Business Owner — After Sales (Service Excellence)

Job description

We are seeking a Global Business Owner — After Sales to shape the future of our global customer service organization. As the global business owner for the Contact-to-Closure (C2C) process, you will define the future service operating model, drive process excellence, digital transformation and AI enablement, and establish scalable global standards across our service organization. Acting as the central interface between Business and IT, you will work closely with Executive Management, Service, Sales, Engineering, Supply Chain, Quality and external partners, as well as the CRM Business Owner and the AI & Business Automation Lead as fellow initiative owners. You report program status through the Strategic Program Lead, who runs cross-portfolio governance across all Commercial Excellence workstreams, and report to the Director Digital & Commercial Transformation, Audio. This role is based in Portugal. Key Responsibilities Own the global Contact-to-Closure (C2C) process and drive its continuous improvement across all regions Define and execute the global After Sales strategy, process roadmap and governance model Own the Salesforce Service Cloud platform as business owner, including the Repair Center operating model and technician allocation Align business requirements across Service, Sales, Engineering, Supply Chain, Quality and IT, translating them into scalable digital solutions Drive process standardization, AI enablement and automation to improve customer experience, operational efficiency and business performance Act as the primary business counterpart for Product Owners, IT and implementation partners, ensuring successful delivery and adoption of global capabilities Define and monitor global service KPIs, standards and best practices while driving business ownership and continuous improvement Lead cross-functional transformation initiatives and establish a scalable, customer-centric global service operating model Master's degree in Business Administration, Engineering, Information Systems or a related field 5+ years of experience in Customer Service, Service Excellence, Process Management, CRM or Digital Transformation Deep understanding of end-to-end After Sales / Contact-to-Closure (C2C) processes in an international environment Experience with Salesforce Service Cloud or comparable enterprise service platforms from a business ownership perspective Proven ability to lead cross-functional transformation initiatives and align diverse business stakeholders Strong analytical, communication and stakeholder management skills with a hands-on, results-oriented mindset Passion for customer experience, process excellence, AI-driven innovation and scalable global business solutions What We Offer Direct ownership of a newly created role at the center of Audio's AI transformation Fast, decision-led environment backed by Private Equity ownership — no legacy bureaucracy A tight-knit, four-person Digital & Commercial Excellence team with high autonomy and visibility to executive management The opportunity to shape AI governance and adoption from the ground up across a global business At Keenfinity Group Audio, we are a globally leading provider of innovative professional audio, security and communication solutions. Within our business, globally recognized brands such as Electro-Voice, Dynacord and Telex power communication, collaboration and live experiences around the world. As part of our Digital & Commercial Excellence organization, we are building a modern, AI-enabled and customer-centric commercial engine that scales with the business, backed directly by Private Equity ownership and a fast, decision-led operating model.