Service Director Europe – Dusseldorf, Germany (closed)


Our client is one of the top home appliance providers with more than 5,000 employees around the world with corporate offices in Canton, Ohio; Dusseldorf, Germany; Tokyo Japan and Suzhou, China, and has successfully launched products in over 30 countries on 6 continents including United States of America, Canada, Germany, Switzerland, France, Japan, Malaysia and Australia. The company is now looking to expand their service team and looking for a new role with extensive knowledge.


This role is responsible for the overall European consumer service delivery for our client.  Accountabilities within this role span strategy, planning and execution. Key deliverables include: long term strategic service plans in alignment with headquarters leadership; customer satisfaction; revenue generation.  The Service Director – Europe will effectively enhance, localize, and deliver the global service strategy and customer satisfaction in Europe.


  • Leads the delivery of the multi-year Customer and Product Service plan for European markets by ensuring delivery of consumer satisfaction and financial commitments;
  • Leads annual European customer satisfaction and product service plans that deliver financial objectives and manages all elements of the customer service mix;
  • Stewards the after-market brand experience – guides and instills in the organization the ability to satisfy the customer;
  • Ensures the European consumers are at the center of product service decision;
  • Delivers brand positioning alignment with global brand teams to ensure consistent global brand profile;
  • Attracts, retains and develops top talent.

Relationships and Roles:

Internal / External Cooperation

  • Leads an integrated service team of 2, spanning customer service and technical service;
  • Works with European Sales and Marketing Directors to ensure customer satisfaction and product service support are executed effectively and efficiently to meet business objectives;
  • Engages with third party service providers to ensure policies and metrics are delivered;
  • Liaises with global service and product managers to drive synergies and share best practices and execute global service strategy.

Job Specifications:

  • Undergraduate degree in Marketing, Engineering or related fields;
  • Minimum of 10+ years of business experience with a history or demonstrated business success;
  • Specific customer satisfaction and product service expertise including experience in field service, technical support and experience in working directly and indirectly with major customers;
  • Extensive knowledge of the CPG industry;
  • Demonstrates dynamic team leadership and ability to coach to build talent and lead through others;
  • Specific experience in managing third party providers to deliver corporate objectives;
  • Strategic Agility: Anticipate future consequences and trends accurately and create competitive and breakthrough strategies and plans;
  • Innovation Management: Identify and bring ideas to the market by effectively managing the creative and implementation process;
  • Managing Vision and Purpose: Optimistically communicate a compelling and inspired vision or sense of core purpose, inspiring and motivating entire units or organizations;
  • Motivate and Engage Others: Create a climate where people want to do their best work;
  • Deals with Ambiguity: Able to navigate and perform in ambiguous circumstances;
  • Drive Results: Able to make tough, informed decisions quickly to keep performance on track;
  • Collaboration & Listening: Able to drive collaboration across business, functions and Customer Development;
  • Entrepreneur can-do attitude to find ways to break down growth barriers;
  • Ability to travel up to 25{1a0bc6875de3b25c9f655b7bf062064ffce8666b3a7c1a8d92c382e28e4d4146} of the time.
    • Graduate degree in Marketing/Business Administration or MBA


Contact Ms. Serena Wang, Email:

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