Customer Services Director AMEC

Malvern Panalytical is a company focused on delivering expert and responsive customer support through innovative technologies. The Customer Services Director will lead a geographically diverse team to enhance customer satisfaction and operational performance while driving growth and profitability.

Responsibilities:

• Lead and empower regional Customer Success teams to deliver world-class service performance, driving KPI achievement, operational excellence, and continuous improvement through effective use of tools such as Salesforce and SAP
• Collaborate closely with Sales Directors to align installations, service delivery, and customer engagement strategies that support revenue growth and timely order intake
• Champion customer satisfaction and escalation management, ensuring swift resolution of issues and proactive communication to maintain high NPS and customer loyalty
• Act as the regional hub of communication, providing a single point of contact between Sales, Finance, Senior Management, and local service teams to align strategy, share insights, and drive innovation across regions
• Ensure compliance and standardization of all Customer Success operations, processes, and Health & Safety initiatives, maintaining high standards across all service activities
• Monitor and manage financial performance, including revenue realization, productivity, utilization, and installation timelines, to ensure operational efficiency and profitability
• Foster a high-performing, engaged, and skilled workforce, supporting local managers with development plans, performance reviews, and cross-training to build a resilient and motivated Customer Success organization
• Drive strategic alignment and best practice sharing across regions, contributing to global Customer Success strategies, reporting progress, and identifying opportunities for growth, efficiency, and continuous improvement

Requirements:

• 5–10 years' leadership experience in Customer Service or Customer Success, managing multi-country operations and large, high-performing teams
• Proven track record of driving customer satisfaction and NPS improvement, with a customer-first mindset and strong change management skills
• Lean/Six Sigma expertise, applying continuous improvement principles to enhance efficiency and service quality
• Strong commercial acumen, with solid understanding of budgets, pricing, margins, and after-sales business performance
• Exceptional communicator and influencer, skilled at motivating teams, managing stakeholders, and implementing strategic initiatives
• Technically adept and globally flexible, with experience using Salesforce or ServiceMax and the ability to travel as required