TOMRA

Director of Customer Experience – Americas

TOMRA

full-time

Posted on:

Location Type: Remote

Location: Anywhere in North America

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Job Level

Lead

About the role

  • You lead the customer experience strategy for the Americas region, with a clear focus on customer satisfaction, strong relationships, and reliable execution.
  • You ensure that customer-facing operations run smoothly, projects are delivered professionally, and service quality continuously improves.
  • As a leader, you act as a role model for TOMRA’s values and set the standard for customer-centric leadership.
  • Drive customer-focused project execution in metal and waste recycling across technical, commercial, and organizational dimensions.
  • Review sales inputs and contracts, manage internal projects, and ensure strong cross-functional coordination.
  • Act as the main escalation point for complex customer issues and ensure sustainable resolutions.
  • Monitor customer feedback and service KPIs to drive continuous improvement.
  • Work closely with Sales, Marketing, and Product to strengthen customer engagement and retention.
  • Develop team capabilities through targeted training and hands-on leadership.

Requirements

  • Strong customer focus with a proven ability to build long-term, trust-based relationships
  • Hands-on, collaborative leadership style that empowers and develops teams
  • Ability to create clarity, set priorities, and drive disciplined execution in complex environments
  • High level of self-leadership, ownership, and continuous improvement mindset
  • Experience working in global, cross-cultural environments
  • Degree in a relevant technical field; experience in an industrial or recycling environment is a plus
  • Solid technical understanding, including reading mechanical drawings and wiring diagrams
  • Strong execution, adaptability, and leadership through influence and example
Benefits
  • Competitive salary
  • Flexible working hours
  • Professional development budget
  • Home office setup allowance
  • Global team events
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical understandingreading mechanical drawingsreading wiring diagrams
Soft Skills
customer focusrelationship buildingcollaborative leadershipteam developmentclarity creationpriority settingdisciplined executionself-leadershipownershipcontinuous improvement
Certifications
degree in relevant technical field