Vice President- Customer Care M/F

• Job offer expiration:13/06/2026
• Type of work:Hybrid
• Role:Individual Contributor / Specialist
• Location:Europe, Denmark, Horsens

Strategic Leadership
Define and execute the CCC strategy, operating model, rollout, governance, and transition to a one-front-door customer model while aligning Executive and divisional leadership.

Operating model
Define Tier 0-3 structure, intake flow, SLAs, escalation paths, and clear ownership to ensure consistent customer handling.

Customer Satisfaction & Retention
Manage escalations for strategic accounts and own KPIs incl. OTIF first promise, claim cycle time, first-contact resolution, repeat claim rate, customer effort, and resolution quality.

Customer Experience & Insights
Drive NPS, CSAT, CES, customer insight analysis, and operational improvements.
Monitor and present customer satisfaction trends to Group and divisional leadership

Operational Excellence & Governance
Establish SLA governance, improve routing accuracy, response quality, scalability, and process efficiency.

Team Leadership
Build and lead the CCC organization, recruit capabilities, manage FTE transfers, and create a customer-focused culture.

Cross-functional Collaboration
Partner with divisional leadership, Sales, KAM, Operations, Engineering and Quality to execute customer interface handovers and define ownership boundaries.

Digitalization & Reporting
Define CRM, case management, portal, reporting, and self-service requirements incl. implementation of digital tools, dashboards, rollout status, risks, and actionable customer intelligence for senior leadership.

• 10+ years in customer service operations, customer experience, or customer-facing operational leadership, with at least 5 years at VP or Senior Director level.
• Demonstrated track record of building or transforming a customer service function, not solely managing an established operation.
• B2B industrial, engineered products, energy, or manufacturing sector experience is required. Familiarity with Tier 1 OEM relationships and long-cycle customer contracts is strongly preferred.
• Proven ability to drive organizational change in a multi-divisional or matrixed environment where influence must be earned through credibility and results.
• Experience leading teams across multiple geographies and managing cross-cultural stakeholder relationships.
• Hands-on experience with CRM and case management systems (Salesforce, ServiceNow, or equivalent); ability to define system requirements and work effectively with IT on implementation.
• Strong commercial acumen: understands the link between customer service performance, revenue retention, cost of poor quality, and contract renewal.
• Excellent communication skills in English; additional European languages are an advantage.
• Familiarity with ISO, lean, Six Sigma, or structured process improvement methodologies is an advantage.

Preferred Attributes:

• Builder mentality who is energized by the pressure and ambiguity of a greenfield build and capable of operating without a defined playbook in the early phases.
• Operationally disciplined to design processes, sets SLAs, and holds both team members and divisional partners to them.
• Credible with senior executives and capable of presenting to Divisional Presidents and Group leadership, holding positions under pushback.
• Data-driven leadership style who uses metrics to diagnose problems and drive decisions, not to report activity.

By joining KK Group, you will be part of a culture where diversity is embraced, every nationality is respected, and trust and collaboration across perspectives drives our success. Across our global organisation, we offer a wide range of job opportunities spanning office-based roles, production facilities, and onsite positions worldwide. Our roles cover multiple functions, locations, and disciplines, providing diverse career paths across the business. Whether you’re interested in engineering, manufacturing, operations, or support functions, you’ll find opportunities at KK Group to grow your skills, contribute to meaningful work, and make an impact.