Customer Service Director

Who We Are

On July 1 2025 IPL Plastics merged with Schoeller Allibert to form IPL Schoeller (the company). The Companys operations are split across North America (11 manufacturing plants) and Europe (16 manufacturing plants).

The company is headquartered in Dublin Ireland. IPL Schoeller is a leading manufacturer of sustainable rigid packaging solutions across a range of end market segments including returnable transit packaging consumer and industrial packaging environmental containers and agricultural packaging. The company employs c.4100 employees across North America (1600 employees) and Europe (2500 employees.)

The role

The Customer Services Director is responsible for leading and evolving the customer service strategy across multiple markets within the region. This role plays a pivotal part in ensuring exceptional customer experiences operational efficiency and team this role you will collaborate closely with sales operations and product development teams to drive improvements that positively impact the customer experience. A key focus of the role is to drive post-merger integration efforts harmonizing service delivery models systems and cultures across newly combined entities. The successful candidate will be a strategic leader with deep expertise in customer service operations change management and stakeholder engagement.

As a Customer Service Director at IPL Schoeller you will:

• Develop and execute a regional customer service strategy aligned with global objectives.

• Lead transformation initiatives to elevate customer satisfaction and loyalty.

• Oversee the integration of customer service teams systems and processes following mergers or acquisitions.

• Facilitate cultural alignment and change management across legacy organizations.

• Ensure continuity of service and customer experience during transition periods.

• Drive performance improvements through data analysis process optimization and technology enablement.

• Monitor and report on key service metrics ensuring consistent delivery across all markets.

• Manage regional budgets and resource allocation to support strategic priorities.

• Build and lead high-performing geographically dispersed customer service teams.

• Foster a culture of accountability collaboration and continuous improvement.

• Support talent development and succession planning.

• Collaborate with cross-functional teams including Sales IT HR and Legal to support integration and service delivery

• Act as a senior point of contact for escalated customer issues and strategic accounts.

What you will bring to the role:

• Bachelors degree in Business Operations or a related field will be advantageous

• Professional certifications in Change Management Six Sigma or Customer Experience are a plus.

• 7 years of progressive leadership experience in customer service or operations with at least 5 years in a regional or multi-market role.

• Proven track record of leading post-merger integration initiatives including systems teams and culture.

• Strong understanding of customer service technologies (CRM ticketing systems automation tools).

• Experience managing large diverse teams across multiple geographies.

• Excellent communication stakeholder management and conflict resolution skills

• Demonstrated ability to drive strategic change and deliver measurable improvements in customer satisfaction.

If youre ready for your next challenge and want to make an impact wed love to hear from you. Apply today.