Business Owner — After Sales (Service Excellence) New

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.

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