Business Owner — After Sales (Service Excellence)

Keenfinity Group; Ovar; On-site; EUR 120,000 - 160,000; Full time

Benefits offered by this job

Direct ownership of role

Private Equity backing

Small, autonomous Digital & Commercial

AI governance opportunity

Job summary

Keenfinity Group Audio seeks a Global Business Owner — After Sales to shape the future of its global customer service organization. You will define the future service operating model, drive AI enablement and establish scalable standards across our service organization.

As the central interface with IT and executives, you will align Stakeholders, define strategic roadmaps and report progress to senior leadership from Portugal.

Qualifications

• Master's degree in business, engineering or information systems.
• 5+ years in Customer Service, Service Excellence, CRM or Digital Transformation.
• Deep understanding of end-to-end After Sales / C2C in an international setting.
• Experience with Salesforce Service Cloud or similar enterprise service platforms.
• Proven ability to lead cross-functional transformation initiatives.
• Strong analytical, communication and stakeholder management skills.
• Passion for customer experience and AI-driven scalable solutions.

Responsibilities

• Own the global Contact-to-Closure (C2C) process and drive improvement across regions.
• Define and execute the global After Sales strategy, roadmap and governance model.
• Own the Salesforce Service Cloud platform as business owner, including the Repair Center model and technician allocation.
• Align business requirements across Service, Sales, Engineering, Supply Chain, Quality and IT, translating into scalable digital solutions.
• Drive process standardization, AI enablement and automation to improve customer experience and efficiency.
• Act as the primary business counterpart for Product Owners, IT and implementation partners.
• Define and monitor global service KPIs, standards and best practices while driving continuous improvement.
• Lead cross-functional transformation initiatives and establish a scalable global service operating model.

Skills

CRM

Process Management

AI Enablement

Cross-functional leadership

Stakeholder management

Education

Master's degree

Tools

Salesforce Service Cloud

Job description

Company Description

At Keenfinity Group Audio, we are a globally leading provider of innovative professional audio, security and communication solutions. Within our business, globally recognized brands such as Electro-Voice, Dynacord and Telex power communication, collaboration and live experiences around the world.

Company Description

At Keenfinity Group Audio, we are a globally leading provider of innovative professional audio, security and communication solutions. Within our business, globally recognized brands such as Electro-Voice, Dynacord and Telex power communication, collaboration and live experiences around the world.

As part of our Digital & Commercial Excellence organization, we are building a modern, AI-enabled and customer-centric commercial engine that scales with the business, backed directly by Private Equity ownership and a fast, decision-led operating model.

Job Description

We are seeking a Global Business Owner — After Sales to shape the future of our global customer service organization.

As the global business owner for the Contact-to-Closure (C2C) process, you will define the future service operating model, drive process excellence, digital transformation and AI enablement, and establish scalable global standards across our service organization.

Acting as the central interface between Business and IT, you will work closely with Executive Management, Service, Sales, Engineering, Supply Chain, Quality and external partners, as well as the CRM Business Owner and the AI & Business Automation Lead as fellow initiative owners. You report program status through the Strategic Program Lead, who runs cross-portfolio governance across all Commercial Excellence workstreams, and report to the Director Digital & Commercial Transformation, Audio. This role is based in Portugal.

Key Responsibilities

• Own the global Contact-to-Closure (C2C) process and drive its continuous improvement across all regions
• Define and execute the global After Sales strategy, process roadmap and governance model
• Own the Salesforce Service Cloud platform as business owner, including the Repair Center operating model and technician allocation
• Align business requirements across Service, Sales, Engineering, Supply Chain, Quality and IT, translating them into scalable digital solutions
• Drive process standardization, AI enablement and automation to improve customer experience, operational efficiency and business performance
• Act as the primary business counterpart for Product Owners, IT and implementation partners, ensuring successful delivery and adoption of global capabilities
• Define and monitor global service KPIs, standards and best practices while driving business ownership and continuous improvement
• Lead cross-functional transformation initiatives and establish a scalable, customer-centric global service operating model

Qualifications

• Master's degree in Business Administration, Engineering, Information Systems or a related field
• 5+ years of experience in Customer Service, Service Excellence, Process Management, CRM or Digital Transformation
• Deep understanding of end-to-end After Sales / Contact-to-Closure (C2C) processes in an international environment
• Experience with Salesforce Service Cloud or comparable enterprise service platforms from a business ownership perspective
• Proven ability to lead cross-functional transformation initiatives and align diverse business stakeholders
• Strong analytical, communication and stakeholder management skills with a hands-on, results-oriented mindset
• Passion for customer experience, process excellence, AI-driven innovation and scalable global business solutions

Additional Information

What We Offer

• Direct ownership of a newly created role at the center of Audio's AI transformation
• Fast, decision-led environment backed by Private Equity ownership — no legacy bureaucracy
• A tight-knit, four-person Digital & Commercial Excellence team with high autonomy and visibility to executive management
• The opportunity to shape AI governance and adoption from the ground up across a global business