Customer Services Director AMEC

Malvern Panalytical

6d•Hybrid

About The Position

As our Regional Customer Success Director, you’ll be at the forefront of shaping exceptional customer experiences across your region. Leading a dynamic, geographically diverse team of Customer Service professionals, you’ll drive performance, innovation, and collaboration to deliver world-class support to our customers. In this pivotal role, you’ll champion customer satisfaction and loyalty, turning insights into action to continuously elevate our Net Promoter Score (NPS) and service excellence. You’ll inspire your teams to deliver value through every interaction, while optimizing operations to achieve outstanding results in the most effective and sustainable way. You’ll also work hand-in-hand with our Export (Sales) teams, distributors, and agents to ensure seamless technical support and a consistent Malvern Panalytical experience across every touchpoint. Your ultimate mission: to build and nurture a high-performing, customer-focused organization that not only delights our customers but also drives growth and profitability across the region.

Requirements

5–10 years’ leadership experience in Customer Service or Customer Success, managing multi-country operations and large, high-performing teams
Proven track record of driving customer satisfaction and NPS improvement, with a customer-first mindset and strong change management skills.
Lean/Six Sigma expertise, applying continuous improvement principles to enhance efficiency and service quality.
Strong commercial acumen, with solid understanding of budgets, pricing, margins, and after-sales business performance.
Exceptional communicator and influencer, skilled at motivating teams, managing stakeholders, and implementing strategic initiatives.
Technically adept and globally flexible, with experience using Salesforce or ServiceMax and the ability to travel as required.

Responsibilities

Lead and empower regional Customer Success teams to deliver world-class service performance, driving KPI achievement, operational excellence, and continuous improvement through effective use of tools such as Salesforce and SAP
Collaborate closely with Sales Directors to align installations, service delivery, and customer engagement strategies that support revenue growth and timely order intake
Champion customer satisfaction and escalation management, ensuring swift resolution of issues and proactive communication to maintain high NPS and customer loyalty
Act as the regional hub of communication, providing a single point of contact between Sales, Finance, Senior Management, and local service teams to align strategy, share insights, and drive innovation across regions
Ensure compliance and standardization of all Customer Success operations, processes, and Health & Safety initiatives, maintaining high standards across all service activities
Monitor and manage financial performance, including revenue realization, productivity, utilization, and installation timelines, to ensure operational efficiency and profitability
Foster a high-performing, engaged, and skilled workforce, supporting local managers with development plans, performance reviews, and cross-training to build a resilient and motivated Customer Success organization
Drive strategic alignment and best practice sharing across regions, contributing to global Customer Success strategies, reporting progress, and identifying opportunities for growth, efficiency, and continuous improvement