Chief Customer Service for Growth Markets

Domestic & General; Madrid; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Domestic & General is seeking a Head of Customer Services to lead our Growth Markets operations across Europe, including Spain, Italy and Germany. You will shape customer journeys, drive performance, and manage internal teams with strategic outsourcing partners.

In this high-visibility role, you’ll balance customer outcomes, regulatory compliance, cost efficiency and service quality while guiding senior stakeholders and delivering exceptional experiences at scale.

Qualifications

• Significant leadership experience within customer service, operations, claims, service delivery or contact centre environments.
• Experience leading large, complex, multi-site or multi-market customer operations.
• Proven success managing outsourcing partners, third-party suppliers and service delivery networks.
• Strong analytical skills with the ability to turn data into action and measurable business outcomes.

Responsibilities

• Lead Customer Service Excellence across Growth Markets, ensuring consistent delivery, service quality and customer outcomes.
• Create a customer-centric culture that strengthens loyalty, retention and lifetime value.
• Drive performance with internal teams and outsourced partners, balancing cost, quality and value.
• Transform customer journeys and governance to ensure compliant, efficient service across multiple markets.

Job description

Domestic & General is seeking a Head of Customer Services to lead our Growth Markets operations across Europe, including Spain, Italy and Germany. You will shape customer journeys, drive performance, and manage internal teams with strategic outsourcing partners.

In this high-visibility role, you’ll balance customer outcomes, regulatory compliance, cost efficiency and service quality while guiding senior stakeholders and delivering exceptional experiences at scale.