After Sales and Operations Manager in Reading

Company Overview:

Groupe SEB is the world reference in Small Domestic Appliances (SDA) and professional coffee equipment, selling more than 400 million products every year and generating €8.2 billion in sales in 2025. The Group operates in over 150 countries, with a portfolio of more than 40 global brands including Tefal, Krups and Rowenta, and employs more than 30,000 people worldwide. In the UK, we operate under the brand of Tefal, a UK brand leader in Cookware with a presence in Electrical Cooking & Food Preparation, Linen Care and Floorcare.

Our modern office, located in the scenic Ditton Park in Datchet, offers state-of-the-art facilities. Set amidst tranquil surroundings, our workplace fosters an atmosphere that ignites creativity and encourages collaboration. We’re proud to have been accredited as a Great Place to Work in both 2022 and 2024, and we continuously strive to improve. Join us and be a part of our journey!

Job Overview:

As the After Sales & Operations Manager, you will lead the after-sales and reverse flow operations across Groupe SEB UK & Ireland, accountable for the operational, strategic and financial performance of the department. You will shape and deliver the local After Sales strategy, managing service partner networks, leading critical issue resolution and ensuring compliance with consumer laws across the UK and Ireland.

Key Responsibilities:

• Define and implement the After Sales and reverse flow operations strategy for the UK & Ireland and ensure that they are in line with corporate guidelines.
• Drive operational efficiency in After Sales operations by analysis of After Sales & reverse flow operations KPIs and financial performance to identify gaps, risks and improvement opportunities, and lead the delivery of approved action plans.
• Pilot all After Sales Service processes and lead the deployment of new processes.
• Responsible for quality management and compliance, driving the audit, development, and maintenance of a high-performing After-Sales Service Partner (ASP) network in line with corporate standards.
• Define and manage return process 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 and support resolution of critical claims and liability related-issues in collaboration with Business Units and Legal teams.
• Act as a local ambassador for corporate Environmental, Social and Governance (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 where 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 and Skills:

• Proven leadership experience within after-sales, reverse logistics and/or service management environments from a consumer-led or FMCG organisation.
• Experience from a Consumer Electronics business is highly desirable.
• Demonstrable experience in people development and direct line management responsibilities.
• Demonstrable 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 & continuous improvement mindset.
• A degree with an engineering background is preferred.

Overview on package:

• Working Monday to Friday.
• Hybrid working, 3 days in the office and 2 days from home. Tuesday and Wednesday are our core days for cross-collaboration.
• Opportunity to earn a yearly performance bonus.
• A modern office environment with the option to work in open areas.
• Fun and team building activities within the building – Pool and Table Tennis.
• On site-gym that is accessible 24/7.
• Discounted lunches (we provide a weekly allowance).
• On-site parking and a free bus service from Datchet and Slough station.
• Dental and Private Health care options.

EO Statement:

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.