Head of Customer Service (m/w/d)

Pacific International Recruitment is an exclusive recruitment consultancy with over 25 years of experience in placing specialists and executives. With headquarters in London and additional offices in Düsseldorf and Philadelphia, we support our clients and candidates across the EMEA region and the USA. Our client is a European market leader in sustainable packaging solutions and is currently in an exciting phase of international growth. With a strong focus on innovation and environmental responsibility, the company develops forward-thinking products for global industrial clients. In this role, you will act as a strategic partner in driving commercial excellence, leading global customer service operations, and implementing standardised processes to ensure consistent, high-quality customer interactions. You will oversee strategic initiatives such as pricing and portfolio management, champion digitalisation, and leverage data to optimise sales operations. The position also involves inspiring and developing an international team, fostering innovation, and contributing to the company’s continued growth. What You’ll Do : Foster a customer-first culture and elevate service standards Lead the transformation of Customer Service into a professional, efficient, and sales-supportive function Support the global sales strategy and drive commercial excellence Implement standardised processes to ensure consistent, high-quality customer interactions Define and manage KPIs focused on: customer satisfaction, complaint management, process efficiency, and data quality Inspire, coach, and grow an international team, promoting innovation and continuous improvement Drive improvements in SAP ERP processes (e.g., automated invoicing, customer master data) Utilise data to optimise sales operations and support effective decision-making What We’re Looking For: Master’s degree in Business Administration or a related field Fluent in English; additional languages like Spanish and German are a plus Strong experience with CRM systems and SAP (SD module) Proven leadership experience in a similar role within an international B2B environment Expertise in developing and implementing sales and customer service strategies, structures, and processes Strong conceptual and analytical thinking with a process-oriented mindset High business acumen and customer service orientation Strong leadership, coaching, and communication abilities For further information on this position and a confidential discussion about your career, please contact us, though we ask you to apply directly through this LinkedIn post to make sure your application is reviewed. Rafael Alvarado Sector Lead Rafael.Alvarado@pacific-international.com 49 211 54013906 Pacific International, a globally recognised retained executive search firm, is dedicated to empowering Fortune 500, FTSE 100, and high-growth enterprises in building exceptional C-suite, senior-level, and strategic leadership teams while championing diversity and inclusion. Our adaptability, agility, and forward-thinking ethos distinguish us in the ever-evolving business landscape. Since 1997, we have been dedicated to building lasting client partnerships based on trust and reliability, and a proven track record of successful C-suite and mid- to senior-level leadership project delivery across many key industries globally. Diversity Statement: At Pacific International, diversity, equity, and inclusion are at the core of who we are and what we do. Our commitment to these values is unwavering, and we proudly champion diversity on behalf of our clients in every Executive Search mandate we undertake. Employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. In pursuit of these objectives, we actively encourage applications from individuals of all backgrounds and identities.