With King Living now operating in eight global markets, ensuring a consistent customer service experience is no easy feat. No-one knows this better than Dusan Radovanovic, King Living Global Operations Manager – Customer Service. 

Dusan and his team of 80+ are responsible for the post-sale conversations – for example dispatch or warranty queries – that happen with King Living customers. The global nature of the business means 24/7 operations for the team. This ensures customers receive the support they need, when they need it, no matter where in the world they’re located. 

"What really drew me to this role was the global nature of the business and the accountability that comes with it," explains Dusan. "At the same time, I was equally intrigued by King Living’s identity as a privately owned Australian company." 

"The role comes with its challenges, but the vertical integration model gives us full control over every aspect of our product," Dusan explains. "There’s always something new to learn, and we’re all actively involved in driving change and growth within the business." 

Dusan shares more about his commitment to a seamless global approach to customer service, how his team is bringing this to life and his vision for the future.

The King Living Tottenham Court Rd Showroom, London.

Adapting to regional nuances

Managing customer service across King Living global markets means navigating a variety of regional differences.  

“Our ways of working differ across regions—what works in the UK isn’t necessarily the same as in the US or Australia,” notes Dusan. “One of my biggest challenges right now is aligning workflows and processes across all teams to create consistency and reduce confusion.” 

For Dusan, the challenge is not only in addressing these nuances but also in ensuring that the King Living service remains consistent. This requires a deep understanding of both cultural and operational differences while ensuring that customers in each market feel valued and understood. 

In response to these challenges, Dusan and his team are constantly refining their approach.  

“We take a proactive approach to journey mapping, ensuring we understand every stage of our customers’ interactions with us,” he explains. “This also helps us identify which processes work best in each region and find opportunities to align them wherever possible.” 

Prior to joining the team at King Living, Dusan worked in customer experience at Domain. In his current role, he leans heavily on that experience – particularly his experience with technology and innovation to align business processes and systems. 

“At Domain, a key part of my role was driving innovation in how we aligned the customer experience across different businesses under the Domain umbrella,” he recalls. “At King Living, the focus is on regions rather than businesses, but the approach remains the same.” 

Dusan at the King Living Design & Support Centre, Sydney.

The importance of leadership and culture

Dusan believes that effective leadership is about more than just managing tasks – it’s about fostering trust and collaboration within the team. As a leader, he is committed to creating a supportive environment where his team can thrive.  

“Strong, trusting leadership is something I value deeply,” he reflects. “I believe that when leaders foster genuine connections with their teams, it creates an environment where people feel empowered, engaged, and aligned toward a common goal. What’s important to me as a leader is building that trust and rapport, ensuring that everyone is not just on board with the vision but also feels invested in shaping it.” 

He achieves this with a culture of open communication and collaboration to drive innovation and process improvements.  

“Nothing is off limits,” he adds. “If someone on the team has a great idea, I’m always open to hearing it. Some ideas work, some don’t, but what truly matters is fostering an environment where every team member feels empowered to contribute and be part of the solution.” 

Vision for the future

Looking ahead, Dusan envisions a future where the customer service at King Living is as renowned as the products. His goal is to further elevate the service experience to match the company’s well-known commitment to quality and innovation.  

“Customers recognise the King Difference,” he says. “I want our customer service to be just as much a differentiator as our modularity, steel frame, and commitment to sustainability. 

“When a customer speaks to our team, I want them to instantly recognise that they’re dealing with King Living—not just because of the product, but because of the service. It’s about the depth of our product knowledge, the quality of our solutions, and the level of care we provide at every touchpoint.” 

With a clear vision for the future, Dusan is determined to make King Living customer service a defining feature of the brand’s global reputation.

Explore current opportunities with King Living or discover more King Living team member stories: 

• Jamin Daniels: Redefining the King Living customer experience
• Rodney Misso: Crafting a global brand environment for King Living
• Maryam Esfahani: From agency to in-house: a career evolution with King Living
• Mathew Milne: A global retail career with King Living