Senior Director, Customer Solutions

We're looking for a strategic and hands-on Senior Director, Customer Solutions to lead our Solutions Consulting functions across Parcel Perform. This role is responsible for ensuring a seamless customer journey, from pre-sales solution design through post-sales adoption, retention, and growth.

You will play a critical role in aligning customer needs with business outcomes, driving value realization, and building high-performing teams that deliver exceptional customer experiences.

WHAT YOU'LL DO

1. Leadership & Strategy

• Define and execute the Customer Solutions strategy across Solutions Consulting
• Build, mentor, and scale high-performing teams with clear goals, career paths, and performance metrics
• Foster a customer-centric culture focused on outcomes, not just delivery

2. Pre-Sales (Solutions Consulting)

• Oversee solution design, product demonstrations, and technical sales support

• Ensure solutions are aligned with customer business objectives and scalable for long-term success

• Partner closely with Sales and Product teams to improve win rates and deal quality

3. Cross-Functional Collaboration

• Act as a key bridge between Sales, Product, and Support teams

• Provide customer insights to influence product roadmap and go-to-market strategies

• Improve feedback loops to ensure continuous improvement in customer experience

4. Operational Excellence

• Establish KPIs and reporting across the full customer lifecycle (e.g., conversion, adoption, retention, expansion)

• Optimize processes, tools, and playbooks for scalability and efficiency

• Manage forecasting for renewals and expansion opportunities

WHO WE'RE LOOKING FOR

• 8-12+ years of experience in Solutions Consulting or related customer-facing roles

• Proven leadership experience managing both global pre-sales and post-sales teams

• Strong commercial acumen with a track record of driving revenue growth and retention

• Strong understanding of e-commerce, logistics, or delivery experience platforms

• Excellent stakeholder management and communication skills

• Data-driven mindset with experience using CRM and AI tools (e.g., Hubspot, Claude, etc.)

WHAT YOU WILL RECEIVE IN RETURN!

• The opportunity to join a fast-growing, innovative company that is redefining the e-commerce logistics industry. You'll play a pivotal role in driving the growth of a global product that is becoming a critical platform for leading e-commerce operations worldwide.

• Be part of a company that is deeply embracing AI across its products and ways of working. From enhancing delivery experience insights to driving smarter automation and decision-making, you'll have the opportunity to work hands-on with AI-powered tools and shape how they are applied to real customer challenges.

• A dynamic environment where continuous learning and development are part of everyday work. As a key driver of our initiatives, you'll collaborate closely with the Sales team and partner cross-functionally across the organisation.

• The chance to work with a world-class product that customers consistently recognise as best-in-class in the market.

• A supportive and energising team culture focused on growth. We invest in your development by building on your strengths and supporting areas for improvement, with regular opportunities to connect in person through quarterly team gatherings.

• Competitive and flexible benefits, including a flexible leave policy, employee stock options, uncapped commission structure, choice of Apple MacBook or Lenovo laptop, and more.

ABOUT US

Parcel Perform ( is the leading AI Delivery Experience Platform, enabling brands to thrive in the age of AI Commerce by connecting AI Visibility with operational excellence and customer retention.

Built on the industry's most comprehensive logistics data-tracking over 1,100+ carriers, 155+ event types, and 36+ languages-the platform offers a full suite of solutions: AI Commerce Visibility, Checkout Experience, Post-Purchase Experience, Returns Experience, and Logistics Experience. All solutions are powered by the company's central intelligence layer, AI Decision Intelligence, with the new AI Commerce Visibility solution connecting a brand's visibility across AI shopping agents to its actual delivery performance.