Customer Service Director

IPL Schoeller; España; On-site; EUR 90,000 - 130,000; Full time

Job summary

IPL Schoeller is seeking a Customer Service Director to lead regional customer service strategy across multiple markets, driving post-merger integration and delivering exceptional customer experiences. You will align service delivery, systems, and cultures post-merger while partnering with Sales, Operations, IT and Legal to ensure seamless execution.

The role requires strategic leadership in customer service operations, change management, and stakeholder engagement, with responsibility for

Qualifications

• Experience leading customer service or operations with regional scope across multiple markets.
• Proven track record in post-merger integration, aligning processes, systems and culture.
• Strong communication and stakeholder management across diverse teams and functions.

Responsibilities

• Develop and execute a regional customer service strategy aligned with global objectives.
• Lead transformation initiatives to elevate customer satisfaction and loyalty.
• Oversee the integration of customer service teams, systems, and processes after mergers or acquisitions.
• Facilitate cultural alignment and change management across legacy organizations.
• Ensure continuity of service and customer experience during transition periods.
• Drive performance improvements through data analysis, process optimization, and technology enablement.
• Monitor and report key service metrics across markets.
• Manage regional budgets and resource allocation to support strategic priorities.
• Build and lead high-performing, geographically dispersed customer service teams.
• Foster accountability, collaboration, and continuous improvement culture.
• Support talent development and succession planning.
• Collaborate with Sales, IT, HR, and Legal to support integration and service delivery.
• Act as senior contact for escalated customer issues and strategic accounts.

Skills

Leadership experience

Change management

Stakeholder management

CRM experience

Data-driven decisions

Cross-functional collaboration

Effective communication

Education

Bachelor's degree in Business/Operations

Certifications in Change Management / Six Sigma / Customer Experience

Tools

CRM systems

Ticketing systems

Automation tools

Job description

On July 1, 2025, IPL Plastics merged with Schoeller Allibert to form IPL Schoeller (the ‘company’). The Company’s operations are split across North America (11 manufacturing plants) and Europe (16 manufacturing plants).

The company is headquartered in Dublin, Ireland. IPL Schoeller is a leading manufacturer of sustainable rigid packaging solutions across a range of end market segments including returnable transit packaging, consumer and industrial packaging, environmental containers and agricultural packaging. The company employs c.4,100 employees across North America (1,600 employees) and Europe (2,500 employees.)

The role

The Customer Services Director is responsible for leading and evolving the customer service strategy across multiple markets within the region. This role plays a pivotal part in ensuring exceptional customer experiences, operational efficiency, and team engagement. In this role, you will collaborate closely with sales, operations, and product development teams to drive improvements that positively impact the customer experience. A key focus of the role is to drive post-merger integration efforts, harmonizing service delivery models, systems, and cultures across newly combined entities. The successful candidate will be a strategic leader with deep expertise in customer service operations, change management, and stakeholder engagement.

As a Customer Service Director at IPL Schoeller you will:

• Develop and execute a regional customer service strategy aligned with global objectives.
• Lead transformation initiatives to elevate customer satisfaction and loyalty.
• Oversee the integration of customer service teams, systems, and processes following mergers or acquisitions.
• Facilitate cultural alignment and change management across legacy organizations.
• Ensure continuity of service and customer experience during transition periods.
• Drive performance improvements through data analysis, process optimization, and technology enablement.
• Monitor and report on key service metrics, ensuring consistent delivery across all markets.
• Manage regional budgets and resource allocation to support strategic priorities.
• Build and lead high-performing, geographically dispersed customer service teams.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Support talent development and succession planning.
• Collaborate with cross-functional teams including Sales, IT, HR, and Legal to support integration and service delivery
• Act as a senior point of contact for escalated customer issues and strategic accounts.

What You Will Bring To The Role

• Bachelor’s degree in Business, Operations, or a related field will be advantageous
• Professional certifications in Change Management, Six Sigma, or Customer Experience are a plus.
• 7+ years of progressive leadership experience in customer service or operations, with at least 5 years in a regional or multi-market role.
• Proven track record of leading post-merger integration initiatives, including systems, teams, and culture.
• Strong understanding of customer service technologies (CRM, ticketing systems, automation tools).
• Experience managing large, diverse teams across multiple geographies.
• Excellent communication, stakeholder management, and conflict resolution skills
• Demonstrated ability to drive strategic change and deliver measurable improvements in customer satisfaction.