Director of Customer Operations

Description

Director of Customer Operations, EMEA
Hoofddorp, Netherlands

We are a global company headquartered in the US, which provides retailers and commercial retail businesses with innovative sales enablement and security hardware and software solutions. Our products balance the need for increasing sales and or / associate productivity with theft prevention / security requirements and store aesthetics. From helping the retailers secure and display high theft merchandise to leveraging tablets for commercial retail businesses, enhancing the overall customer experience along with empowering the store associate, InVue is a market leader with cutting edge facilities dedicated to developing innovative products that defy the status quo. Our commitment to creative design and superior quality has earned the businesses of the world’s top retailers and consumer brands.

This position reports to the VP Global Customer Care and will be responsible for managing all operational and customer success capabilities in support of the Europe and MEA business units while collaborating directly with customers and sales and supply chain leaders to meet the growth initiatives of the regions. These operational capabilities include customer service, key account management, order management, technical support, logistics, demand planning and administrative functions. This leader will effectively work between the sales & operation organizations of the company to service end customer needs.

Responsibilities
▪ Manage the daily operations staff in the Hoofddorp InVue office.
▪ Establish process and procedures, and revise when necessary for changes in business.
▪ Ensure the customer is serviced full cycle (inquiry to after delivery support) to the expectation of the customer as well as InVue management.
▪ Lead effective management of demand & supply for the EMEA region to service the needs of customers as well as meet the financial goals of InVue.
▪ Provide direct operations support to high profile accounts including demand planning, QBR facilitation, project management and escalations.
▪ Ensure the controls are in place and processes are executed for all financial transactions affecting the office.
▪ Assist corporate with Human Resources and Payroll related functions including on-site recruitment, orientation, employee relations, benefits, and compliance.
▪ Manage sales and marketing administrative support roles.
▪ Understand and manage the complexities of the business operations and know when and where improvements need to be made and where the position should focus.
▪ Manage projects assigned on an as needed basis.
▪ Collaborate with sales leadership on regional growth strategies.
▪ Work closely with US counterparts in product marketing, quality, engineering and planning to service the needs of the EMEA market.
▪ Work directly with and support country specific 3rd party service partners.

Qualifications
• Completion of HBO or Bachelor Degree’s in Business or related field.
• At least 5 years of people and department leadership experience.
• Previous experience working for a multi-national organization.
• Exp. in Customer Service, Order Management, Key Account Management, Supply Chain / Logistics
• Customer facing account management experience.
• Advanced knowledge in Microsoft Word, Excel, PowerPoint, and Outlook.
• Capable of working with individuals at all levels and across all departments of an organization.
• Independent and resourceful.
• Excellent communication skills, both verbal and written.
• Ability to work under pressure, multi-task and meet deadlines.
• Fluent in written and spoken English and Dutch.
• German, French, Italian and Spanish languages a plus.