Holafly

Head of Strategic Initiatives - Customer Experience & Operations

Maroc

CDI / Temps pleinTélétravailAnglais, EspagnolOpérationsTélécoms

L’essentiel du poste

Résumé par Postule AI

Head of Strategic Initiatives role at Holafly, a high-growth eSIM scale-up. Reporting to the CCXO, you'll own end-to-end execution of strategic projects across Customer Experience and Operations, combining management consulting-style problem-solving with genuine ownership and long-term impact. Requires 5-7 years of experience in consulting, strategy, or operations; advanced SQL and financial modelling skills; exceptional communication; and AI fluency to drive transformation.

Vos missions

  • Own end-to-end execution of CCXO's highest-priority strategic projects from scoping through measurable delivery
  • Build data-backed business cases, ROI models, and investment proposals to justify operational and commercial decisions
  • Use SQL and financial modelling independently to validate hypotheses and track transformation initiative success
  • Orchestrate cross-functional delivery across Product, Tech, Marketing, and Operations through influence
  • Communicate complex problems as crisp executive narratives for board updates and strategic proposals
  • Deep-dive into underperforming processes and redesign them for global scale

Profil recherché

  • You have 5-7 years in top-tier consulting, internal strategy at scale-ups, or senior operations roles
  • You're comfortable building analytical models and running SQL queries independently
  • You excel at translating complex, ambiguous problems into clear executive recommendations
  • You understand AI applications and can advocate for adoption across non-technical stakeholders
  • You thrive in fast-moving environments and own problems end-to-end

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About the Role

Reporting directly to the Chief Customer Experience Officer, you will serve as their strategic partner, translating vision into execution and driving high-priority challenges across Customer Experience and Operations to measurable impact. This is an end-to-end ownership role where you diagnose problems with data, build cases for change, orchestrate cross-functional teams, and communicate progress to leadership with clarity and conviction.

Main Responsibilities

  • Own end-to-end execution of the CCXO's highest-priority strategic projects, from scoping and stakeholder alignment through measurable delivery
  • Architect data-backed frameworks, ROI models, and investment proposals that justify operational and commercial decisions
  • Use SQL and financial modelling independently to validate hypotheses, diagnose friction points, and track transformation initiative success
  • Orchestrate cross-functional delivery across Product, Tech, Marketing, and Operations through influence and alignment
  • Transform complex problems into crisp executive narratives for board updates, strategic proposals, and post-mortems
  • Deep-dive into underperforming processes and redesign them for global scale

What We're Looking For

  • Experience: 5-7 years in top-tier management consulting (MBB), internal strategy/transformation at a high-growth scale-up, or senior operations/chief of staff role with P&L accountability
  • Analytical Rigour: Advanced SQL proficiency and ability to build analytical models from scratch without waiting for reports
  • Communication: Exceptional storytelling and ability to craft compelling executive presentations and written narratives
  • Execution Track Record: Demonstrated history of taking projects from ambiguous briefs to measurable impact in fast-moving environments
  • AI Fluency: Ability to identify and apply AI tools (generative, agentic, analytical) to replace manual effort, improve customer outcomes, and unlock operational leverage; capacity to build adoption cases for non-technical stakeholders

Bonus Qualifications

  • Experience in digital transformation, product-led growth, or travel-tech environments
  • Hands-on experience leveraging AI to transform contact centre operations
  • Fluency in Spanish
  • Exposure to customer experience operations or CX metrics (NPS, CSAT, CES, churn)

What We Offer

  • 100% remote with full flexibility and high-trust ownership culture
  • Direct exposure to C-suite decision-making on critical business challenges
  • Clear growth trajectory with path toward owning a line function or domain leadership position
  • Opportunity to impact the experience of millions of travellers worldwide

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