At Hays Executive, we are looking for Head of Customer Services, for a leading international services company.
The is a strategic leadership role for customer service operations across multiple international markets, driving customer satisfaction, operational excellence, and business performance.
Key responsibilities:
- Lead customer service operations across multiple international markets, ensuring consistent, high-quality customer experience.
- Drive service performance, operational excellence, and customer satisfaction across all customer service channels.
- Manage relationships with external service providers and strategic partners, ensuring agreed service, quality, and performance standards are met.
- Oversee end-to-end service delivery processes, identifying opportunities to improve efficiency, customer outcomes, and operational effectiveness.
- Monitor key performance metrics, using data and insights to drive continuous improvement and informed decision-making.
- Ensure compliance with relevant regulatory, quality,
and data protection requirements while fostering a customer-centric and high-performance culture.
Profile:
- Proven experience leading large multi-site or international customer service teams.
- Experience working closely with technical engineering, repair, or field service teams.
- Experience managing external service providers, vendors, or outsourced partners.
- Data driven decision maker with strong analytical and problem skills
- Effective communicator and international stakeholder management in international environments.
- Resilient, adaptable and comfortable working in fast paced, multi-market organization.
- Fluent in English
- Based in Madrid
This opportunity is to lead an international customer service function during a period of growth and transformation. Play a key role in shaping customer experience, operational excellence and service performance across multiple markets. Work closely with senior leadership in a highly visible role.
📌 Head of Customer Service (Madrid)
🏢 Hays
📍 Madrid