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Head of Customer Service

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VELUX Alcobendas, Community of Madrid, Spain Head of Customer Service – Iberia – VELUX At VELUX, we give you the chance to grow, shape your own career, and be part of a company that leads the market in sustainable indoor living. We aspire to transform the life of both people and planet, offering a world of opportunities for those with the ability and drive to take them. Key Responsibilities Customer Service Strategy and Management Design and execute the market strategy for the Customer Service department, ensuring seamless delivery from first contact to order to after‑sales support for homeowners, dealers, and installers. Ensure the department focuses on quality, responsiveness, and commercial impact. Own the customer relationship management (CRM) across multiple touch points—including website, contact center, chatbot, advisory service, and technicians—to provide a consistent experience. Oversee the resolution of complex customer issues and complaints. Operational Excellence Oversee daily operations to ensure efficiency and quality. Develop and implement processes to prevent recurrent issues and improve overall customer experience. Monitor customer feedback, service levels, and complaints to identify improvement areas. Manage end‑to‑end operations from order management to delivery and after‑sales. Promote efficiency, agility, and disciplined cost control. Continuously improve tools, systems, and processes to eliminate redundancies and unlock synergies. Propose and implement the most effective models (insourcing vs outsourcing). Establish and optimize after‑sales intervention processes. Champion occupational health and safety laws, practices, policies, and legal requirements. Team Leadership and Development Lead and mentor the customer service team, fostering a culture of high performance and professional development. Ensure the team has the skills and resources necessary to succeed. Performance Management Monitor and analyze customer service metrics to assess performance and identify improvement areas. Develop and implement performance improvement plans for staff. Cross‑Functional Collaboration Collaborate with sales, marketing, and global operational excellence to ensure a seamless customer experience. Provide insights and recommendations to senior management based on data and feedback. Collaborate across SWE Customer Service teams and beyond to improve service blueprints and share insights. Team Leadership & Culture Foster a high‑performance, inclusive, and feedback‑driven culture. Support leadership development and cross‑functional collaboration. Support strategic projects, change management, and lead key transformation initiatives. Manage change processes with clear communication and stakeholder alignment. Financial & Performance Management Align budget planning with strategic priorities. Transform the department into a profit source by identifying revenue opportunities. Own and manage the department P&L. Drive performance against targets and KPIs, implementing continuous optimization strategies. What We Look For Strategic Thinking Ability to develop and implement strategic customer service plans aligned with business objectives. Experience providing strategic recommendations to senior management. Leadership and Management Strong track record in building teams, driving transformation, and delivering commercial impact. Strong leadership skills with the ability to inspire and lead a high‑performing team. Analytical and Problem‑Solving Skills Solid financial acumen with experience managing costs and performance metrics. Strong analytical skills to interpret complex data and provide actionable insights. Excellent problem‑solving skills with a proactive approach to challenges. Communication and Interpersonal Skills Excellent communication skills to present information to board, employees, and partners. Strong interpersonal skills to 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 working in a multicultural, cross‑functional environment. Master’s degree in Business, Operations, Engineering, or related field. Scope CIC, AFS, Advisory services Key Performance Metrics Service performance KPIs such as NPS, CSAT, first‑time fix, etc. Customer Service P&L Why 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, and shape both the customer journey and operational backbone of our business. About VELUX In the VELUX Group, we offer opportunities to create a bright future. As a leader in sustainable indoor living, 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 international, family‑owned business reinvests in society, employees, and the planet through its foundations and practices ‘courage’ and ‘mutual respect’ in all actions. Equal Opportunity Employer VELUX Residential is fully committed to the concept and practice of equal opportunity in all aspects of employment. To further our goal of equal employment opportunity for all employees and prospective employees, it is the policy of VELUX Residential to recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, or any other basis prohibited by applicable law. All employment decisions shall be consistent with the principle of equal employment opportunity and only job‑related qualifications will be required. Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Customer Service Industry: Wholesale Building Materials #J-18808-Ljbffr