Head of Consumer - APAC

Xe.com; Sydney; Hybrid; AUD 250,000 - 360,000; Full time

Benefits offered by this job

Annual discretionary bonus

Discounted private health insurance

20 days annual leave

Birthday day off

ESPP

Mental health support

Volunteer day

Job summary

Xe.com is seeking a Head of Consumer for APAC in Sydney. You will own the consumer strategy, pricing and growth across Australia and New Zealand, leading Sales, Customer Success, Marketing, Product and Operations to deliver revenue and lifetime value.

This role requires strong cross-functional leadership and a deep understanding of regulated financial services. You will influence regional and global teams, drive performance, and optimize the end-to-end consumer journey while maintaining a

Qualifications

• Extensive experience in a senior leadership role in consumer financial services or FinTech.
• Strong understanding of customer lifecycle management and pricing strategies.
• Proven ability to build, lead and scale high-performing teams.
• Exceptional analytical and commercial skills with data-driven decision making.
• Outstanding communication and collaboration across functions and regions.
• Strategic thinker who translates strategy into execution.
• Experience in regulated financial services with compliance and risk knowledge.
• Customer-centric, commercially minded in a complex global organisation.

Responsibilities

• Develop and execute the APAC Consumer strategy and growth plans across Australia and New Zealand.
• Own the end-to-end commercial performance of the Consumer business across acquisition, activation, engagement, retention and lifetime value.
• Establish performance objectives and align stakeholders behind strategy and outcomes.
• Monitor market dynamics, competitor activity and customer behaviour to identify growth opportunities.
• Lead Consumer service and sales performance with regional teams against SLAs and targets.
• Collaborate with global teams to optimize customer journeys and product propositions.

Skills

Senior leadership

Strategic thinking

Analytical & commercial skills

Communication & collaboration

Data-driven decision-making

Compliance knowledge

Customer-centric mindset

Job description

At Xe, we live currencies. Behind every exchange, query or transaction is a person or business trying to accomplish something important — and we exist to help them do it better.

Description

Head of Consumer – APAC

Location: Sydney (Hybrid)

Reports to: Managing Director, APAC

About Us

At Xe, we live currencies. Behind every exchange, query or transaction is a person or business trying to accomplish something important — and we exist to help them do it better. Founded in 1993, Xe launched one of the world’s first digital currency platforms and has since grown to over 280 million users globally. Since joining Euronet Worldwide (NASDAQ: EEFT) in 2015, Xe has combined global scale with the agility of a digital-first business, powering money movement for consumers, SMEs and Fortune 500 companies. We’re ambitious about becoming the world’s most used, most loved and most trusted currency exchange service. We’re proud of how we work, but most importantly why we work: to empower people with knowledge, transparency and seamless currency services.

About The Role

The Head of Consumer is the senior regional owner of the APAC Consumer strategy, proposition and commercial performance, bringing together the capabilities of Sales, Customer Success, Care, Marketing, Growth, Product, Pricing, Partnerships and Operations to deliver sustainable consumer growth.

The role is responsible for developing and executing the Consumer strategy across Australia and New Zealand, with accountability for revenue growth, profitability, customer acquisition, retention, engagement, wallet share and overall customer lifetime value.

Working across both regional and global teams, the Head of Consumer will translate market opportunities and customer needs into compelling propositions, effective go-to-market strategies and measurable commercial outcomes. The role requires a highly collaborative leader who can influence across functions and geographies, while maintaining clear accountability for the performance and customer experience of the APAC Consumer business.

Key Responsibilities

Consumer Strategy & Commercial Performance

• Develop and execute the APAC Consumer strategy and growth plans across Australia and New Zealand, with a focus on increasing market share, revenue, customer value and profitability.
• Own the end-to-end commercial performance of the Consumer business across acquisition, activation, engagement, retention, wallet share and customer lifetime value.
• Establish clear performance objectives and priorities for the Consumer business, ensuring regional and global stakeholders are aligned behind the strategy and commercial outcomes.
• Continuously monitor market dynamics, competitor activity, customer behaviour and emerging opportunities to identify new sources of sustainable growth.

