Head of Operations Customer Service & After Sales - Iberia VELUX Alcobendas, Community of Madrid, Spain
At VELUX we give you the chance to grow and shape your own career. To be part of a market‑leading company in sustainable indoor living.
Responsibilities
Design and execute the market strategy for the Customer Service department, ensuring seamless delivery from first contact to after‑sales support.
Own customer relationship management across multiple touch points, ensuring a consistent experience.
Oversee daily operations, process improvement and end‑to‑end order management to deliver efficient service.
Monitor customer feedback, metrics, and complaints to identify improvement opportunities.
Lead and mentor the customer service team, fostering a high‑performance culture.
Collaborate with sales, marketing, and integral Operational Excellence to ensure a seamless customer journey.
Align budget planning with strategic priorities and manage the department P&L.;
Qualifications
Strategic thinker with a track record of developing customer service plans aligned with business objectives.
Strong leadership, proven ability to build and transform teams with commercial impact.
Analytical skills to interpret complex data and provide actionable insights.
Excellent communication skills in Spanish and English; Portuguese a plus.
Experience with customer service software, CRM platforms, and data analytics.
Master’s degree in Business, Operations, Engineering, or related field.
Proficiency in managing multi‑channel customer service operations.
Why Join Us We’re on a mission to transform homes and workplaces into healthier, brighter spaces through daylight and fresh air. Join a passionate team where your leadership will shape both the customer journey and the operational backbone of our business.
Equal Opportunity Employer VELUX Residential is committed to equal opportunity. All employment decisions are consistent with the principle of equal employment opportunity and only job‑related qualifications are required.
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