Head of Customer Service, Growth Markets

DGE DGI EUROPE AG; Madrid; Hybrid; EUR 120,000 - 190,000; Full time

Job summary

Domestic & General is seeking a Head of Customer Services to lead a large European operation across Growth Markets, including Spain, Italy and Germany. You’ll own customer service, complaints, repairs and service delivery, partnering with internal teams and outsourcing partners to deliver outstanding customer outcomes.

You will shape strategic direction, manage senior stakeholders and drive efficiency, compliance and continuous improvement across multiple markets while building a scalable

Qualifications

• Experience leading large, multi-market customer operations.
• Proven ability to manage outsourcing partners and service networks.
• Strong commercial acumen with budgets and efficiency improvements.
• Experience with regulated environments and compliance.

Responsibilities

• Lead customer service across Growth Markets, ensuring consistent delivery, service quality and outcomes across all markets and channels.
• Develop and manage internal and outsourced teams to meet service levels and cost targets with accountability.
• Strengthen governance with strategic partners, performance reviews and risk management across providers.
• Drive continuous improvement to simplify journeys, reduce friction and improve customer experience across markets.

Skills

Leadership

Customer service ops

Outsourcing mgmt

Budget mgmt

Data analysis

Stakeholder mgmt

Job description

Domestic & General is seeking a Head of Customer Services to lead a large European operation across Growth Markets, including Spain, Italy and Germany. You’ll own customer service, complaints, repairs and service delivery, partnering with internal teams and outsourcing partners to deliver outstanding customer outcomes.

You will shape strategic direction, manage senior stakeholders and drive efficiency, compliance and continuous improvement across multiple markets while building a scalable