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Regional CS Director
Malvern PanalyticalOversee a Customer Services team, maximizing customer satisfaction for Malvern Panalytical's service operations in Asia. Drive strategic growth and operational excellence across regional territories.
About the role
Key responsibilities & impact- Lead and direct a geographically distributed dynamic territory team of Customer Services professionals
- Maximize customer support revenues by driving customer satisfaction (NPS)
- Manage Customer Success Departments within a specific territory
- Facilitate technical support to Distributors and agents in collaboration with sales teams
- Develop and maintain a competent and efficient profit-generating support network
- Communicate objectives to managers of the regional team
- Manage delivery of customer satisfaction, addressing issues and escalations
- Responsible for finance objectives and timely installation and commissioning support
- Contribute to execution of strategic plans for customer success activities
- Monitor and improve performance of harmonised KPIs for Customer Success
Requirements
What you’ll need- 5-10 years’ experience in customer services managing larger teams
- Solid track record of improving customer satisfaction/NPS
- Possesses Lean (Six Sigma) skills
- Proven track record in implementing change in organizations
- Experience and knowledge in after-sales business
- Excellent verbal, written and presentation skills
- Previous experience in a customer support position preferred
- Supervisory or managing experience considered essential
- Good understanding of budgets, pricing, margins
Benefits
Comp & perks- Competitive salary
- Flexible working hours
- Professional development opportunities
- Remote work options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LeanSix Sigmacustomer satisfactionNPSafter-sales businessbudget managementpricingmargins
Soft Skills
leadershipcommunicationpresentationproblem-solvingteam managementcustomer servicechange management