Regional Customer Care Leader, EMEA

This is a fully remote position, open to applicants in Italy.

📋 Description

• Collaborate closely with the Senior Director of Global Customer Care to develop and implement the customer care strategy for EMEA, ensuring alignment between global priorities and regional commercial objectives.

• Take ownership of regional Customer Care KPIs and SLAs, transforming business objectives into actionable plans.

• Work in partnership with senior leaders in Sales, Operations, Supply Chain, and Finance to improve the customer journey.

• Provide guidance to Customer Care Associates, fostering a culture of high performance.

• Manage aspects of the customer order lifecycle, ensuring compliant execution.

• Lead the resolution of intricate customer and operational issues.

• Establish strong governance and performance oversight for Customer Care activities.

• Spearhead the implementation of DBS tools and methodologies within EMEA Customer Care.

• Identify, prioritize, and execute process improvement initiatives throughout the region.

• Advocate for the use of digital tools to enhance Customer Care operations.

⛳️ Requirements

• BA/BS degree in Business Administration, Operations Management, or a related discipline.

• Significant experience in leading customer care or operations functions across multiple countries, with responsibility for performance across various teams.

• Demonstrated success in developing and executing strategic plans within a complex, matrixed manufacturing or distribution setting.

• Proven ability to lead transformation and continuous improvement efforts (Lean, Six Sigma, DBS, or similar methodologies).

• Strong expertise with ERP systems (preferably SAP) and CRM platforms, with a background in driving widespread digital adoption.

• Capability to influence senior stakeholders and work effectively within a global, matrixed organization.

• Proficient in English and at least one additional major European language (Spanish, German, Italian, or French).

🏝️ Benefits

• Health care program

• Paid time off

• Flexible working arrangements