We are looking for a strategic leader to oversee global customer experience, driving satisfaction, process improvement, and alignment with commercial goals. This role has significant impact on client relationships, revenue potential, and team success, with responsibilities evolving beyond what's listed here.

Description

• Lead a global team managing application and infrastructure service requests, ensuring timely resolution and high customer satisfaction.
• Oversee a group of consultants and specialists to meet client commitments and follow internal policies and procedures.
• Ensure the customer support function is efficient, productive, and delivers consistent performance across regions.
• Contribute to revenue and cost management strategies through a solid understanding of operational levers.
• Implement and monitor pricing updates, making sure changes are applied accurately and on time.
• Collaborate closely with internal teams to improve the customer experience, setting higher standards for service quality.
• Provide updates on critical issues and ensure proper handling of escalations.
• Promote service excellence by leading quality initiatives focused on customer satisfaction.
• Manage customer feedback processes such as NPS and CSAT, and drive action plans based on insights gathered.
• Track team performance and provide regular reports to support continuous improvement.
• Use data-driven insights to evolve the support organization toward best-in-class standards.
• Drive consistency in global processes and lead efficiency and automation initiatives.
• Ensure adequate task coverage by developing the team's capabilities and aligning individual growth with business needs.
• Promote digitalization and self-service, leveraging conversational AI and knowledge management tools to enhance the support experience.

Profile

• Minimum of 5 years of experience in complex organizational environments, ideally across services and hardware businesses, as well as within the technical industry - preferably in customer support services, IT-related call centers, or dispatch environments.
• Broad functional expertise with strong knowledge in related business areas such as people management and logistics.
• Experience working with both internal and external customers in a proactive and assertive manner.
• Strong understanding of global geography and cultural differences, with the ability to adapt communication and collaboration styles accordingly.
• Solid financial acumen and commercial awareness.
• Proven leadership skills and the ability to lead by example.
• Comfortable dealing with ambiguity and finding solutions in complex situations.
• Self-motivated with strong time management and organizational skills.
• Team player who can also take initiative and work independently.
• Strong communication skills with the ability to influence others effectively.
• Fluency in English is required; proficiency in German or French is highly valued.
• Additional languages such as Dutch, Swedish, Norwegian, or Danish are a strong advantage.
• Strong commercial sense and negotiation capabilities.

Job Offer

• The opportunity to work in a global role within the Technology & Telecoms industry.
• Flex work hybrid regime allowing a balance between office and remote work.
• The chance to lead a diverse and dedicated customer service team.
• A challenging and rewarding role in a leading company.