We are looking for a Service Director to lead our Customer Consumer Service team across Iberia, taking full responsibility for service operations and driving a profitable, customer-centric service business in Spain and Portugal.
As a key member of the Iberian Management Team, you will play a strategic role in shaping our service culture, ensuring operational excellence, and identifying new business growth opportunities aligned with our global service vision.
Key Responsibilities
Leadership & Performance
* Lead and develop the market-based service teams, ensuring engagement, satisfaction, and high performance.
* Manage and drive service operations performance, ensuring operational efficiency and customer satisfaction.
* Oversee the Service P&L, ensuring profitable growth and sound financial management.
Operational Excellence
* Implement and monitor the Service Blueprint in the Iberian market, ensuring alignment with global and regional standards.
* Collaborate closely with Cluster and Regional Service Directors to ensure consistent operations and best practice sharing.
* Drive the service budget process, ensuring targets are aligned with business objectives.
Business Development
* Identify growth opportunities and market trends to expand the service business.
* Monitor competitor activities and translate insights into strategic actions.
* Contribute to the global service development strategy, fostering innovation and sustainable growth.
Your Profile
* 7+ years experience in leading a B2C service organization
* Strong business acumen and experience managing P&L and budgets.
* Demonstrated ability to lead and develop multidisciplinary teams .
* Experience to work in a matrix organization
* Strategic mindset with a hands-on approach to execution.
* Profound understanding of service operations and processes
* Excellent communication skills in English and Spanish (Portuguese is a plus).
* Based in Spain, with the ability to travel across the region when needed.
Why Join Us?
* Be part of a dynamic, forward-thinking organization committed to service excellence.
* Take a leading role in shaping the customer experience strategy in one of our key markets.
* Collaborate with passionate teams across Europe and contribute to global service innovation.