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Director Sales Operations and Customer Care EMEA (d/f/m)
Full-time
About the Role
The Director Sales Operations & Customer Care EMEA is responsible for leading and transforming the Customer Care, Order Management and Sales Operations organizations across the region, with the mission to deliver differentiated customer experience and drive commercial operational excellence.
The team is composed of approximately 50 employees located across major EMEA markets (Germany, France, Italy, UK). This role designs the processes, governance and operating mechanisms that enable reliable forecasting, optimized backlog conversion and scalable Order-to-Cash performance.
This position reports directly to the VP/GM EMEA and is part of the EMEA Commercial Leadership Team. The role is based in France, the UK or Germany, with a remote work mode.
Key Responsibilities
Lead and transform the EMEA Customer Care, Order Management and Sales Operations teams, ensuring operational excellence while driving modernization, automation and process standardization.
Build a best-in-class customer-centric operating model, ensuring excellence in call handling, order processing, backlog and tender management, and invoicing.
Own and elevate the EMEA forecasting process (weekly and monthly), increasing funnel discipline, forecast accuracy and revenue predictability.
Lead the PSI (Product–Sales–Inventory) process, enabling strong operational alignment between factories, Business Units and Sales teams.
Drive Order-to-Cash performance through the deployment of Daily Management, Standard Work, root-cause problem solving and continuous improvement methodologies.
Champion cross-functional operational excellence initiatives, accelerating digitalization, automation, lean workflows and end-to-end process redesign.
Build and inspire an inclusive, high-performing organization, ensuring strong integrity, transparency and compliance.
Essential Requirements
Significant experience leading Customer Care, Order Management and/or Sales Operations in an international commercial environment.
Demonstrated track record in operational transformation, including digitalization, automation, lean methodologies and standardized workflow implementation.
Experience with the Danaher Business System (DBS) or with continuous improvement methodologies (Lean, Fundamentals, Growth tools).
Proven ability to lead multi-country teams within a matrixed, global organization.
Hands-on experience implementing or scaling digital tools, workflow platforms, RPA or automation in commercial operations.
Experience managing organizations of 25+ employees, including people managers across different countries.
Ability to travel 30% across EMEA.
Nice to Have
Dual experience spanning both Commercial and Sales Operations roles.
Understanding of capital equipment business dynamics and experience working in environments with non-recurring revenue models.
