Commercial Excellence Director – Remote
Manufacturing
DwyerOmega is transforming the world one measurement at a time. We are a fast‑growing, PE‑backed global manufacturing and engineering group known for our agility, acquisitive growth, and innovative culture. As we continue expanding our EMEA footprint, we’re looking for a talented Commercial Excellence Director – Europe to lead and elevate commercial performance and customer experience across our European region.
This is a senior, high‑impact leadership role, partnering closely with Sales, Operations, Supply Chain, and Engineering to ensure customer commitments are met while driving revenue growth, margin expansion, and consistent execution.
Reporting to the VP of Europe Sales, you will own commercial excellence end‑to‑end – from sales effectiveness and customer service to technical support, delivery performance, and distribution strategy.
What you’ll be responsible for
Commercial Excellence & Sales Enablement
- Drive sales effectiveness through CRM optimisation, pipeline management, forecasting, and analytics
- Improve sales visibility, conversion, and productivity alongside Sales Leadership
- Lead commercial planning, reporting, and data‑driven decision‑making
- Support pricing execution, go‑to‑market optimisation, and channel effectiveness
- Build and deploy commercial capabilities including tools, training, and onboarding
Customer Experience & Service
- Lead European Customer Service operations (order management, inquiries, returns, complaints)
- Define, track, and improve KPIs such as order accuracy, response time, and RMA cycle time
- Standardise processes across countries to deliver a consistent, high‑quality customer experience
Technical Support & Application Engineering
- Lead Application Engineering and Field Application Engineering teams across Europe
- Implement a tiered technical support model to improve responsiveness and efficiency
- Establish KPIs for resolution time, escalation rates, and first‑time fix
- Ensure strong knowledge management, training, and feedback loops to Product Management
Delivery Performance & Distribution Strategy
- Own delivery performance and customer expectation management
- Partner with Supply Chain and Operations to align demand, inventory, and commitments
- Define and optimise the European distribution footprint and stocking strategy
- Improve OTIF, lead times, fill rate, and backlog performance
- Lead escalation management for critical delivery issues
Cross‑Functional Leadership
- Act as the voice of the customer across Sales, Operations, Supply Chain, and Engineering
- Align stakeholders around shared commercial and customer performance objectives
- Play a key role on the European Commercial Leadership Team
What we’re looking for
- Bachelor’s degree in Engineering, Business, or related field (MBA preferred)
- 8–12+ years of senior leadership experience in commercial excellence
- Background in industrial or technical product environments
- Proven experience leading cross‑functional teams across multiple countries
- Strong commercial acumen with hands‑on operational execution capability
- Expertise in CRM systems, analytics, and performance management
- Fluent English required; additional European languages are a plus
Apply now for Immediate consideration.
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