Operations Director

Your Key Responsibilities

As the Head of Operations at the VELUX Group, you will be responsible for the strategic development and management of our Customer Interaction Centre and After Sales Service in Italy. Your primary goal will be to ensure exceptional service delivery to our customers while driving operational excellence across the organisation.

Specifically, you will:

• Develop and implement strategies to enhance customer centricity and service quality, balancing Italian market needs and regional guidelines.
• Promote your activity performance internally and externally, fostering a culture of transparency and accountability.
• Lead department heads, ensuring efficient operations and high-performance teams that drive business results.
• Monitor and secure key performance indicators (KPIs) for the departments, making data-driven decisions to drive improvement.
• Estimate and manage budgets, ensuring effective resource allocation and financial management.
• Optimise processes using best practices and drive customer-centricity, leveraging technology and innovation to enhance service delivery.
• Develop annual plans and goal-oriented reporting for the entire area of Operations, aligning with the company's overall strategy.
• Stay updated on market trends, adjusting service offerings to meet evolving customer needs and preferences.
• Expand your professional network and contribute to international projects within the VELUX Group, fostering collaboration and knowledge sharing.

Your Qualifications

We are looking for a highly skilled and experienced professional with a proven track record of leading high-performing teams and driving business results. You should have:

• Experience in Operations Support, Customer Support, and After Sales Service, with a strong understanding of customer needs and preferences.
• Proven experience in leading, managing, and developing teams, with a focus on building trust, competencies, and a culture of excellence.
• Demonstrated experience in coaching and training others, with a focus on developing skills and knowledge.
• Experience in change management and process management, with a focus on driving improvement and innovation.
• Experience with standard IT solutions, including ERP, CRM, and analytic tools.
• A genuine commercial understanding, with a focus on driving business results and growth.
• Excellent communication skills, with the ability to articulate complex ideas and strategies.
• International project experience and a global mindset, with a focus on collaboration and knowledge sharing.

Your Opportunities

This is a fantastic opportunity for a highly motivated and focused professional to join a dynamic and innovative company, working alongside experienced and passionate colleagues in a collaborative and inclusive environment. We offer a strong value-based culture, with a focus on commitment, thoroughness, and mutual respect. We provide opportunities for growth and development, with a focus on creating a brighter, common future for our customers, employees, and stakeholders.