Regional Customer Service Director: Post-Merger

IPL Schoeller; Dublin; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Zusammenfassung

IPL Schoeller in Ireland seeks a Customer Service Director to lead and evolve the regional service strategy across markets, aligning with global objectives and post‑merger integration. You will drive transformation, optimize processes, and ensure consistency in service delivery while partnering with Sales, IT, HR and Legal.

You will build high‑performing, multi‑geography teams, manage budgets, and champion data‑driven improvements to customer satisfaction and loyalty.

Qualifikationen

• Bachelor's degree in Business, Operations, or related field.
• 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.

Aufgaben

• Develop 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.

Kenntnisse

Leadership

Change Management

Stakeholder Management

CRM Experience

Multi-market Leadership

Ausbildung

Bachelor’s degree in Business/Operations

Certifications in Change Management/Six Sigma/Customer Experience

Tools

CRM Systems

Ticketing Tools

Automation Tools

Jobbeschreibung

IPL Schoeller in Ireland seeks a Customer Service Director to lead and evolve the regional service strategy across markets, aligning with global objectives and post‑merger integration. You will drive transformation, optimize processes, and ensure consistency in service delivery while partnering with Sales, IT, HR and Legal.

You will build high‑performing, multi‑geography teams, manage budgets, and champion data‑driven improvements to customer satisfaction and loyalty.