The Job:
The Customer Service Manager, EMEA, plays a pivotal role in shaping and leading customer service operations across the region. Serving as the key connection between the customer service team, the commercial organization, and clients, this role is responsible for designing and driving a seamless operating model that spans functions and geographies—ensuring exceptional service delivery aligned with business priorities.
Key Responsibilities:
- Full ownership of Customer Service operations across the EMEA region
- Design new solutions and enhance business process flows in collaboration with IT and Customer Service teams
- Represent country needs and customer perspectives, ensuring new requirements are captured and implemented across systems (SAP, SF.com), processes, and organizational structures
- Validate and maintain standard operating procedures for customer service
- Serve as the approval point for changes or exceptions within the established order‑to‑cash process
- Manage Customer Service performance in line with KPIs and operational metrics
- Drive continuous improvement initiatives for the Order‑to‑Cash process across the region
- Oversee and own master data management and data maintenance in partnership with functional teams
- Govern EDI and DRC processes
- Conduct SOX controls and support SOX compliance audits with shared service partners as required
Experience:
- Bachelor’s degree in Business or a related discipline; Master’s degree preferred
- Proven experience in project management and people leadership
- International, cross‑functional, and customer‑facing experience
- Strong background in SAP management
- Resilient, stress‑tolerant, hands‑on, and creative, with strong multitasking and problem‑solving abilities
- Excellent communication skills
- Fluency in English; additional European languages are an advantage
- Role may be based in any European country where the company has an entity
For a confidential discussion and more information on the role, please contact Eoghan Dalton
eoghan.dalton@collinsmcnicholas.ie
0906478108
