Growth Markets Customer Service Leader

Domesticandgeneral; Madrid; Remote; EUR 90,000 - 130,000; Full time

Job summary

Domesticandgeneral is seeking a Head of Customer Services to lead end-to-end support across Growth Markets in Europe. You will oversee customer service, complaints, repairs, claims and service delivery with ~200 colleagues and strategic outsourcing partners.

The role combines strategic leadership with operational delivery, requiring strong stakeholder influence, data-driven decision making and a focus on compliant, high-quality customer outcomes.

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 commercial acumen with experience managing operational budgets and driving efficiency improvements.
• A track record of improving customer satisfaction, operational performance and service quality.
• Strong analytical skills with the ability to turn data into action and measurable business outcomes.

Responsibilities

• Own customer service performance across Growth Markets, ensuring consistent delivery, service quality and customer outcomes across every market and channel.
• Create a customer-centric culture that delivers exceptional experiences and strengthens customer loyalty, retention and lifetime value.
• Ensure complaints, claims, repairs and service enquiries are resolved effectively, efficiently and compliantly.
• Lead and develop a large operational function, including internal teams and outsourced partners, creating a high-performance culture built on accountability, engagement and continuous improvement.
• Deliver against service levels, customer commitments and operational targets while balancing quality, efficiency and cost performance.
• Build strong relationships with BPO partners, repair networks, OEMs and suppliers, ensuring consistent service standards and sustainable business performance.
• Lead governance, performance reviews and improvement initiatives across all outsourced and third-party service providers.
• Escalate and resolve service risks, supplier issues and structural challenges to protect customer outcomes and business performance.
• Lead continuous improvement initiatives that simplify customer journeys, remove inefficiencies and improve service quality.
• Maintain the highest standards of regulatory compliance, data integrity and operational control.

Skills

Leadership experience

Multi-market operations

Outsourcing management

Commercial acumen

Customer satisfaction improvement

Analytical skills

Job description

Domesticandgeneral is seeking a Head of Customer Services to lead end-to-end support across Growth Markets in Europe. You will oversee customer service, complaints, repairs, claims and service delivery with ~200 colleagues and strategic outsourcing partners.

The role combines strategic leadership with operational delivery, requiring strong stakeholder influence, data-driven decision making and a focus on compliant, high-quality customer outcomes.