This role involves collaboration with Sales, Marketing, Supply Chain Finance and HR to shape strategic plans. Interactions with regional Technical Sales, Customer Service, and Operations teams. Strong managerial capabilities, robust leadership qualities, and technical industry knowledge are essential. The position may require occasional international trips to EU (Headquarter).
Roles & Responsibilities
Manage the overall Profit & Loss of the regional office.
Utilize standard reporting tools to monitor essential P&L and operational efficiency metrics.
Establish and monitor customer service KPIs for the region.
Define and enforce policies, set objectives, and establish performance standards. Develop and enhance regional customer service processes and policies in cooperation with HQ.
Enhance the regional teams by recruiting, training, and mentoring the necessary talent.
Train staff to deliver exceptional customer service and achieve target service levels.
Evaluate employee performance, providing coaching and support to enhance success.
Conduct regular training to enhance the team's skills and product knowledge.
Address and resolve complex or escalated customer issues.
Develop and manage customer feedback and complaint processes.
Work collaboratively with other regional managers to improve customer service.
Communicate the company's vision and values, using formal and informal channels to guide and motivate staff at all levels.
Prioritize regional branch activities, allocating resources to align with the company's strategic goals.
Manage staff recruitment and performance appraisals within the approved budget.
Collaborate with other regional and global departments to:
Provide strategic direction for regional sales and marketing efforts.
Optimize territory coverage to maximize sales and profit; alongside the Global VP of Sales, develop and implement distribution strategies at regional and country levels.
Expand the regional customer base to lay a foundation for growth and profitability.
Ensuring adherence to the business plan and regularly report on progress.
Manage and execute annual marketing budgets in line with regional strategic priorities.
Maintain relationships with key regional customers and significant industry clients.
Gather regional customer and market insights to foster continuous improvement across the board
General Responsibilities
Managing a team of 3-5 Direct Reports in Customer Service & Logistics, Shipping and Administrative Assistance Contribute to the strategic planning and execution for business units or projects
Recommend strategies for financial goals of departments or business units. Identify and implement cost-reduction strategies that enhance operational efficiency and resource quality.
Collaborate across business units to ensure integration and achievement of work against expectations.
Manage priorities effectively to clarify focus and enhance work efficiency in your area of responsibility.
Oversee projects to ensure they meet planned objectives and commitments.
Successfully manage the overall Profit & Loss.
Drive continuous improvements in operational efficiency and productivity
Build strong, effective collaborations within your team and with all departments (Sales, Supply Chain, Finance, HR)
Utilize analytics from both customers and market insights for strategic advantage and superior operational decisions.
Consistently achieve and surpass high customer service standards.
Competencies:
Ability to anticipate challenges and opportunities, taking initiative to address them ahead of time.
Managing different time zones, particularly with European teams to ensure smooth operations
Proficiency in managing budgets and forecasts
Ability to lead, motivate, and manage a small team effectively
Capability to develop and execute initiatives that align with wider global company goals.
Dedication to maintaining high levels of customer satisfaction Excellent interpersonal, and interdepartmental communication skills
