Regional Director of Customer Experience, ROLLER
More information about location
3 days a week in office
Leisure industry management software
Be an early applicant
Leisure industry management software
201-500 employees
Be an early applicant
More information about location
3 days a week in office
201-500 employees
Company mission
To help create experiences that bring joy and happiness to the world.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
Application process
- 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
- 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
- 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!
- Presentation
- You will receive a prompt and have one week to prepare a presentation for the VP of Customer Experience
- 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
Salary benchmarks
Our take
Attractions have been somewhat left behind compared to other industries when it comes to digital tools. Operating in a space between traditional businesses, hospitality venues and live events, they generally have to cobble together solutions from ill-fitting CRMs, ticketing systems, and spreadsheets. Founded in 2011, ROLLER aims to improve this situation by providing an all-in-one platform for managing guest experiences at attractions from trampoline parks to medieval fairs.
ROLLER is unique in its focus on the leisure and attractions industry and has built an all-in-one cloud-based platform that is highly regarded within the sector for its speed, flexibility and reliability. The platform is used by its customers to manage over 100 million visitors per year at 1,200 attractions, with $4 Billion in transactions annually.
Recently, the company has strengthened its position through a number of partnerships. These collaborations, alongside substantial funding, push ROLLER to offer even more innovative solutions to its clients. As the industry continues to recover and evolve, ROLLER is ready for sustained growth and an expanding influence in the sector.
Steph
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Nov 2023
$52m
SERIES C
Dec 2022
$18.7m
SERIES B
Total funding: $80.8m
Company benefits
- Four ROLLER Recharge days per year (that is four additional days of leave that we all take off together as a team to rest and recuperate)
- Claim up to $120 work-from-home expenses per month
- 16 weeks paid Parental leave for primary carers and 4 weeks paid Parental leave for secondary carers
- Free Medical Insurance
- 401(k) Plan
- 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!
Company HQ
East Cesar Chavez, Austin, TX
Leadership
Luke Finn
(Co-Founder & CEO)Prior to co-founding ROLLER they were an Analyst at Fulton Hogan.
Mark J Finn
(Co-Founder & CFO)Currently also a Mentor at Techstars and a Member of the Tech Council of Australia. Was previously Global Transformation Advisor at PwC. Before that was an Analyst for Macquarie Group.
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