Global Head of Customer Service

Minor Hotels Europe and Americas

Global Head of Customer Service leading international teams and optimizing service processes for a technology group. Focusing on customer experience and sustainable performance improvement in the industrial sector.

Posted 5/22/2026full-timeKleinostheim • 🇩🇪 GermanyLeadWebsite

About the role

Key responsibilities & impact

Responsible for the global strategic direction and further development of Customer Service in alignment with the company’s objectives.
Lead and develop international teams and establish a high-performing, customer-centric service culture.
Optimize global end-to-end service processes, as well as driving standardization and digitalization.
Ensure consistently high service quality and an excellent customer experience across all regions.
Manage global service performance based on clearly defined KPIs and derive data-driven improvement measures.
Work closely with international stakeholders and cross-functional teams and represent Customer Service in strategic initiatives.

Requirements

What you’ll need

Several years of international leadership experience in Customer Service, ideally in an industrial environment
Proven track record in operational excellence, process optimization, and KPI-driven performance improvement
Experience in global transformation, standardization, and digitalization initiatives
Strong analytical and strategic skills, as well as experience with KPI frameworks and BI tools (e.g., SAP, Qlik)
Excellent change management and stakeholder management skills in complex matrix organizations
A proactive, structured leadership personality with a strong customer focus and commitment to team development

Benefits

Comp & perks

Strong compensation package - attractive base salary plus bonus and support for private pension plan
Modern working time organization - time sovereignty without time recording, focus on results-oriented work
Regular time off - 30 days annual leave plus up to 6 additional days off (company closures on bridge days and between the years), special leave for special occasions, life phase account for paid time off (e.g. sabbatical, earlier retirement)
Additional benefits - subsidies for public transport, discounts in many (online) stores, company medical service with comprehensive preventive check-ups, sports facilities and employee canteen with freshly prepared meals every day
Sustainability and social commitment - sustainability as part of the corporate strategy and targeted support for initiatives in the areas of education, family and science through our own foundations

ATS Keywords

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Hard Skills & Tools

operational excellenceprocess optimizationKPI-driven performance improvementglobal transformationstandardizationdigitalizationanalytical skillsstrategic skillsKPI frameworksBI tools

Soft Skills

leadership experiencecustomer-centric service culturechange managementstakeholder managementproactive personalitystructured leadershipcustomer focusteam development