Purpose
As the Customer Service Manager – Iberia , you will lead and develop the Customer Service organisation across Spain and Portugal, ensuring a high-quality, customer-focused service and a consistent customer experience across the region.
This is a hands-on leadership role, combining people leadership, operational ownership and continuous improvement , with the opportunity to shape and further develop the Customer Service function across Iberia.
Key Responsibilities
- Lead, coach and develop the Customer Service team across Spain and Portugal, ensuring high engagement, performance, capability and adherence to BVI policies and local regulations.
- Own day-to-day Customer Service operations across Iberia, including order management, delivery commitments, backorders, returns, complaints and customer communications.
- Act as a hands-on leader, stepping in to support customers and resolve complex issues and escalations while maintaining a strong understanding of front-line activities.
- Set, monitor and improve Customer Service KPIs, service levels and performance metrics,



using data and reporting to identify opportunities and drive results.
- Build a culture of continuous improvement, leading initiatives to improve processes, systems, efficiency and the overall customer experience.
- Work closely with Sales, Warehouse, Purchasing and Technical Service to ensure smooth end‑to‑delivery execution and proactively address issues that may impact customers.
- Partner with BVI’s general Customer Service organisation and other European teams to align local processes with global standards and share best practices.
- Lead the team through change and organisational development, while building strong relationships with key stakeholders and supporting a consistent BVI culture across Iberia.

Qualification
- Education: Bachelor’s degree in Business, Supply Chain, Operations or a related field, or an equivalent combination of education, training and relevant experience.
- Customer

📌 Customer Operations Lead (Barcelona)
🏢 BVI Medical
📍 Barcelona