Customer Service Director (H/F/X)

Your Missions

• Ensure Group and Brand policies are applied. 
• Manage HQ & overall platform performance (repair leadtime, quality and customer satisfaction) in accordance with Group and Region guidelines. 
• Coordinate internal customer service operations (administration, CS logistics and technical departments). 
• Optimize internal flow and organization on a continuous improvement process and lead business transformation and change management. 
• Perform projects to leverage local synergies to improve the network quality, repair lead-time and productivity. 
• Enhance the external network customer service use in relation with internal network and control sub-contracting costs and internal workload. 
• Prepare, submit and control CS budget & PNL supporting the customer service strategy. 
• Ensure a fluid cooperation with all the manufacture department, optimize both global and local load and capacities.
• Promote 4.0 initiatives, in line with the Maison and Group roadmap.
• Actively participate to the quality feedback loop, to allow the Maison to achieve its ambitious target.

your Profile

• You possess either a master's degree in business or industrial engineering, or a minimum of 15 years of experience in a customer service department, combined with at least 10 years of experience in team management.
• You have proven experience abroad, in a market or on a CS repair platform.
• English - bilingual level required, other language skills are an advantage. 
• You are client-centric, rigorous, results oriented, you are an excellent communicator and a true team player.