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Introduction
The Director, EMEA Customer Care is responsible for the overall leadership of customer care operations across EMEA. This role owns regional service strategy, customer experience, contact center operations, repair operations, service partner management, warranty performance, and financial results. Working across a global matrix, the Director partners closely with Product, Engineering, Supply Chain, Commercial, and Global Customer Care teams to ensure scalable, customer-centric, and cost-effective service delivery.
What You Will Do
- Lead the EMEA Customer Care organization, providing strategic and operational leadership across multiple countries.
- Own regional customer care performance, including customer satisfaction, service quality, operational KPIs, and financial performance.
- Develop and execute the EMEA customer care strategy aligned with global business priorities.
- Lead contact center, repair operations, and authorized service partner performance across the region.
- Own the regional customer care budget and drive continuous improvement in warranty, repair, returns, and logistics costs.
- Partner with Product, Quality, and Engineering teams to translate Voice of the Customer into product and service improvements.
- Drive service readiness for new product launches and major business initiatives.
- Build a high-performing leadership team and foster an inclusive, customer-first culture.
- Champion digital transformation, automation, and AI-enabled service capabilities.
- Represent EMEA Customer Care in executive business reviews and cross-functional governance.
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To Be Successful You Will Have
- Bachelor's degree required; MBA or equivalent preferred.
- 10+ years of progressive leadership experience in customer care, after-sales service, or operations.
- Experience leading multi-country organizations within EMEA.
- Strong knowledge of contact center operations, repair services, refurbishment, warranty management, and service partner governance.
- Proven P&L and budget management experience.
- Track record of leading organizational change and operational transformation.
- Strong analytical, communication, and executive stakeholder management skills.
- Experience in consumer electronics, home appliances, or related industries preferred.
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Why Join iRobot
Join a company that continues to redefine intelligent home technology. You'll have the opportunity to shape the customer experience across one of our largest regions, influence global service strategy, and lead a talented team committed to delivering exceptional customer outcomes.
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