Vice President, Consumer Operations and Growth

About Circles

Established in 2014, Circles is a pioneering global technology firm transforming the telecommunications landscape through an innovative SaaS platform. This platform enables telco operators worldwide to swiftly launch new digital brands or modernize existing ones, accelerating their evolution into technology-driven companies.

Circles collaborates with major telecom operators such as KDDI Corporation, Etisalat Group, AT&T, and Telkomsel across diverse regions, shaping future telco and digital consumer experiences for millions globally.

In addition to its core SaaS offerings, Circles manages three unique business segments:

• Circles.Life: A wholly owned digital lifestyle telco brand headquartered in Singapore, powered by Circles' SaaS technology and innovative market strategies. It leads Singapore's digital telecom market with accolades for marketing, customer service, and innovative products beyond connectivity.
• Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions through its Experience Cloud platform, enabling enterprises and developers to deliver scalable mobile, messaging, IoT, and connectivity services.
• Jetpac: A specialized travel technology provider offering seamless eSIM roaming across over 200 destinations and novel travel lifestyle products, earning recognition as Travel eSIM of the Year.

Role Summary

The Vice President of Consumer Operations and Growth is a senior leadership position within Circles' Growth Organization. This role requires building and steering a cohesive Subject Matter Expert (SME) team that drives consumer growth across all markets and client engagements. Responsibilities include consolidating SME functions such as Customer Value Management, Marketing (including Digital Marketing), Brand, Research, and Customer Operations into a single high-impact growth engine.

The position focuses on facilitating and enhancing core departments—Revenue and Sales, Build, Operate, Innovation, and Product—by delivering deep consumer insights and execution excellence. It also acts as the senior commercial liaison for platform clients to ensure they meet growth and strategic objectives.

Key Responsibilities

• Lead and unify all SME functions (CVM, Marketing, Digital Marketing, Brand, Consumer Research, Customer Operations) to create a high-performing, data-driven consumer growth organization aligned with commercial goals.
• Provide strategic support internally to departments such as Revenue & Sales, Build, Operate, Innovation, and Product to enhance customer acquisition, retention, monetization, and engagement through consumer expertise.
• Manage senior-level client relationships in platform markets to drive business reviews, growth strategies, and the consistent achievement of commercial targets and KPIs.
• Partner with local teams in Circles-operated markets to boost commercial success, operational efficiency, and growth acceleration.
• Drive revenue growth, margin improvements, and monetization initiatives while supporting business planning, forecasting, and prioritization.
• Own and enhance end-to-end customer experience management, aiming to improve satisfaction, retention, service quality, and operational excellence in customer support.
• Implement and maintain a disciplined weekly operating rhythm across teams and markets, promoting KPI-driven execution, accountability, and governance.

Performance Metrics

• Primary KPIs: Revenue contribution, net subscriber growth, gross margin, EBITDA, and annual client goals.
• Secondary KPIs: Average Revenue Per User (ARPU), Customer Lifetime Value (CLTV), churn rate, and customer acquisition cost (CAC).
• Operational KPIs: Net Promoter Score (NPS), first contact resolution, cost to serve, and adherence to service level agreements (SLA).

Additional Information

Circles promotes a diverse and inclusive workplace, providing equal employment opportunities without regard to race, nationality, gender, disability, or age.

Data Protection: By applying, candidates consent to Circles' candidate data protection and privacy policies, covering the collection, use, and disclosure of personal data in accordance with recruitment purposes. Candidates acknowledge understanding their rights and may withdraw consent, which could affect their application review.

Recruitment Agencies: Only recruitment agencies in Circles’ preferred supplier program will be acknowledged. Unsolicited resumes sent to Circles employees or locations will not be accepted and no fees will be payable for such submissions.