Head of Customer Service - Iberia

At VELUX, we give you the chance to grow. To shape your own career. To be part of a company that leads the market in sustainable indoor living. A company that aspires to transform the life of both people and planet. We offer you a world of opportunities – if you have the ability and the drive to take them.

The Head of Customer Service will be an integral part of the Market leadership team.

Strategic and hands-on, the Head of Customer Service will be responsible for overseeing and managing the Customer Service operations within the Market organization. This role involves ensuring customer satisfaction, developing Customer Service strategies, and leading a team of Customer Service professionals. The Head of Customer Service plays a critical role in enhancing the customer’s experience, resolving customer issues, and fostering a customer-centric culture.

Key Responsibilities

Customer Service Strategy and Management:

• Design and execute the market strategy for the Customer Service department, which takes care of different stakeholders, such as homeowners, dealers and installers, ensuring seamless delivery from first contact to order, to after-sales support.

• Ensure the Customer Service department is focused on quality, responsiveness, and commercial impact.

• Own the customer relationship management (CRM) across multiple touch points, including the website, contact center, chatbot, advisory service and technicians, ensuring a seamless and consistent customer experience

• Oversee the resolution of complex customer issues and complaints.

Operational Excellence

• Oversee daily customer service operations to ensure efficiency and quality.

• Develop and implement processes to prevent recurring issues, and implement initiatives to improve overall customer experience.

• Monitor customer feedback, service levels and complaints to identify areas for improvement.

• Oversee end-to-end operations from order management to delivery and after-sales

• Promote efficiency, agility, and disciplined cost control across all operational functions

• Continuously improve tools, systems, and processes to eliminate redundancies and unlock synergies

• Propose and implement the most effective models (insourcing vs outsourcing)

• Establish and optimize processes to manage after-sales interventions efficiently.

• Champion, Occupational Health and safety laws practices, policies and legal requirements

Team Leadership and Development:

• Lead and mentor the customer service team, fostering a culture of high performance and professional development.

• Ensure the customer service team has the skills and resources necessary

Performance Management:

• Monitor and analyze customer service metrics to assess performance and identify areas for improvement.

• Develop and implement performance improvement plans for customer service staff.
  

Cross-Functional Collaboration:

• Collaborate with other departments such as sales, marketing, and global Operational excellence, to ensure a seamless customer experience.

• Provide insights and recommendations to senior management based on customer feedback and data.

• Collaborate across SWE Customer Service teams and beyond to improve service blueprints and share insights.

Team Leadership & Culture

• Foster a high-performance, inclusive, and feedback-driven culture

• Support leadership development and cross-functional collaboration

• Support strategic Projects, change Management, lead key transformation initiatives

• Manage change processes with clear communication and stakeholder alignment

Financial & Performance Management

• Align budget planning with strategic priorities

• Transform the department into a source of profit by identifying and leveraging opportunities for revenue generation.

• Own and manage the Customer Service department P&L

• Drive performance against expected targets and KPIs, and implement continuous optimization strategies

What we look for

Strategic Thinking:

• Ability to develop and implement strategic Customer Service plans aligned with business objectives.

• Experience in providing strategic recommendations to senior management.
  

Leadership and Management:

• Strong track record in building teams, driving transformation, and delivering commercial impact

• Strong leadership skills with the ability to inspire and lead a high-performing Customer Service team.
  

Analytical and Problem-Solving Skills:

• Solid financial acumen with experience managing costs and performance metrics

• Strong analytical skills with the ability to interpret complex data and provide actionable insights.

• Excellent problem-solving skills with a proactive approach to identifying and addressing customer service challenges.
  

Communication and Interpersonal Skills:

• Excellent communication skills with the ability to effectively present customer service information to various stakeholders including the board of directors, employees, and external partners.

• Strong interpersonal skills with the ability to build and maintain relationships with internal and external stakeholders.

• Excellent communication skills in Spanish and English; proficiency in Portuguese would be a plus.
  

Technology Proficiency:

• Proficiency in customer service software and tools.

• Experience with data analytics and customer relationship management (CRM) platforms.

• Comfortable working in a multicultural, cross-functional environment

• Master’s degree in Business, Operations, Engineering, or related field

Scope:

• CIC, AFS, Advisory services

Key Performance Metrics:

• Service performance KPI such as NPS, CSAT, first time fix, etc

• Customer Service P&L

Why Join Us?

We’re on a mission to help people transform their homes and workplaces into healthier, brighter spaces through daylight and fresh air. Join a company that values innovation, sustainability, and human-centric design. You’ll be part of a passionate team where your leadership will shape both the customer journey and operational backbone of our business.

About VELUX

In the VELUX Group, we offer you a world of opportunities and the chance to create a bright future. From the forefront of the sustainable indoor living industry, we enable those who live, work and play under the roof transform their spaces and live a healthier everyday life with more daylight and fresh air.

The VELUX Group is an international, family-owned business with strong financial roots and each year we are able to create real impact by reinvesting in society, our employees and planet through our foundations.
Alongside the rest of our values, “courage” and “mutual respect” define our actions every day and how we wish to contribute to the world.