Senior Finance Manager – Customer Care

Senior Finance Manager – Customer Care

Role Summary

The Senior Finance Manager – Customer Care provides hands-on financial support to the Finance Director, Customer, with a strong focus on monthly performance reporting, insights, and governance. The role is responsible for delivering clear financial analysis to support decision-making across Service& Repair Operations, including assessment of business cases related to warranty, service models, and operational governance. Working closely with cross-functional teams, the role ensures robust financial control, transparency, and performance tracking aligned with Customer strategy.

Key Responsibilities

Financial Strategy & Performance Management

• Own monthly Customer Care financial reporting, including actuals vs forecast, trend analysis, and performance insights.
• Deliver clear, concise financial commentary and dashboards to support the Finance Director, Customer, and senior stakeholders.
• Run detailed performance analysis across Customer Care, Retailer Support, and Service Operations, highlighting risks, opportunities, and corrective actions.
• Ensure consistency, accuracy, and governance of financial data across markets and functions.

Business cases assessment & Governance

• Lead and assess business cases related to Retailer and Service Operations, including cost, margin, and ROI analysis.
• Support evaluation of warranty-related business cases, including policy changes, extensions, and financial impacts.
• Provide financial input into governance frameworks, ensuring decisions are supported by robust analysis and clear financial rationale.
• Partner with Operations, Commercial, and Market teams to challenge assumptions and drive financially sound outcomes
• Support cost control initiatives and margin improvement actions within Customer Care and Service Operations.
• Provide insights into operational efficiency, service cost drivers, and financial trade-offs.

Reporting, Board & Management Support

• Organize and deliver accurate, timely reporting for the Chief Customer Officer, senior leadership, and the wider business.
• Prepare board papers and presentations, ensuring clear, concise, and impactful messaging to support executive and board-level decision-making.
• Deliver other management insights, regular updates, and ad-hoc analysis—translating complex financial data into actionable narratives for non-financial stakeholders.
• Support preparation for monthly performance meetings, business reviews, and key leadership sessions.

Knowledge, Experience & Skills

• Strong Experience in management reporting, performance analysis, and financial governance within a multinational environment
• Qualified accountant or finance professional (Bachelor’s or Master’s degree in Finance & Accounting).
• Excellent financial leadership skills with effective communication at all levels—both written and verbal.
• Deep experience with P&L, balance sheet, and month-close processes under local GAAP and IFRS.
• Financial analysis and reporting expertise in a customer-facing or operational environment.
• Advanced business case assessment skills and experience with investment decision-making and cost optimization.
• Strong commercial acumen with a grasp of key financial drivers, contract management, and risk assessment.
• Advanced Excel skills and financial systems experience (e.g., SAP, Hyperion, Onestream).
• High mental agility and ability to ‘connect the dots’ and deliver clear, actionable insights.

Critical Attributes

• Results-oriented and proactive, with strong problem-solving skills.
• Collaborative with strong influencing skills.
• Adaptable, resilient, and willing to challenge the status quo.
• Integrity, accountability, and continuous improvement mindset.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.