Regional CS Director | Post-Merger Integration Lead

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

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