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 integral 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.