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London/ Hybrid | £70-80k Fixed + £35-40k OTC
Puzzel: The Low-Down 🔍
Puzzel is the leading European provider for cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.
With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics; growing rapidly in the UK and we are already seeing some great success in the Netherlands since opening the entity in mid-2024, but our ambition is to become the clear European market-leader in the coming years 🚀
Why We're Proud
- Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar
- 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
- Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
- Best Practices Company of the Year 2023
- Consistently high Glassdoor rating
- Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 16th overall for work:life balance in 2025!
- We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness
Read more about us here.
What You'll Do 💻
After a stellar couple of years at Puzzel, our SDR Director is moving overseas which means her role is up for grabs!
The SDR Leader will manage a team of 5 SDRs based across multiple European countries. We are looking for a leader of outbound SDR functions with proven success at not only hitting targets, but also identifying potential and developing the team to the best of their ability.
We have a mixture of new and more tenured talent in the SDR team who are at different stages of their development, so understanding how best to nurture their development will be important.
Core Responsibilities
Sales Process Management
- Oversee the sales pipeline, ensuring a consistent flow of sales qualified leads and opportunities.
- Implement effective sales processes and tools to optimize efficiency and productivity.
- Monitor and report on key sales metrics and KPIs.
Team Leadership and Development
- Lead, mentor, and motivate the sales development team to achieve individual and team targets.
- Recruit, train, and develop top sales talent, fostering a culture of continuous improvement.
- Set clear performance expectations and conduct regular performance reviews.
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Collaboration
- Work closely with Sales and Partner teams, to align account priorities, coordinate outreach strategies, and maximise pipeline generation across direct and partner-led opportunities.
- Work closely with Marketing to ensure best GTM approach, messaging and value proposition.
- Partner with GTM Operations and RevOps to optimise lead scoring, intent data usage, and AI-assisted personalisation workflows.
Strategic Planning
- Develop and implement a strategic sales plan that aligns with Puzzel’s business objectives and revenue goals, that will ensure consistent results in our key ICP verticals.
- Identify new market opportunities and establish strategies to penetrate key markets and industries.
- Stay abreast of industry trends, competitive landscape, and customer needs to inform sales strategies and tactics.
AI Adoption
- Utilise existing AI capabilities to raise the bar on SDR operational efficiency.
- Your role will be to keep enhancing the existing SDR virtual agent ecosystem via Claude, Gong and Clay.
- Stay ahead of emerging technologies and identify opportunities for adoption.
Must Haves 💪
- Proven track record of success managing 3-5 SDRs/BDRs
- Experience managing international/multilingual teams (ideally those physically based in other locations)
- Experience in the SaaS industry
- Understanding of customer pain points & value proposition selling
- Proven success in hitting pipeline created and pipeline closed/won targets
- Proficiency in Salesforce, Gong, Claude, Clay or any similar platforms
- Excellent communication, with a combination of empathy and decisiveness
- Willingness to travel (internationally)
The Nice to Haves ➕➕➕
- Previous knowledge of the CCaaS/customer contact centre/CX industry
The Location
This role will be located in London, with rough expectation of 2 days/week in the office.
What’s In it for You? 💰
- Competitive fixed salary and team quota-based commission
- Flexible, hybrid approach to working; split your time between the office and home
- You get to be part of a fun, driven and supportive team
- Gift on your birthday
- Annual Summer and Christmas parties
- Excellent development opportunities and a great company culture
Puzzel Values 🎯
- Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
- Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
- Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.
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Diversity & Inclusion 🌍
We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.
Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we curreantly have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?
- Our Global Leadership Team (C-suite) has shifted from 100% male at the start of 2023 to 4 men: 5 women.
- We increased our % of female hires from 23.6% in 2021 to 38.5% in 2023 and 41% in 2024! 2025 dipped back to 34% - but this has never been a tick box exercise, so we just want to make sure the trend remains positive.
- We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
- We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
- By raising awareness and transparency, we are hoping to further attract a diverse workforce.
We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.
One Last Thing ☝🏻
Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.
Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.
By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.
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