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EMEA Head of After Sales

Summary

Salary
Competitive
Team
Supply Chain and Logistics
Location
Netherlands - Amsterdam 2 Office

About the Role
 

You are a key contributor to the design of the EMEA After Sales strategy that aims to delivers a unique owner experience without compromising speed or efficiencies and supports the rapid growth of Dyson’s product portfolio and the region in general and will drive implementation of the strategy across the clusters and countries in the region. As Head of After Sales, you are responsible for the operational performance, service delivery and customer experience across the EMEA repair network. You will work with a wide variety of cross-functional teams and strategic partners including senior leadership and will manage a team of internal After Sales managers as well as 3rd party providers.

This position requires someone that is enthusiastic, flexible, great at solving problems, driving strategy and excellent at building relationships.

Key Responsibilities
 

  • Support design of the operating model for After Sales support solutions for EMEA markets – including network strategy, repair formats, in-house or outsourced operation

  • Drive strategy, implementation and management of the repair and refurbishment of Dyson products from an end-to-end process to ensure high quality services that exceed customer satisfaction yet fulfill the cost optimization objectives.

  • Develop and implement an innovation roadmap that drives Dyson After Sales product portfolio toward pro-active and value-added services, developing a suite of After Sales services to support owners who are at different stages of the product lifecycle and working with markets to ensure effective execution.

  • Monitor the effectiveness and efficiency of service solutions & implement improvement.plans alongside local service management to drive improvement in organization and customer KPIs.

  • Coordinate and harmonize annual after Sales budget across the region, manage cost flows while driving revenue where appropriate, P&L review and adherence.

  • Drive regional process harmonization and operational excellence strategies, aiming to improve efficiencies and owner experience.

  • Drive adherence to all product, quality, legal, and health and safety compliance within all scope of repair and refurbishment activities

  • Manage third party provider partners: monitor contractual terms and establish effective and collaborative service partner and contract manufacturer relationships.


 

About You
 

  • You have gained proven experience in a leadership role within Customer Service / After Sales.

  • You bring at least 7 experiences in a service and repair operations environment.

  • With sound business judgment and strong analytical skills, you are able to balance commercial targets and owner experience to optimize results.

  • You have a proven track record of taking ownership, leading data-driven analyses, and influencing results.

  • Maintaining high customer satisfaction and continuously looking to improving is part of your DNA

  • Your project management skills include planning, resource allocation, prioritization, evaluation and collaboration.

  • You demonstrate exceptional interpersonal skills and can influence a diverse group of stakeholders.

  • You are fluent in English; any other European language is a plus.

  • Position will be based in Amsterdam, travel is required.


 

Benefits

  • Discount on Dyson products   

  • Company Pension scheme   

  • 29 days annual holiday plan   

  • Company Fitness plan   

  • EAP (Employee Assistant Programme)   

  • Life Assurance Plan   

  • Transportation allowance (0,21€/km regardless of the means of transport)   

  • Health Insurance – Medical Contribution    

  • Eye Examination & Computer Glasses Reimbursement 

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.


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.