Global After-Sales Leader - AI & Service Cloud

Keenfinity; Ovar; On-site; EUR 90,000 - 150,000; Full time

Job summary

Keenfinity Group Audio is seeking a Global Business Owner — After Sales to shape the future service operating model and drive AI-enabled transformation across regions. You will own the C2C process, define the After Sales strategy, and partner with IT and external partners to deliver scalable digital solutions.

Based in Portugal, this senior role requires leading cross-functional teams, aligning stakeholders, and delivering global service KPIs with a customer-centric focus.

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.

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.

Education

Master's degree in Business Administration, Engineering, Information Systems or a related field

Tools

Salesforce Service Cloud

Job description

Keenfinity Group Audio is seeking a Global Business Owner — After Sales to shape the future service operating model and drive AI-enabled transformation across regions. You will own the C2C process, define the After Sales strategy, and partner with IT and external partners to deliver scalable digital solutions.

Based in Portugal, this senior role requires leading cross-functional teams, aligning stakeholders, and delivering global service KPIs with a customer-centric focus.