Director of Customer Care | English | Onsite

Our client is a global leader in providing innovative hardware and software solutions that empower retailers and commercial businesses to enhance customer experiences, improve sales productivity, and ensure security. With headquartered in the US, they design and deliver cutting-edge products that blend functionality with aesthetics, meeting the demands of both retailers and customers. 

On behalf of them, we are looking for a Director of Customer Care to oversee operations and customer success across the EMEA regions. This role will lead the operational and customer service team of 20 FTEs, ensuring a seamless experience from inquiry to post-delivery support. You will collaborate with cross-functional teams, including sales, supply chain, and logistics, to meet our business growth objectives. The position reports to the VP of Global Customer Care and is based in the Hoofddorp office.

Key Responsibilities:

• Lead the EMEA Customer Care team, ensuring smooth daily operations and exceptional service delivery
• Develop and refine processes to support business changes and growth objectives
• Manage the full customer service lifecycle, from order inquiries to post-delivery support, ensuring both customer satisfaction and company goals are met
• Oversee demand and supply planning to align with financial targets and regional needs
• Provide direct support to high-profile accounts, including demand forecasting, project management, and resolving escalations
• Maintain financial controls and ensure accurate execution of transactions affecting the office
• Support human resources functions such as recruitment, onboarding, employee relations, and compliance for the regional office
• Supervise administrative roles supporting sales and marketing activities
• Identify opportunities for operational improvement and implement initiatives to optimize performance
• Manage regional projects and initiatives, collaborating with sales leadership to drive growth strategies
• Liaise with US-based teams in product marketing, quality, engineering, and supply chain to ensure alignment with the EMEA market
• Work with local service partners to meet country-specific requirements and ensure smooth operations

Qualifications:

• Bachelor's degree in Business, Management, or a related field
• Experience with tangleble products and B2B are must
• Minimum of 5 years of experience in leading teams and departments
• 10+ years of working experience in customer service, key account management, order management, and supply chain/logistics
• Proven track record in customer-facing roles, managing complex accounts
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Excellent communication skills, with the ability to engage at all levels of the organization
• Independent, resourceful, and able to multitask in a fast-paced environment
• Fluency in English is required; proficiency in Dutch, German, French, Italian, or Spanish is a plus

The way of working & Interview process:
This is a full-time role (40/w) and is a fully onsite role in Hoofddorp office. The interview round consisits of at least 5 rounds, with the final round taking place in the US (reuiqred to fly over).

What's in it for you?
 

• Highly competitive salary
• International and dynamic workplace and team

Could this be something for you? Feel free to apply or contact us for more information at izumi@adamsrecruitment.com.

Please note that we will only consider candidates who already reside and are eligible to work in the Netherlands without time limitation.

The disclaimer: We never request payment from candidates, and we always contact you through our official business accounts and platforms. If someone asks you for money, it’s probably a scam. Please always make sure that the job you’re applying for is listed on our website.

10+ Years