Customer Service Director

Who We Are On July 1, 2025, IPL Plastics merged with Schoeller Allibert to form IPL Schoeller (the ‘company’). The Company’s 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.4,100 employees across North America (1,600 employees) and Europe (2,500 employees.) The role The Customer Service 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 engagement. In this role, you will collaborate closely with sales, operations, supply chain, 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. Ideal candidate will live within driving distance of one of our manufacturing plants in the US and will be required travel to meet with various CS teams across North America

• Develop and execute a regional customer service strategy, organization, and model that are aligned with global objectives.
• Evaluate and update customer service roles and responsibilities against business needs and best practices.
• Build and lead high-performing, geographically dispersed customer service teams that map to the new org structure.
• 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.
• 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.

• Bachelor’s degree in business, Operations, or a related field will be advantageous
• Professional certifications in Change Management, Six Sigma, or Customer Experience are a plus.
• 10+ years of progressive leadership experience in customer service or operations, with at least 5 years in a regional or multi-market role.
• Must have experience in a comparable role in a multi-plant manufacturing environment.
• 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.