Job Title: Global Consumer Service and After Sales Lead
This is an exciting opportunity to lead a global team in delivering exceptional customer service and after sales support.
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Job Description:
We are seeking an experienced professional to join our team as the Global Consumer Service and After Sales Lead. This role will be responsible for developing and executing a global after-sales strategy, with a primary focus on the EMEA region and occasional responsibilities beyond (10–20% outside EMEA).
The successful candidate will report to the Vice President HS EMEA and will drive service excellence by aligning local and global operations, optimizing warranty and service processes, and collaborating cross-functionally to enhance product quality and customer satisfaction.
The ideal candidate will have a strong background in after-sales and/or back-office management within the home appliance industry, with excellent project management capabilities, strong leadership and problem-solving skills, and experience working in multinational teams.
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Key Responsibilities:
* Develop and establish the After Sales strategy, aligned with divisional and group strategy, focusing on warranty cost management, service budget processes, and service operations.
* Collaborate closely with local management to ensure alignment between local and central teams and to implement effective sales strategies.
* Work cross-functionally with departments such as Procurement, Quality Management, Product Management, and Supply Chain/Spare Part Management to ensure high After Sales Service Quality and continuously improve product quality and reliability.
* Develop global guidelines for after-sales and consumer service, ensuring consistent and compliant processes.
* Oversee global service operations, including technical support, warranty claims, and spare parts.
* Manage service networks, supplier relations, monitor contract details, and assist with renewals.
* Train, motivate, and support the after-sales team to deliver exceptional customer service and drive profitability.
* Lead continuous improvement initiatives across all after-sales processes.
* Drive Spares and Consumables sales development and monitor performance metrics.
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Requirements:
* Masters degree in Business Administration, Engineering, or a related field.
* Proven experience in after-sales and/or back-office management within the home appliance industry.
* Strong process-oriented mindset with a customer- and results-driven approach.
* Excellent project management capabilities.
* Strong leadership, negotiation, and problem-solving skills.
* Excellent communication and interpersonal skills.
* Experience working in multinational teams.
* Demonstrated ability to lead and coach direct reports.
* Fluency in English; additional European language(s) considered an asset.
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What We Offer:
* A wide range of learning opportunities from language to management training through our Franke Academy.
* Flexible working hours, including home office.
* Easy access from railway station and highway.
* Free parking.
* At least 5 weeks holiday and 5 additional compensation days.
* Staff restaurant.
* Free coffee drinks.
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If you are a motivated and experienced professional looking for a new challenge, please submit your application.