At a Glance
- Tasks: Lead customer care operations across EMEA, driving strategy and performance.
- Company: Join iRobot, a leader in intelligent home technology.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Be part of a talented team committed to exceptional customer outcomes.
- Why this job: Shape customer experience and influence global service strategy in a dynamic environment.
- Qualifications: 10+ years in customer care leadership with strong analytical and communication skills.
The predicted salary is between 80000 - 100000 £ per year.
Introduction
The Director, EMEA Customer Care is responsible for the overall leadership of customer care operations across EMEA.
This role owns regional service strategy, customer experience, contact center operations, repair operations, service partner management, warranty performance and financial results.
Working across a global matrix, the Director partners closely with Product, Engineering, Supply Chain, Commercial and Global Customer Care teams to ensure scalable, customer-centric and cost-effective service delivery.
What You Will Do
- Lead the EMEA Customer Care organization, providing strategic and operational leadership across multiple countries.
- Own regional customer care performance, including customer satisfaction, service quality, operational KPIs and financial performance.
- Develop and execute the EMEA customer care strategy aligned with global business priorities.
- Lead contact center, repair operations and authorized service partner performance across the region.
- Own the regional customer care budget and drive continuous improvement in warranty, repair, returns and logistics costs.
- Partner with Product, Quality and Engineering teams to translate Voice of the Customer into product and service improvements.
- Drive service readiness for new product launches and major business initiatives.
- Build a high-performing leadership team and foster an inclusive, customer-first culture.
- Champion digital transformation, automation and AI-enabled service capabilities.
- Represent EMEA Customer Care in executive business reviews and cross-functional governance.
- To Be Successful You Will Have
- Bachelor's degree required; MBA or equivalent preferred.
- 10+ years of progressive leadership experience in customer care, after-sales service or operations.
- Experience leading multi-country organizations within EMEA.
- Strong knowledge of contact center operations, repair services, refurbishment, warranty management and service partner governance.
- Proven P&L and budget management experience.
- Track record of leading organizational change and operational transformation.
- Strong analytical, communication and executive stakeholder management skills.
- Experience in consumer electronics, home appliances or related industries preferred.
- Why Join i Robot
Join a company that continues to redefine intelligent home technology.
You'll have the opportunity to shape the customer experience across one of our largest regions, influence global service strategy and lead a talented team committed to delivering exceptional customer outcomes.
Dir. Customer Care, EMEA employer: iRobot Corporation
iRobot is an exceptional employer that empowers its employees to lead and innovate in the dynamic field of intelligent home technology. With a strong focus on customer-centric service delivery, the company fosters a collaborative and inclusive work culture, offering ample opportunities for professional growth and development across EMEA. Employees benefit from a supportive environment that champions digital transformation and operational excellence, making it a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Dir. Customer Care, EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iRobot Corporation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like iRobot Corporation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Dir. Customer Care, EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to iRobot Corporation:Your cover letter is your chance to shine! Tell us why you want to work at iRobot Corporation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at iRobot Corporation!
How to prepare for a job interview at iRobot Corporation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
