Service Director Europe – Dusseldorf, Germany (closed)

Purpose:

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.

Objective:

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.

Responsibilities:

  • 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.
    PREFERRED QUALIFICATIONS:
    • Graduate degree in Marketing/Business Administration or MBA

Question?

Contact Ms. Serena Wang, Email: s.wang@hoitalent.com

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