Customer Operations Director

Priva; Watford; On-site; GBP 90,000 - 150,000; Full time

Benefits offered by this job

30 days vacation per year

8% holiday allowance

Pension plan

Education budget for personal growth

On-site gym and wellness facilities

Job summary

Priva seeks a Customer Operations Director to lead customer service, order management and sales support across international Building Automation markets. You will ensure fast, reliable service from first contact to final delivery while aligning teams across countries.

The role demands 10+ years in customer service or sales support, 5+ years in leadership, and a track record of driving change. Travel between markets is expected.

Qualifications

• 10+ years in B2B customer service, order management or sales support.
• 5+ years in leadership, including managing team leaders.
• Proven track record of improving processes and leading change across countries.
• Commercial awareness combined with operational discipline.
• Experience with CRM and order management systems; data-to-improvement capability.
• Experience in building automation, technical products or subscriptions is a plus.
• Willingness to travel regularly between teams and markets.
• Fluency in Dutch; strong English; German a plus.

Responsibilities

• Lead and develop teams across multiple countries with clear roles and coached leaders.
• Unify customer service, order management and sales support into one operating model.
• Support Sales by handling requests, following up quotes and orders, and maintaining CRM data.
• Define a clear process for technical questions with Technical Support, from first response to escalation.
• Coordinate with Supply Chain on availability and delivery dates; inform customers and Sales of issues.
• Standardize processes across countries while respecting local languages and market needs.
• Collaborate with IT to improve CRM, OMS and customer portals.
• Leverage customer feedback and data to improve service and share insights with Sales and Product.
• Lead organizational change with HR and country managers while maintaining service levels.

Skills

Leadership

People management

Process improvement

Data-driven

Dutch language

English language

Willing to travel

Tools

CRM software

Order management system

Job description

Customer Operations Director

Do you know how to combine customer focus, commercial awareness and operational excellence?

As Customer Operations Director, you will lead our customer service, order management and sales support teams across our international Building Automation markets.

Your goal is to make sure customers and partners get fast, reliable and consistent service, from their first question to final delivery.

This role is for a leader who sees the bigger picture and knows how to turn it into effective day-to-day operations.

What will you do?

You are responsible for the full customer journey after first contact. That covers answering customer questions and requests, processing orders, following up on quotes, and coordinating deliveries and service. You work closely with Sales, Technical Support, Supply Chain and Finance.

You will:

• Lead and develop teams across multiple countries: set clear roles, coach team leaders, and manage capacity and service levels.
• Bring customer service, order management and sales support together into one way of working, with clear ownership and smooth handovers between teams and countries.
• Support Sales: handle incoming requests, follow up on quotes and orders, and keep customer data in the CRM accurate. Sales keeps ownership of accounts, pricing and targets.
• Set up a clear process for technical customer questions with our Technical Support team, from first response to escalation.
• Work with Supply Chain on product availability and delivery dates, and keep customers and Sales informed when issues come up.
• Simplify processes, reduce manual work, and standardize ways of working across countries while respecting local language and market needs.
• Work with IT to improve how teams use our CRM, order management system and customer portals.
• Use customer feedback and data to improve service, and share insights with Sales and Product.
• Lead the organization through change together with HR and country managers, while keeping service levels high.

In addition:

• You have 10+ years of experience in customer service, order management and/or sales support in a B2B environment.
• You have 5+ years of leadership experience, including managing team leaders and being responsible for service performance.
• You have a proven track record of improving processes and leading change, ideally across multiple countries.
• You combine commercial awareness with operational discipline.
• You have experience with CRM and order management systems, and you know how to turn data into practical improvements.
• Experience in building automation, technical products or subscription services is a strong plus.
• You are fluent in Dutch and professionally proficient in English. German is a plus.
• You are willing to travel regularly between teams and markets.

What you get

In numbers

• A competitive salary based on your experience;
• We find a healthy work-life balance important: working flexible hours combined with 30 vacation days a year and the option to buy more;
• 8% holiday allowance;
• Travel allowance of € 0,23/km with a daily maximum of 150 kilometers.

For your own sustainability

• Be secured with our pension plan;
• Feel engaged and join our participation plan;
• Keep on learning with your personal education possibilities and budget;
• Be happy and fit by using our healthy cafeteria, our free on-premises fitness where you can participate in CrossFit, Pilates and Spinning classes or play table tennis or table football.