Director of Customer Service

Pacific International is partnering with a global leader in industrial process technologies to appoint a Customer Service Director for EMEA.

This role offers an exciting opportunity to lead the EMEA Customer Service Department in alignment with the business plan. It is a key strategic leadership position focused on delivering exceptional customer satisfaction, streamlining workflows, and ensuring seamless support to the Sales and Marketing & Technology teams.

The successful candidate will collaborate closely with senior stakeholders across multiple countries to influence, align, and implement best practices that enhance customer experience, operational efficiency, and cross-functional collaboration.

This role requires a proactive approach to continuous improvement and involve regular interaction with regional teams to drive consistency, excellence, and long-term customer loyalty.

Key Responsibilities:

• Redesign and optimize processes within the European Customer Service organization to enhance efficiency and customer satisfaction.
• Identify opportunities for standardization and automation to streamline operations across multiple countries.
• Provide actionable data and insights to support Sales, Marketing, and Supply Chain decision-making.
• Lead, mentor, and manage a team of three Customer Service Managers across three countries, fostering a high-performance, collaborative culture.

Background & Skills:

• Bachelor's degree in Business, Management, or a related field; a Master's or MBA is highly preferred.
• Extensive experience with ERP systems, including strategic implementation and optimisation across multiple business units.
• Advanced proficiency in Microsoft Office, with expert-level skills in Excel and data-driven decision-making tools.
• Fluency in English and at least one additional European language; additional languages are a plus.
• Outstanding communication and influencing skills, with the ability to engage and align senior stakeholders across regions.
• Exceptional leadership and people management capabilities, including the ability to develop high-performing teams and mentor future leaders.
• Demonstrates strategic thinking, autonomy, and a credible professional presence at executive levels.
• Proactive and commercially minded, with a strong focus on operational efficiency, cost optimisation, and value creation.
• Proven track record of driving change, assertively leading complex initiatives, and delivering results in a multinational environment.

For further information on this position and a confidential discussion about your career please contact Antonia Ebner, Executive Search Consultant, - though we ask you to apply directly through this LinkedIn post to make sure your application is reviewed.

Pacific International, a globally recognized retained executive search firm, is dedicated to empowering Fortune 500, FTSE 100, and high-growth enterprises in building exceptional C-suite, senior-level, and strategic leadership teams while championing diversity and inclusion. Our adaptability, agility, and forward-thinking ethos distinguish us in the ever-evolving business landscape.

Since 1997, we have been dedicated to building lasting client partnerships based on trust and reliability, and a proven track record of successful C-suite and mid- to senior-level leadership project delivery across many key industries globally.

Diversity Statement:

At Pacific International, diversity, equity, and inclusion are at the core of who we are and what we do. Our commitment to these values is unwavering and we proudly champion diversity on behalf of our clients in every Executive Search mandate we undertake. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. In pursuit of these objectives, we actively encourage applications from individuals of all backgrounds and identities.