PRPeter Rehn
@peterrehn
Senior Customer Experience & Operations Leader with 15 years of expertise.
SpainWhat I'm looking for
With over 15 years of global experience in SaaS support and customer success, I am a Senior Customer Experience & Operations Leader dedicated to driving operational excellence and implementing scalable remote-first systems. My career has been marked by a proven ability to lead distributed teams, optimize processes, and deliver exceptional customer satisfaction. I take pride in achieving a 92% CSAT and a 60+ NPS, while effectively reducing attrition and time-to-resolution.
In my recent role as Head of Response Centre at Task Ltd, I led a team of over 30 support staff, enhancing company-wide customer experience by optimizing R&D and go-to-market support. My previous experience as Global Director at BMC Software allowed me to manage global SaaS support for over 10,000 customers, where I successfully cut response times and launched innovative triage systems. My commitment to excellence and transformation has consistently driven results and improved team performance.
Experience
Work history, roles, and key accomplishments
Head of Response Centre
Task Ltd
Jan 2022 - Present (3 years 6 months)
Led a team of 30+ support staff across remote and onsite roles. Improved company-wide CX by optimizing R&D and go-to-market support. Reduced attrition, standardized processes, and drove compliance with health and safety regulations.
Global Director – Customer Contact Centre & Support
BMC Software
Jan 2019 - Present (6 years 6 months)
Directed global SaaS support for 10,000+ customers with a team of 30. Managed offshore L1 team in India, cutting response time from 30s to 12s. Launched global chat and ticket triage systems, reducing TTR by 1+ day. Achieved 92% CSAT and 60+ NPS by streamlining processes and CX strategy.
Senior Manager – Global Support
BMC Software
Jan 2015 - Present (10 years 6 months)
Built new APAC support team in Singapore in under 9 months. Improved CSAT from 88% to 91.5% and reduced headcount while increasing productivity. Project-managed implementation of cloud phone system and on-call tools. Drove self-service enhancements and knowledge base un-gating.
Manager – Global Contact Centre
BMC Software
Jan 2013 - Present (12 years 6 months)
Oversaw 25+ staff, optimized headcount, and led Salesforce CRM rollout. Managed vendor partnerships in China; cut attrition from 20% to <10%. Received internal “Star Award” for leadership and transformation.
Associate Manager – EMEA Support
BMC Software
Jan 2011 - Present (14 years 6 months)
Led EMEA care team; improved CSAT from 80% to 88%. Integrated partners and vendors; uplifted productivity and resolution times.
Education
Degrees, certifications, and relevant coursework
UCD Professional Academy
Diploma, Artificial Intelligence for Business
Grade: Merit
Completed a Diploma in Artificial Intelligence for Business, achieving a Merit.
Institute of Public Administration
Bachelor of Business Studies (Hons), Business Studies
Grade: Hons
Obtained a Bachelor of Business Studies with Honors from the Institute of Public Administration.
Tech stack
Software and tools used professionally
Availability
Location
Spain
IrelandSalary expectations
Social media
Job categories
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