Are you energized by optimizing processes and building strong bridges between sales, service, and operational teams? Do you thrive in a matrix environment where you can harmonize structures, drive digitalization, and elevate customer satisfaction?
Then the role of Head of Sales Back Office Operations for the Western Europe Cluster is the ideal next step to boost your impact. In this key position you shape clustered SBO processes, streamline sales operations, and ensure a seamless information flow that strengthens both efficiency and customer experience across the region.

What you will be doing:

With a team of 8 local SBO Agents and our shared service center in Poland you ensure excellence and harmonization of SBO processes across the Western Europe cluster (Belgium, Luxembourg, France and the Netherlands). You are the strategic and operational link between central structures, local teams, and stakeholders, ensuring customer-focused support, data quality and smooth sales operations. You act as a change agent, drive digital initiatives and improve ways of working; always with an eye on customer satisfaction and continuous improvement.

Your key responsibilities include:

• Promote the harmonization and excellence of SBO processes across the market/group, in close collaboration with the regional SBO teams.
• Manage national sales processes (e.g. local pricing issues, logistical support issues, contractual issues) and keep abreast of local sales strategies, promotions, etc.
• Act as cluster representative (for issues, feedback) and manage escalation triggers and report local needs to central SBO.
• Focus on customer feedback and reports to identify areas for improvement (e.g. NPS/ CSAT).
• Ensure a smooth flow of information between cluster stakeholders and the regional SBO manager.
• Carry out performance evaluations, design KPIS/SLA’s for E2E SBO (design and execution),
• Support digital initiatives (Tradeplace, B2B Portal, EDI, etc.) and ensure high-quality data processing (e.g. master data maintenance).
• Report to the regional Head of SBO.

Why choose this job at Miele

At Miele, we are committed to talent, growth and sustainability. We are building a diverse and inclusive work environment where everyone gets equal opportunities and can be the best version of themselves. Working from your talent makes you happy and gives you energy and desire to make a difference. Together, we work on innovative solutions that not only contribute to the success of the company but also have an impact on society.

We offer you:

• A temporary 12-month contract (maternity leave replacement).
• We supplement your salary with nice extras: insurances, meal vouchers, bonuses, cafeteria plan, eco vouchers and discounts on company products.
• Company car, charging card, laptop and iPhone.
• 39-hour work week with annual: 6 days flextime and 3 extra days leave on top of the legal 20 days leave
• Flexible working hours, combined with teleworking, so you can find a good balance between your work and your free time.
• A modern working environment and the necessary tools to work optimally.
• A strong brand and a stable family business that attaches great importance to customer satisfaction.

The Head of SBO Operations we are looking for:

• University degree in commerce, business administration or a related field.
• Minimum 5 years of experience in sales operations and at least 3 years of experience in people management.
• Strong leadership abilities with experience working in matrix and multicultural environments.
• Excellent communication skills in English, French & Dutch, and ability to build strong stakeholder relationships.
• Strong analytical and process understanding, with a pragmatic and structured mindset.
• Project management experience and organisational skills to prioritize effectively
• Willingness to travel occasionally to the countries within the cluster. 

Would you like to join us on a quest for "Immer Besser" and further develop your career? Then apply now! We are already looking forward to meeting you.

At Miele we strive for a premium and inclusive recruitment process. Please inform us of any specific needs or adjustments so that we can create an enjoyable and accessible experience for you. We value diverse perspectives and believe in equal opportunities for all. Our selection is based on experience and competencies.

We ask agencies not to send us resumes. We do our own recruiting. Resumes sent are considered donations.