Head of Regional Telemarketing & Ticketing

Carro has carved out a reputation as Asia-Pacific's leading online automotive marketplace. This tech unicorn is a people-centric business with over 4,500 employees in 8 markets who speak 9 languages. Working here, you'll be part of a diverse, inclusive team that drives innovation and change, and find a place that supports your growth and development. Visit us at www.carro.co. Every enquiry to buy a car, sell a car, book a workshop, or raise a complaint enters Carro through ticketing. The Head of Regional Ticketing owns that function across markets and business units: the telemarketing teams that convert leads into transactions, and the customer experience teams that resolve and route everything else. The role also carries a build mandate, taking the department from human-led towards an AI agentic-assisted operating model. Own funnel targets for inbound leads across all markets: appointments booked, show-up rate, conversion to transaction. Optimize lead conversion: qualification quality, pipeline velocity, follow-up discipline. Build contact strategies, scripts and call cadences with sales and marketing, adapted per market. Hold agents and managers to reporting cadence and quality standards. Own resolution and routing for enquiries, complaints and service requests across car purchase, car sale and workshop booking channels. Set intent classification and routing rules so tickets reach the right team first time. Manage escalations and complaint recovery, closing the loop with whichever team caused the issue. Hold response time, first-contact resolution and CSAT to agreed standards. Lead telemarketing/ticketing managers and agents across multiple business units, countries and time zones, onshore and offshore. Set headcount plans and shift coverage against demand patterns in each market. Develop the management layer through coaching, performance reviews and succession planning, acting early on underperformance. Standardise what should be common across marke