Director of Customer Success EMEA
What You Will Do
As Director of Customer Success for EMEA, you will lead and shape the region’s customer-focused strategy, ensuring a consistent, high-quality experience across all touchpoints. You will work cross-functionally with operations, plants, and sales teams to align service delivery with business objectives and customer expectations. This role is critical in driving customer satisfaction, retention, and long-term value, while proactively identifying opportunities to improve service processes and resolve customer concerns efficiently. You will also provide strategic input into forecasting, service mix, and pricing support, ensuring commercial decisions are aligned with customer needs and organisational goals.
What We Offer
- Competitive salary and performance-based bonus scheme
- Comprehensive benefits package including pension and healthcare
- Career development and progression opportunities within a global organisation
- Collaborative and inclusive working environment
- Opportunity to influence and shape customer success strategy across EMEA
How You Will Do It
- Lead and develop the EMEA Customer Success function, ensuring alignment with global strategies
- Build strong relationships with key customers to understand needs and enhance satisfaction
- Collaborate with sales, operations, and manufacturing teams to deliver seamless customer solutions
- Monitor customer performance metrics and implement continuous improvement initiatives
- Drive prompt and effective resolution of customer issues across the region
- Provide direction on forecasting, service mix, and customer-related planning activities
- Support commercial teams with pricing strategies, special concessions, and customer proposals
- Establish and maintain best practices in customer success and service delivery
- Develop and mentor a high-performing customer success team
- Report on customer trends, risks, and opportunities to senior leadership
What We Are Looking For
Required:
- Proven experience in customer success, service leadership, or a related function
- Minimum of 8 years’ professional experience in a customer-focused environment
- Strong leadership and team management capabilities across multiple markets
- Ability to collaborate effectively with cross-functional teams
- Excellent problem-solving and decision-making skills
- Commercial awareness and experience supporting pricing or forecasting activities
- Strong communication and stakeholder management skills
- University degree or equivalent combination of education and experience
Preferred:
- Experience working across the EMEA region
- Background in industrial, manufacturing, or service-based environments
- Familiarity with CRM systems and customer performance analytics
- Experience leading transformation or continuous improvement initiatives
About Us
At Johnson Controls, we transform the environments where people live, work, learn and play. As a global leader in smart, healthy and sustainable buildings, we deliver innovative solutions that integrate building systems, technology, and services. Our teams are committed to making a positive impact on people, places, and the planet. Joining Johnson Controls means becoming part of a collaborative, forward-thinking organisation where your contributions help shape the future of customer experience and operational excellence.
