Head of Peace of Mind

Job Description

Role Overview

Strategic Business Leadership

• Define and execute the regional aftersales strategy aligned with commercial and customer objectives
• Identify and develop growth opportunities in spare parts, consumables, and accessories
• Lead the regional digital and systems roadmap to improve visibility, automation, and scalability
• Standardize the MENCA aftersales operating model while adapting to local market needs
• Build long-term organizational capability through process maturity and talent development

Service Performance & Customer Experience Governance

• Own MENCA service performance framework, and end-to-end service SLAs
• Govern distributor and service partner networks through structured audits, performance scorecards, and capability development
• Establish contact center performance standards, escalation governance, and customer recovery processes
• Ensure compliance with regional service policies, safety standards, and regulatory requirements
• Lead Voice of Customer programs and drive a structured service improvement roadmap

Commercial & Financial Ownership

• Own regional aftersales revenue targets and pipeline health
• Develop and manage annual commercial programs including rebates and incentive structures
• Own warranty, goodwill, and service cost governance with clear cost control objectives
• Protect margins through structured failure analysis and root cause elimination
• Monitor sales trends and financial performance to drive data-based decisions

Operational Excellence & Execution

• Lead end-to-end order pipeline management to ensure predictable fulfillment performance
• Implement robust processes for availability management and backorder control
• Establish operational dashboards and reporting cadence to drive accountability
• Ensure timely and accurate communication with distributors and internal stakeholders

Analytics & Performance Management

• Develop data-driven decision frameworks using Excel, Power BI, and enterprise systems
• Own weekly and monthly performance reviews across sales, operations, and service KPIs
• Use analytics to forecast demand, identify bottlenecks, and optimize working capital
• Promote fact-based decision making across the aftersales organization

People Leadership

• Lead and develop the regional aftersales organization with clear accountability structures
• Establish governance forums and structured performance cadences across markets
• Build a high-performance culture focused on operational discipline and customer outcomes

Candidate Profile

• Regional Aftersales Leadership: 12 to 15+ years leading multi-market aftersales or service operations organizations with full operational and commercial accountability
• Commercial & P&L Ownership: Proven track record driving revenue growth, margin improvement, and structured cost governance including warranty management
• Service Performance Governance: Deep expertise managing service KPIs , distributor networks, and service partner ecosystems
• Operational Transformation: Demonstrated success in process standardization, digital enablement, and scaling operating models across markets
• Analytical & Systems Capability: Advanced proficiency in Excel, Power BI, and ERP platforms such as SAP to drive data-based decisions
• Strategic Stakeholder Leadership: Ability to influence senior leaders and align cross-functional teams in complex regional environments
• People & Organizational Development: Experience building and leading high-performing teams with clear governance and accountability structures

Success Metrics

• Aftersales revenue growth and margin improvement
• Service performance KPIs
• Order fulfillment reliability and pipeline health
• Warranty and service cost optimization
• Distributor performance and partnership effectiveness
• Delivery of continuous improvement initiatives