying new market opportunities, forging strategic partnerships, and developing innovative go-to-market propositions that differentiate CPM in the CX and BPO landscape. • Lead transformation and innovation initiatives that integrate technology, data, and human expertise to elevate customer experience and operational efficiency. • Oversee financial performance and governance, ensuring strong revenue growth, profitability, and long-term value creation through disciplined execution and optimization. • Collaborate cross-functionally to design scalable, tech-enabled solutions for clients across EMEA, APAC and Americas. • Represent CPM as a strategic leader in the Customer Experience industry, building visibility through conferences, thought leadership, and collaboration with global technology partners (Genesys, Salesforce, Zendesk, Amazon Connect, and emerging GenAI start-ups). • Champion a culture of curiosity, innovation, and continuous improvement, enabling teams to evolve and deliver measurable impact in an increasingly AI-driven landscape.

• Held full operational and strategic responsibility for 1,000+ employees across three international sites, leading multi-layer management teams and ensuring consistent high performance in diverse CX environments. • Drove operational delivery for major global clients across tech, retail, automotive, consumer goods, and travel, ensuring service excellence, stability, and continuous improvement. • Led the design and execution of performance frameworks, governance routines, and quality programs that strengthened operational control, accountability, and customer outcomes. • Partnered closely with Commercial and Finance teams to shape client proposals, build business cases, negotiate renewals, and support sustainable revenue growth. • Developed senior leaders and mid-level managers through structured coaching, talent planning, and capability-building initiatives, enabling strong succession pipelines and leadership maturity. • Oversaw multi-site engagement, culture, and communication programs, fostering alignment, motivation, and a high-trust work environment across geographically dispersed teams. • Acted as the senior escalation point for strategic clients, resolving complex operational issues, stabilising underperforming areas, and driving recovery plans that rebuilt trust and improved KPIs. • Led early digital transformation initiatives, including workflow automation, CRM optimisation, early GenAI exploration, and the integration of analytics-driven decision-making.

• Led dynamic teams across multiple projects in geographical locations countries • Driving teams to reach operational excellency, achieving COPC & ISO certifications • Head of Division for startups, increasing the revenue YoY by 250% • Developing automation tools to increase efficiency, customer experience and decrease cost → 20% of contacts automated • Ensuring high margins profitability in each of the operations through thorough P&L management

• Managing various customer experience operations in multiple international sites • Implementing and developing the international expansion of local operations. • Created a management & onboarding plan for dramatic seasonal increases where the team size was doubling for 3 months each year. • Implementing best-in-class contact center technologies to ensure efficiency and quality of service • Implementing short- and long-term strategies to ensure SLA&KPI accomplishment