Head of Customer Service

At VELUX, we give you the chance to grow. To shape your own career. To be part of a company that leads the market in sustainable indoor living. A company that aspires to transform the life of both people and planet. We offer you a world of opportunities – if you have the ability and the drive to take them.The Head of Customer Service will be an integral part of the Market leadership team.Key ResponsibilitiesCustomer Service Strategy and Management: Design and execute the market strategy for the Customer Service department, ensuring seamless delivery from first contact to after-sales support. Ensure the department focuses on quality, responsiveness, and commercial impact. Own customer relationship management across multiple touch points.Operational Excellence: Oversee daily operations, develop and implement processes to prevent recurring issues, monitor feedback and service levels, oversee end‑to‑end operations from order to delivery, promote efficiency and cost control, continuously improve tools and systems, propose effective models (insourcing vs outsourcing), manage after‑sales interventions efficiently, champion occupational health and safety policies.Team Leadership and Development: Lead and mentor the customer service team, ensuring they have the skills and resources necessary for high performance.Performance Management: Monitor and analyze customer service metrics, develop and implement performance improvement plans.Cross‑Functional Collaboration: Collaborate with sales, marketing, and global operational excellence; provide insights to senior management; collaborate across Customer Service teams; support strategic projects, change management, and transformation initiatives.Financial & Performance Management: Align budget planning with strategic priorities, transform the department into a profit source, own and manage the department P&L, drive performance against target KPIs, implement continuous optimization strategies.What we look forStrategic Thinking: Ability to develop and implement strategic Customer Service plans aligned with business objectives; provide strategic recommendations to senior management.Leadership and Management: Strong track record in building teams, driving transformation, delivering commercial impact; inspire and lead a high‑performing Customer Service team.Analytical and Problem‑Solving Skills: Solid financial acumen; strong analytical skills; excellent problem‑solving with proactive approach to challenges.Communication and Interpersonal Skills: Excellent communication with stakeholders; build and maintain relationships; proficiency in Spanish and English; Portuguese a plus.Technology Proficiency: Proficiency in customer service software and tools; experience with data analytics and CRM platforms; comfortable in multicultural cross‑functional environment; Master’s degree in Business, Operations, Engineering, or related field.ScopeCIC, AFS, Advisory servicesKey Performance MetricsService performance KPI such as NPS, CSAT, first time fix, etcCustomer Service P&LWhy Join Us?We’re on a mission to help people transform their homes and workplaces into healthier, brighter spaces through daylight and fresh air. Join a company that values innovation, sustainability, and human‑centric design. You’ll be part of a passionate team where your leadership will shape both the customer journey and operational backbone of our business.About VELUXIn the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof to transform their spaces and live a healthier everyday life with more daylight and fresh air.The VELUX Group is an international, family‑owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations. Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.#J-18808-Ljbffr