VP, Consumer Operations & Growth at Circles in Singapore, Singapore

VP, Consumer Operations & Growth Location: Singapore Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally. Besides its SaaS business, Circles operates three other distinct businesses: Circles.Life: A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles’ SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire: A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac: Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year. Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers. Role - VP, Consumer Operations & Growth Location - Singapore Exp - 18+yrs Role Summary The VP, Consumer Operations & Growth is a senior leadership role within the Circles Growth Organization, responsible for building and leading a unified SME (Subject Matter Expert) capability that drives consumer growth across all Circles markets and client engagements. This role owns and integrates all SME functions — including Customer Value Management (CVM), Marketing, Digital Marketing, Brand, Research, and Operations (SIM ordering, inventory management, customer service, and customer experience) — into a single, high-performance growth engine. The primary mandate of this role is horizontal enablement: supporting and strengthening core business functions including Revenue & Sales, Build, Operate (for Circles-run markets), Innovation, and Product through deep consumer expertise and execution excellence. In parallel, this role serves as the senior commercial point of engagement for platform clients, ensuring client accounts achieve their commercial objectives, growth targets, and strategic outcomes. The ideal candidate combines strong commercial acumen with operational rigor and has the ability to translate strategy into measurable execution in fast-paced, high-growth environments. Operating Model 1. Internal Horizontal Support Act as the SME backbone for all Circles departments by enabling Revenue & Sales, Build, Operate, Innovation, and Product teams with the right consumer insights, growth strategies, and execution support to drive commercial outcomes. 2. Client Engagement (Platform Markets) Lead strategic engagement with platform clients in markets where Circles provides the platform but does not directly operate the business. Drive proactive recommendations, account growth, and achievement of commercial KPIs. 3. Own-Run Market Support Partner with local operating teams in Circles-run markets to improve commercial performance, optimize operations, and accelerate growth outcomes. Core Mandate Build and lead a unified SME growth engine across all consumer functions Enable internal business functions through deep consumer expertise and execution support Drive subscriber growth, ARPU expansion, retention, and churn reduction across markets Manage strategic client relationships and ensure platform market success Define, track, and deliver annual commercial and operational targets Translate business strategy into structured weekly execution cadences Strengthen customer experience, operational efficiency, and monetization outcomes Key Responsibilities 1. SME Function Leadership Lead and integrate all SME functions including: CVM Marketing Digital Marketing Brand Consumer Research Customer Operations Build a high-performance, data-driven consumer growth organization Ensure alignment between commercial strategy and execution 2. Horizontal Support to Internal Departments Serve as the primary SME partner for: Revenue & Sales Build Operate Innovation Product Provide strategic and operational support to improve customer acquisition, retention, monetization, and engagement Drive cross-functional collaboration and execution discipline 3. Client Engagement & Account Management Own senior stakeholder engagement across platform clients Conduct regular business reviews and growth discussions Provide proactive commercial recommendations to improve client performance Ensure client commercial targets and KPIs are consistently achieved 4. Own-Run Market Commercial Oversight Support local market teams in achieving growth and profitability goals Identify opportunities for revenue acceleration and operational improvement Ensure consistency in execution standards across markets 5. P&L Contribution & Commercial Delivery Drive revenue growth, margin expansion, and monetization strategies Support business planning, forecasting, and commercial prioritization Improve unit economics and overall commercial efficiency 6. Customer Experience & Care Own end-to-end customer experience strategy and execution Improve customer satisfaction, retention, and service quality Drive operational excellence across customer support functions 7. Operating Rhythm & Governance Establish a disciplined weekly operating cadence across functions and markets Drive KPI-led execution and accountability Implement structured performance tracking and governance frameworks KPIs Primary KPIs Revenue Contribution Net Subscriber Adds Gross Margin & EBITDA Annual Client Targets Secondary KPIs ARPU (Average Revenue Per User) CLTV (Customer Lifetime Value) Churn Rate CAC (Customer Acquisition Cost) Operational KPIs NPS (Net Promoter Score) First Contact Resolution Cost to Serve SLA Adherence Circles is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, disability or age. 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