Director OF Customer Experience

Company Description Imagine a place where your contributions lead to real impact. Welcome to TOMRA, where innovation and sustainability are at the core of our mission. From all corners of the world, we transform how we obtain, use, and reuse the planet’s resources. With innovation at our core, we develop and manufacture sensor-based sorting technologies for the global recycling and waste management industry. Our success is reflected in more than 9,000 sorting units installed and a presence in over 100 countries - making TOMRA Recycling a trusted partner for customers around the globe. At TOMRA, we encourage a culture of purpose, collaboration, and continuous improvement. Our teams are empowered to make a real impact - driven by passion, guided by responsibility, and inspired by innovation we make a shared commitment to sustainability. We believe that diverse perspectives fuel creativity, and we actively cultivate an inclusive workplace where everyone feels valued and heard. Join us in shaping a better future through technology that matters. Job Description About the role You lead the customer experience strategy for the Americas region, with a clear focus on customer satisfaction, strong relationships, and reliable execution. You ensure that customer-facing operations run smoothly, projects are delivered professionally, and service quality continuously improves. As a leader, you act as a role model for TOMRA’s values and set the standard for customer‑centric leadership. What You Will Do Lead and develop CPM, Technical Support, and Field Service teams, ensuring safe operations and high service levels Drive customer‑focused project execution in metal and waste recycling across technical, commercial, and organizational dimensions Review sales inputs and contracts, manage internal projects, and ensure strong cross‑functional coordination Act as the main escalation point for complex customer issues and ensure sustainable resolutions Monitor customer feedback and service KPIs to drive continuous improvement Work closely with Sales, Marketing, and Product to strengthen customer engagement and retention Develop team capabilities through targeted training and hands‑on leadership Qualifications What you bring to the team Strong customer focus with a proven ability to build long‑term, trust‑based relationships Hands‑on, collaborative leadership style that empowers and develops teams Ability to create clarity, set priorities, and drive disciplined execution in complex environments High level of self‑leadership, ownership, and continuous improvement mindset Experience working in global, cross‑cultural environments Degree in a relevant technical field; experience in an industrial or recycling environment is a plus Solid technical understanding, including reading mechanical drawings and wiring diagrams Strong execution, adaptability, and leadership through influence and example Additional Information Ready to make an impact? If you are interested in this opportunity, please submit your updated CV. We are looking forward to your application! Tomra does not differentiate on the basis of gender, race or ethnicity, religion, color, sexual orientation or identity, disability, age and other protected statuses as given by applicable law. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer. #J-18808-Ljbffr