Head of Customer Service

Our client is part of a group of companies with innovation‑based industrial and packaging solutions operating globally. The company designs and manufactures automatic packaging machines for various sectors.

Location: Bologna area

Role

We are looking for a Head of Customer Service to lead the Service Operations team. This is a strategic leadership role with full ownership of customer service performance across our global installed base. The role will manage a team of 15–20 professionals and oversee the following key After Sales business lines:

Main responsibilities

• Lead, empower, and develop the Service Operations team to deliver outstanding customer value and operational efficiency.
• Drive strategic initiatives to enhance customer satisfaction and loyalty.
• Ensure excellence in technical support and customer care, maintaining high performance standards.
• Collaborate with Product Management, Sales, and Engineering to identify and execute growth opportunities in the After Sales domain.
• Foster a culture of accountability, customer‑centricity, and continuous improvement.

Requirements

• Minimum 5 years of experience in technical or commercial roles within industrial customer service, preferably in international environments.
• Proven ability to lead high‑performing teams and manage complex operations.
• Strong business acumen with a P&L mindset and a track record of driving revenue and margin growth in After Sales.
• Strategic thinker with a hands‑on approach and strong execution capabilities.
• Excellent communication and influencing skills across multiple levels and functions.

Seniority level

Director

Employment type

Full‑time

Job function

Customer Service

Industries

Automation Machinery Manufacturing

Bologna, Emilia‑Romagna, Italy