Head of Industry Retail & Ecommerce

We turn every customer interaction into an opportunity. We connect conversations, customer data and payments with AI Agents so that companies can deliver personal customer journeys at scale: both online and in person. “The entire customer journey. One platform” What we value Every CM.com colleague, connects to our 4 shared values: Drive and Lead You take initiative, make decisions and recognize opportunities. Making mistakes is part of moving forward. Grow and Learn The growth of our colleagues and our customers is our priority. You like to experiment, learn continuously and actively share knowledge and insights with others. Together and Care We work together and we believe that diverse perspectives lead to stronger outcomes. You value the social side of work, you show genuine interest and care about one another’s well-being. Speed and Change By welcoming AI Agents into our organisation, we fundamentally change how work is done. You are comfortable with change and you love working in a high paced environment. The Role You’ll own how CM.com wins in retail and e-commerce across Europe: a market where every brand is fighting for the customer’s attention, loyalty and wallet, and where you decide how we show up and grow. Shopping no longer happens in one place. People discover a product on social media, ask a question in a chat app, buy online and pick it up in store, and expect the same personal service at every step. Peaks like Black Friday make the pressure visible: service teams get flooded, checkouts need to be fast, and every slow answer costs a sale. AI is changing what is possible, and retailers want partners that connect it all instead of juggling a dozen tools. That is where CM.com comes in: messaging, marketing, customer service, AI and payments on one platform, so a retailer can talk to, sell to and get paid by its customers in one seamless journey. The challenge You are accountable for the growth of an entire European segment, spanning Fashion & Beauty, Manufacturing & Construction, Travel, Grocery & Food, Home & Garden and B2B Commerce. Each of these has its own customers, seasonality and competitors. Your job is to turn that into sharp propositions and a plan that works across countries. You lead a team of Client Executives, so your impact is measured through them: how well they build pipeline, forecast, win big seasonal deals and grow customers from one solution to the full platform. You sit in the Commercial Management Team, report to the Chief Commercial Officer, and shape our industry approach together with the other Heads of Industry. You will - Own the European go to market strategy for Retail & E-commerce and its sub sectors, from market view to targets and priorities. - Lead and grow a team of Client Executives: coach them, set the standard for pipeline and forecasting, and back them on seasonal and peak deals. - Drive growth with existing customers and new logos by selling our full platform as one answer to omnichannel commerce. - Shape propositions per sub sector together with Marketing, Product Management and Development, and steer marketing plans and budget per industry. - Be the face of CM.com in the sector: speak at events, build case studies and references, and keep a close eye on trends and competitors. - Use AI tools actively to improve your own work: experiment, automate, and share what works with your team What success looks like - Revenue and gross profit growth and a healthy pipeline in Europe for the Retail & E-commerce segment - Customer satisfaction - Engagement of your team