George Karofylis

Accomplished Customer Experience & Support Executive with nearly two decades of progressive leadership driving strategy, high-margin revenues, and operational scale across global SaaS, enterprise tech, and digital commerce. Deep expertise managing $12M+ P&L revenues, achieving world-class profitability (82% Gross Margin in Managed Services), and protecting revenue for customer portfolios exceeding $350M+ ARR. Proven track record scaling large global teams (up to 100+ headcount), executing seamless post-M&A operational integrations, and pioneering modern, AI-augmented CX ecosystems—deploying Agent Copilots and automated knowledge bases that cut TTR by 33% while boosting CSAT to an industry-leading 98%.

Global Head of Customer Experience - HiBob (Pento) - United Kingdom and United States

(2022-06)

Global responsibility across Customer Support, Payroll Operations, Managed Services and Professional Services, supporting customers across the UK and US. Member of the senior leadership team responsible for operational performance, customer outcomes, service quality, workforce planning, financial management, organisational effectiveness and service transformation.

• Lead multi-disciplinary customer operations teams delivering support and operational services across multiple customer channels.
• Set strategic direction for customer operations, aligning service delivery with organisational goals and customer needs.
• Provide executive leadership across service performance, operational risk, workforce planning and customer experience.
• Lead geographically dispersed teams while fostering a culture of accountability, collaboration and continuous improvement.
• Develop leadership capability and succession plans to support organisational growth.
• Accountable for operational performance including customer satisfaction, service quality, response times, productivity and customer outcomes.
• Established operational governance frameworks providing visibility of service performance, customer demand and operational risks.
• Implemented workforce planning and resource management models to effectively manage fluctuating customer demand.
• Led service recovery initiatives and executive-level customer escalations to improve customer outcomes and trust.
• Utilise customer feedback, operational insight and performance data to drive continuous improvement initiatives.
• Reduced manual operational activity by 70% through automation and process redesign.
• Increased customer self-service adoption through digital service enhancements and AI-enabled customer journeys.
• Delivered significant efficiency improvements through workflow optimisation and operational redesign.
• Partner with technology and operational stakeholders to improve customer journeys and service delivery effectiveness.

UK Customer Experience Manager - Xero - United Kingdom

(2020-01 - 2022-06)

Led the creation and growth of Xero's UK Customer Experience operation during a period of rapid expansion.

• Built and led a customer operations hub of over 120 colleagues supporting accounting, banking and payroll services.
• Managed operational performance across customer satisfaction, service levels, quality assurance, productivity and response times.
• Developed workforce planning and resource management frameworks to support increasing customer demand.
• Improved customer satisfaction scores by eight points through coaching, quality management and customer feedback programmes.
• Reduced customer response times by 25% through operational redesign and process improvement.
• Led complex customer escalations and service recovery programmes, ensuring positive customer outcomes.
• Introduced performance management frameworks and leadership development programmes adopted across international operations.
• Maintained employee engagement scores above +50 eNPS through strong people leadership and culture development.
• Represented UK operations in global transformation and service improvement initiatives.

Head of Customer Experience - PerfectHome Retail Services - United Kingdom

(2006-07 - 2019-12)

Held senior leadership responsibility for customer service operations during a period of significant organisational change and business transformation.

• Led national customer service operations across contact centres, sales support and back-office functions.
• Managed large operational teams responsible for customer service delivery and performance.
• Led transformation from a traditional retail operating model to a digital-first customer service approach.
• Developed and implemented customer service standards, quality assurance frameworks and performance management processes.
• Improved customer retention and service outcomes through customer-focused operational improvements.
• Introduced customer journey improvements and service redesign initiatives to improve customer experience.
• Managed operational budgets and resources to ensure effective service delivery and value for money.
• Built leadership capability and succession pathways across customer operations teams.