Customer Experience & Service Delivery

• Lead consumer service and sales performance across the Customer Success and Digital Sales teams, ensuring agreed service and sales SLAs are consistently met or exceeded.
• Optimise the customer experience across the consumer lifecycle, with a particular focus on conversion, retention, repeat usage and wallet share capture.
• Partner with regional Care leadership to ensure the global Care function effectively supports APAC Consumer customers, meets service levels, improves the customer experience and resolves customer complaints quickly and effectively.
• Use customer feedback, service data and root-cause analysis to identify and drive improvements to the overall consumer experience.

Proposition, Product & Pricing

• Develop, refresh and own compelling Customer Value Propositions (CVPs) across Consumer segments in Australia and New Zealand, ensuring the right combination of product features, differentiated benefits, pricing and service levels for each segment.
• Partner closely with Marketing, Growth, Product and Customer Experience teams to optimise the end-to-end consumer journey and improve acquisition, activation, retention and lifetime value.
• Own the regional go-to-market and in-market delivery of new consumer products and propositions, coordinating cross-functional teams to maximise launch effectiveness, customer uptake and commercial returns.
• Partner with the Global Pricing team to develop and implement pricing strategies that balance customer adoption, market competitiveness, revenue, margin and retention.

Partnerships & Growth

• Collaborate closely with local Partnerships teams to identify and execute Consumer growth opportunities, including strategic initiatives, pilots, new product launches and referral partnerships.
• Support the identification and development of new partnership opportunities, including winning RFPs and landing and expanding strategic referral partners.
• Provide ongoing Consumer segment expertise and support to strategic partnerships to maximise customer acquisition, transaction volumes and customer value.

Operational & Cross-Functional Leadership

• Work closely with global Revenue Operations and Sales Operations teams to support strategic initiatives, ensuring alignment between regional strategy, global programmes, annual targets and ongoing performance reporting.
• Partner with APAC Compliance leadership to ensure the Consumer business meets its regulatory, risk and customer obligations across Australia and New Zealand, while maintaining a commercially effective and customer-centric experience.
• Build strong cross-functional accountability across regional and global stakeholders, influencing priorities, investment and execution to deliver Consumer objectives.

Performance Management & Reporting

• Establish and maintain a robust Consumer performance management framework covering key metrics including acquisition, conversion, activation, transactions, active customers, retention, revenue, profitability, customer experience, product adoption and lifetime value.
• Provide regular, insightful reporting to senior leadership, translating performance data into clear recommendations, priorities and actions.
• Use data, customer insight and commercial analysis to inform investment decisions, identify performance gaps and continuously improve the Consumer strategy.

Measures of Success

Success in the role will be measured through a combination of commercial, customer and operational outcomes, including:

• Growth in Consumer revenue, margin and market share across Australia and New Zealand.
• Growth in active Consumer customers and transaction volumes.
• Improved customer acquisition, conversion and activation.
• Increased customer retention, repeat usage and wallet share.
• Increased adoption and commercial performance of new products and propositions.
• Improved customer experience and service performance.
• Improved operational efficiency and cross-functional execution.

Experience & Skills Required

• Extensive experience in a senior leadership role, ideally within consumer financial services, payments, FX, banking or FinTech.
• Strong understanding of consumer market dynamics, customer lifecycle management, customer value propositions and pricing strategies.
• Demonstrated experience building, leading and scaling high-performing teams.
• Exceptional analytical and commercial skills, with a strong understanding of performance metrics, customer economics and data-driven decision-making.
• Outstanding communication, influencing and collaboration skills, with the ability to work effectively across multiple functions, markets and geographic regions.
• Strong strategic thinking combined with the ability to translate strategy into practical execution and measurable commercial outcomes.
• Experience working within regulated financial services environments, with a strong understanding of compliance, risk and regulatory frameworks.
• Highly customer-centric, commercially minded and comfortable operating in a complex, matrixed global organisation.

Perks & Benefits

• Competitive market-based salary
• Annual discretionary bonus
• Discounted private health insurance
• 20 days annual leave, increasing with each year of service up to a maximum of 25 days
• Paid day off for your birthday
• Discounted Euronet Employee Share Purchase Plan (ESPP)
• Plumm Mental Health and Wellbeing support
• One paid volunteering day per year for a charity of your choice