Global Consumer Service and After Sales Head(m/w/x)

## About the job As the Global Head After Sales, you will lead the development and execution of a global after-sales strategy, with a primary focus on the EMEA region and occasional responsibilities beyond (10–20% outside EMEA). Reporting to the Vice President HS EMEA, you will drive service excellence by aligning local and global operations, optimizing warranty and service processes, and collaborating cross-functionally to enhance product quality and customer satisfaction. ## Your tasks * Further develop and establish the After Sales strategy, aligned with divisional and group strategy, focusing on warranty cost management, service budget processes, and service operations. * Collaborate closely with local management to ensure alignment between local and central teams and to implement effective sales strategies. This includes data collection and analysis, supporting local service management, setting performance targets, monitoring KPI processes, evaluating and implementing new After Sales Application Systems, creating training concepts, and enhancing the Franke-Service Portal. * Work cross-functionally with departments such as Procurement, Quality Management, Product Management, and Supply Chain/Spare Part Management to ensure high After Sales Service Quality and continuously improve product quality and reliability. * Develop global guidelines for after-sales and consumer service, ensuring consistent and compliant processes (e.g., product safety). * Oversee global service operations, including technical support, warranty claims, and spare parts. * Manage service networks, supplier relations, monitor contract details, and assist with renewals. * Train, motivate, and support the after-sales team to deliver exceptional customer service and drive profitability. * Lead continuous improvement initiatives across all after-sales processes. * Drive Spares and Consumables sales development and monitor performance metrics. * Manage large key accounts, providing service and operational support tailored to their needs. ## Requirements * Master’s degree in Business Administration, Engineering, or a related field * Proven experience in after-sales and/or back-office management within the home appliance industry * Strong process-oriented mindset with a customer- and results-driven approach * Excellent project management capabilities * Strong (remote) leadership, negotiation, and problem-solving skills * Excellent communication and interpersonal skills * Experience working in multinational teams * Demonstrated ability to lead and coach direct reports * Fluency in English; additional European language(s) considered an asset ## What we offer you * Openness to your ideas, a collegial working atmosphere at all levels and a hands-on mentality * A wide range of learning opportunities from language to management training through our Franke Academy * Flexible working hours, including home office * Easy access from railway station and highway * Free parking * At least 5 weeks holiday and 5 additional compensation days * Staff restaurant * Free coffee drinks from espresso to latte macchiato ## Contact details Nadja Günthard, Global Head of Recruiting and Talent # LI-NG1 **Important information for all executive search companies, headhunters and HR consultants** The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.