P
Customer Operations Director
Priva
Contract type
Ongoing
Work mode
Remote · Watford, Hertfordshire, United Kingdom
Experience
Lead / principal · 10+ years
Job description
Customer Operations Director at Priva, leading customer service, order management and sales support teams across international Building Automation markets. The role focuses on delivering fast, reliable and consistent service across the full customer journey after first contact.
At a glance
- Employment
- Full-time
- Work mode
- Remote · Watford, Hertfordshire, United Kingdom
- Languages
- Dutch – fluent, English – professionally proficient, German
What you'll do
- Lead and develop teams across multiple countries: set clear roles, coach team leaders, and manage capacity and service levels.
- Bring customer service, order management and sales support together into one way of working, with clear ownership and smooth handovers between teams and countries.
- Support Sales: handle incoming requests, follow up on quotes and orders, and keep customer data in the CRM accurate.
- Set up a clear process for technical customer questions with the Technical Support team, from first response to escalation.
- Work with Supply Chain on product availability and delivery dates, and keep customers and Sales informed when issues come up.
- Simplify processes, reduce manual work, and standardize ways of working across countries while respecting local language and market needs.
- Work with IT to improve how teams use the CRM, order management system and customer portals.
- Use customer feedback and data to improve service, and share insights with Sales and Product.
- Lead the organization through change together with HR and country managers, while keeping service levels high.
- Be responsible for the full customer journey after first contact: answering customer questions and requests, processing orders, following up on quotes, and coordinating deliveries and service.
What we're looking for
- 10+ years of experience in customer service, order management and/or sales support in a B2B environment.
- 5+ years of leadership experience, including managing team leaders and being responsible for service performance.
- Proven track record of improving processes and leading change, ideally across multiple countries.
- Combine commercial awareness with operational discipline.
- Experience with CRM and order management systems, and know how to turn data into practical improvements.
- Fluent in Dutch and professionally proficient in English.
- Willing to travel regularly between teams and markets.
Nice to have
- Experience in building automation, technical products or subscription services is a strong plus.
- German is a plus.
Your team
Customer Operations
Customer service, order management and sales support teams across international Building Automation markets
Benefits
Free on-premises fitness where you can participate in CrossFit, Pilates and Spinning classes or play table tennis or table football
- A competitive salary based on your experience
- Working flexible hours combined with 30 vacation days a year and the option to buy more
- 8% holiday allowance
- Travel allowance of € 0,23/km with a daily maximum of 150 kilometers
- Pension plan
- Participation plan
- Personal education possibilities and budget
- Healthy cafeteria