Head Of Contact Centre Sydney

About The Role

Nexon Asia Pacific is seeking a commercially minded and strategically driven Head of Contact Center to lead and grow our Contact Center Managed Services and Consulting capability. This is a senior leadership role with full accountability for revenue growth, churn management, and the strategic value we deliver to our enterprise customer base.

Reporting to Chief Customer Services Officer and working in close partnership with the General Manager Enterprise Digital (Corporate) who holds end-to-end P&L ownership, you will lead a high-performing consulting team while acting as the primary commercial guardian for the practice. You will be expected to translate technical delivery into strategic business outcomes for our customers and for Nexon.

Commercial Performance & Growth

• Own and drive growth targets across Contact Center Managed Services and Consulting revenue lines
• Lead cross-sell and upsell motions across the CX enterprise customer base, identifying expansion opportunities within existing accounts
• Manage and actively reduce churn through proactive engagement, commercial risk identification and escalation frameworks
• Build and execute account growth plans in partnership with the GM and customer success teams
  
  

• Lead, develop and performance-manage the Contact Center consulting team to deliver high-quality advisory and implementation outcomes
• Define and embed consulting practice standards, methodologies and quality assurance frameworks
• Build a culture of commercial accountability within the consulting team, ensuring client-facing engagements are tied to measurable business outcomes
• Drive utilisation, capacity planning and skills development across the team
  
  

• Serve as the senior commercial and operational guardian of the Contact Center managed services customer base
• Partner with delivery and operations teams to ensure service quality underpins commercial retention and growth
• Establish regular executive-level cadence with key enterprise accounts and vendor to deepen strategic relationships
• Identify and address at-risk accounts early through data-driven health monitoring and stakeholder engagement
  
  

• Act as a trusted strategic advisor to enterprise customers, positioning Nexon as a long-term transformation partner rather than a transactional vendor
• Work closely with the GM of the BU to shape go-to-market positioning, service offerings and pricing strategy for the Contact Center practice
• Represent the Contact Center practice in executive customer forums, QBRs and strategic planning sessions
• Contribute to product and service roadmap development by translating customer needs and market signals into actionable input for the business
  
  

• Operate as a key leadership partner to the GM, providing visibility of commercial pipeline, account health and team performance
• Contribute to BU-level planning, forecasting and investment decisions
• Represent the voice of the customer internally to ensure Nexons delivery, product and strategy remains aligned to enterprise market needs
  
  

• Proven experience leading a contact center, CX consulting or managed services practice in a technology services or MSP environment
• Demonstrated track record of owning and delivering on commercial growth targets including cross-sell, upsell and churn reduction
• Experience managing and developing high-performing consulting or professional services teams
• Strong enterprise customer relationship management skills able to engage at C-level and build long-term strategic partnerships
• Commercial acumen with the ability to translate technical delivery into business value and revenue outcomes
• Ability to operate in a fast-paced, PE-backed business environment with high accountability and reporting rigour
  
  

• Experience with contact center platforms such as Genesys, Amazon Connect, NICE or similar
• Background in CX transformation, workforce management, AI-augmented contact center delivery or CCaaS migration
• Familiarity with ITIL, managed services delivery frameworks and SLA management
• Prior experience in a PE-backed or high-growth technology business