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.
