Job Overview
Define and implement the After Sales and reverse flow operations strategy for the UK & Ireland, ensuring alignment with corporate guidelines and consumer law. Drive operational efficiency by analysing KPIs and financial performance to identify gaps, risks, and improvement opportunities, and lead the delivery of approved action plans.
Responsibilities
* Pilot all After Sales Service processes and lead the deployment of new processes.
* Manage quality and compliance, driving audit, development, and maintenance of a high‑performing After‑Sales Service Partner (ASP) network in line with corporate standards.
* Define and manage return processes and policies for all distributors, in line with corporate guidelines and consumer law.
* Manage after‑sales service excellence and consumer satisfaction with Country Contact Centre processes, supporting resolution of critical claims and liability issues in collaboration with Business Units and Legal teams.
* Act as a local ambassador for corporate ESG topics, leading and implementing initiatives locally.
* Benchmark performance against industry standards and introduce best practices across the service department.
* Ensure compliance with UK and Ireland regulatory requirements, including WEEE and battery regulations, coordinating external audits when required.
* Monitor market and legislative developments through trade bodies, adapting service approaches as needed.
* Act as a trusted representative of the Supply Chain leadership team.
Qualifications
* Proven leadership experience in after‑sales, reverse logistics and/or service management within a consumer‑led or FMCG organization.
* Experience from a consumer electronics business is highly desirable.
* Demonstrable experience in people development and direct line management responsibilities.
* Experience in SAP.
* Strong understanding of after‑sales and reverse logistics.
* Demonstrated experience managing budgets, P&L responsibility and service cost control.
* Excellent stakeholder management, communication and negotiation skills.
* Strong analytical capability with a data‑driven and continuous improvement mindset.
* A degree with an engineering background is preferred.
Benefits
Working Monday to Friday. Hybrid working, 3 days in the office and 2 days from home. Opportunity to earn a yearly performance bonus. Modern office environment with on‑site gym, café, and playground facilities. On‑site parking and free bus service from Datchet and Slough station. Dental and private health care options.
Equal Opportunities
Groupe SEB UK is an equal opportunities employer committed to creating a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds and are dedicated to eliminating discrimination and promoting equality of opportunity throughout our organisation. Join us in our mission to build a culture where everyone feels valued, respected, and empowered to succeed.
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