Head of Customer Excellence – Europe - Senior Leadership Role
Are you a customer‑obsessed leader who thrives at the intersection of service, technology, and operations? Do you know how to turn complex post‑sales environments into a seamless, high‑performing customer experience across multiple countries?
We’re looking for a Head of Customer Excellence – Europe to own and elevate the end‑to‑end customer journey across the region.
DwyerOmega is transforming the world one measurement at a time. We are a fast‑growing, PE‑backed global manufacturing and engineering group known for our agility, acquisitive growth, and innovative culture.
The opportunity:
This is a highly visible leadership role with real impact. You’ll bring together Customer Service, Application Engineering, Field Application Engineering, and Delivery Coordination into one aligned, high‑performing customer organisation. Your mission: exceptional customer satisfaction, strong retention, and operational excellence at scale across Europe.
Reporting to the European Sales Director, you’ll act as the voice of the customer within the regional leadership team while partnering closely with Sales, Supply Chain, Operations, Engineering, and Finance.
What you’ll be responsible for:
* Leading and developing multi‑country Customer Service and Application Engineering teams across Europe
* Owning key customer performance metrics including CSAT/NPS, on‑time delivery, response times, case resolution, and RMAs
* Driving continuous improvement, process standardisation, and best‑practice sharing across countries
* Ensuring world‑class technical support for pre‑ and post‑sales activities, complex installations, and key accounts
* Managing field application engineering coverage, escalation, and root‑cause analysis
* Owning customer delivery communication and expectation management, including executive‑level escalations
* Translating customer feedback, complaints, and technical issues into systemic business improvements
What we’re looking for:
* 10+ years’ experience in customer service, technical support, or application engineering leadership
* Proven experience leading multi‑country European teams
* Background in an industrial, technical, or engineered products environment
* Strong track record of cross‑functional leadership with Sales, Operations, Supply Chain, and Engineering
* Highly analytical, KPI‑driven, and comfortable operating at both strategic and operational levels
* Fluent English required; additional European languages are a strong advantage
* Bachelor’s degree required; MBA preferred
Why join?
* Senior regional leadership role with high visibility and influence
* Opportunity to shape and scale a best‑in‑class European customer organisation
* Real ownership of customer experience, not just service metrics
* Collaborative, cross‑functional environment with strong growth ambitions
If you’re passionate about customer excellence, operational discipline, and leading high‑performing teams across Europe, we’d love to hear from you.
Apply now for immediate consideration.