Service Director, Heteren

Le CabRH, an executive search and direct recruitment firm, is recruiting on behalf of its client, an international manufacturer of machine tools with approximately 4,000 employees worldwide, a

Customer Service Director (M/F)

on a permanent contract.

The Position The Customer Service Director oversees all activities related to customer satisfaction, loyalty, and after-sales customer experience. He/She ensures the quality of maintenance, repair, and service operations while maintaining the profitability of the department and the performance of the teams.This role is key to embodying the brand promise and delivering a seamless, transparent, and high-quality customer experience across the BENELUX region (Belgium, Netherlands, Luxembourg). In this context, your main responsibilities will include the following areas:

Strategic and Operational Leadership Define and implement the customer service and after-sales strategy across the BENELUX scope. Analyze and monitor key performance indicators (NPS, customer satisfaction rate, response time, workshop productivity, etc.). Ensure compliance with manufacturer quality standards and regulatory requirements.

Team Management and Leadership (approximately 30 collaborators) Manage and support a team of around 30 employees, including 3 Team Leaders. Develop employees’ skills, autonomy, and engagement. Unite teams around shared performance and customer satisfaction objectives.

Operational Excellence and Customer Experience Oversee the quality of interventions and customer follow-up across the region. Manage customer complaints and implement corrective actions. Deploy smooth and personalized customer journeys, integrating digital tools (online booking, service tracking, customer notifications, etc.).

Business Development and Customer Loyalty Implement customer loyalty programs and service offerings. Identify continuous improvement opportunities in the customer journey and value-added services. Work closely with sales teams to ensure a consistent and seamless overall customer experience.

Profile With a Master’s degree (or equivalent) in management, business, or engineering, you have at least 8 to 10 years of experience in the industrial sector, ideally in after-sales management, customer service leadership, or network management roles. You have a strong understanding of industrial environments and customer satisfaction challenges, and you are recognized for your results-driven mindset and customer-centric approach.With excellent interpersonal skills, you demonstrate strong leadership, the ability to unite teams, and outstanding communication abilities in an international context.

Compensation and Benefits• Fixed salary on 13.8 months + performance-based bonus (approximately 12k) • Company car