Head of Revenue Operations & Customer Experience
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About RedCloud
RedCloud is leveraging AI-powered technology to break down the barriers to fair and profitable trade in emerging markets.
RedCloud's Intelligent Open Commerce Platform connects FMCG Brands, Distributors, and Local Merchants on a single, equitable marketplace, empowering them with real-world insights and data to help them make better decisions. RedCloud enables FMCG Brands to seize new opportunities in emerging markets, facilitates access to more buyers & streamlines operations for Distributors, and helps Local Merchants spend more time selling products, not searching for them.
The company comprises a highly diverse, dynamic team of driven talented people from over twenty different countries, speaking multiple languages, with a physical footprint in Africa, Europe, and Latin America.
The Head of Revenue Operations & Customer Experience is a high-impact, hands-on role
for a self-starter who thrives in fast-paced, ambiguous environments. The job holder will play a pivotal role in Revenue Operations, Customer Support, and Customer Success enablement , ensuring every touchpoint—from acquisition to adoption to growth—is aligned with revenue outcomes. The successful candidate will also build and maintain a centralized repository of Customer Success cases to institutionalize learnings, share best practices across the organization, and feed actionable insights into Sales, Marketing, and Product teams. The core KPI for this role is Retention and the incumbent must be exceptional at analyzing customer profiles, segmentation data, and behavioral trends , while telling compelling stories with data to influence GTM strategy and execution. The successful candidate report to SVP, Operations & Customer Success.
Key Responsibilities
Revenue Strategy & Planning
- Partner with GTM leadership to define global and regional revenue strategies aligned with company objectives.
- Lead annual and quarterly planning cycles (targets, quotas, coverage models, capacity planning).
- Translate company strategy into measurable targets across Acquisition, Net Revenue, Trading Volume (TTV), and Retention .
- Proactively identify gaps, remove blockers, and drive end-to-end initiatives with minimal supervision.
- Analyze customer profiles, segmentation data, and behavioral trends to inform GTM strategy.
- Build dashboards and reports that tell compelling stories with data, highlight growth opportunities, churn risks, and adoption trends.
- Partner with Finance and Ops to deliver accurate forecasting and business reviews.
Customer Support & Experience
Customer Success Knowledge & Best Practices
Governance & Compliance
Job Requirements
What we are looking for in a candidate :
Benefits
A chance to shape the future of Open Commerce in emerging markets and you will have the opportunity to join an international company who are growing massively, we encourage ambition and creativity, with a culture that values ownership, autonomy, and getting things done.
Check out the links below to see what our CEO Justin Floyd has to say about our plans for growth for the year ahead, and to see our latest video on the mission we’re on!
https : / / youtu.be / 8BmLoJ9U9vA
https : / / youtu.be / 59PD4UoTgIE
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