Head of Customer Operations

As Head of Customer Operations , your mission is to make sure that hundreds of kitchen and wardrobe projects are delivered every month with an outstanding experience for our clients.

You will lead the team that owns the customer journey from handover (sale closed) until installation or delivery is successfully completed – across DIY and Full Service projects, in Spain first and progressively across Europe. You will prepare and lead the operational rollout in France and Germany, ensuring consistent delivery standards across countries.

We are looking for someone who deeply understands scalability , who has scaled teams and operations in previous roles, who excel in operational leadership, and who brings a strong process-automation mindset .

You will be the voice of the customer inside Operations , ensuring deadlines, budgets and quality standards are met while building scalable processes that allow CUBRO to expand with SG across multiple countries.

Key Responsibilities

1. Lead & Scale the Delivery Organization

Build, lead and coach a team composed of Project Managers , Delivery Support , Incident Resolution, Logistics Service Control (LSC), and Post Sales Support .

Define clear roles, responsibilities and interfaces within the team and with Design, and Supply Chain.

Set and monitor capacity models (e.g. projects per PM, per Delivery Support), and adjust the structure as volume grows.

Bring a proven ability to scale operations efficiently; moving from manual processes to streamlined, technology-supported workflows.

2. Own the End‑to‑End Delivery Journey

Own the customer journey from handover → design/technical closure → production readiness → delivery/installation → Post‑Sales .

Ensure we collect all necessary information from clients (measurements, constraints, decisions) at the right moment to avoid rework and delays.

Guarantee that DIY projects are delivered correctly and FS projects are installed on time, in full and with the expected quality .

3. Run Project Delivery at Scale (DIY & Full Service)

Lead the Madrid Delivery Hub coordinating projects in Spain and, progressively, France and Germany.

Ensure PMs plan and track all milestones (design, pre‑prod, production, logistics, installation) and keep customers informed.

Design and enforce standard playbooks for DIY vs FS, Spain vs other countries.

4. Build Delivery Support & Transform Operational Purchasing

Create and manage the Delivery Support function to take over repetitive operational tasks from PMs.

Redesign and own the operational purchasing process (today very manual): IKEA components, appliances and countertops orders.

Work closely with Tech and Vendor Management to standardise, template and, where possible, automate these workflows.

Build the Incident Resolution capability: a second line that manages complex issues (no‑shows, delays, site problems, damaged goods, last‑minute changes).

Define clear escalation paths with SG, external installers, stone providers, logistics and Post‑Sales.

Ensure incidents are resolved quickly, transparently and with minimal impact on NPS and margins.

6. Logistics Service Control (LSC) with SG

Lead the LSC function within Customer Success & Delivery , monitoring SG’s logistics performance (122 hubs across Europe).

Track and act on SLAs: on‑time deliveries, failed deliveries, damage rates, re‑deliveries.

Coordinate daily with SG and internal teams when logistics performance impacts customer delivery.

Drive all Post Sales Support efforts to ensure timely and quality incident resolution and customer inquiries.

7. Cross‑Functional Collaboration

Work closely with:

Design to ensure projects are functional, feasible and ready for production.

Supply Chain to align production capacity, quality and timings as well as capacity, SLAs and performance of installers, worktop suppliers and other 3Ps.

QA to integrate quality checks into the delivery process.

Post‑Sales to reduce recurrent issues and close the feedback loop.

Define, monitor and report on core delivery KPIs:

Lead time from handover to delivery/installation

Incident rate and resolution time

Margin per project (FS vs DIY)

NPS / satisfaction per country and project type

Drive continuous improvement initiatives to increase productivity , reduce operational costs and improve customer satisfaction .

9. Support International Roll‑Out

Ensure operational readiness for France and Germany :

Adapt playbooks and communication to local specifics.

Integrate the work of City Leads and local 3Ps once they exist.

Partner with Vendor Management and SG to secure capacity and service levels in new markets.

Performance Objectives

0–6 Months

Fully understand the current FS and DIY delivery flows in Spain and the existing pain points.

Map responsibilities across PM, purchasing (IKEA/electros/encimeras), logistics and Post‑Sales.

Set up a structured project assignment and tracking process for PMs.

Hire / reassign the first Delivery Support and shape the Incident Resolution role.

Define and launch basic dashboards for: project pipeline, delivery lead times, incident volume and customer satisfaction.

6–12 Months

Consolidate a Delivery team of 3–4 PMs in Madrid with clear playbooks for DIY vs FS.

Stabilise the collaboration with Pre‑Prod, QA and Vendor Management for Spain.

Redesign and standardise the operational purchasing flow (IKEA, appliances, countertops) to reduce manual work and errors.

Prepare operational playbooks and capacity assumptions for France and Germany .

Support SG production and logistics POCs (e.g. BCN, Paris) from the delivery side.

12–24 Months

Scale the Delivery team to support 500+ projects/month with increasing FS share and multi‑country scope.

Launch and operate LSC (Logistics Service Control) across Spain and first EU markets.

Maintain strong customer metrics (NPS, incident rates, on‑time delivery) while volumes grow and geographies expand.

Integrate City Leads (Paris, Berlin) and local 3Ps into a consistent operating model.

Be a key voice in the Operations leadership , shaping how CUBRO delivers projects across Europe with SG.

Who You Are

Experience:

6+ years in operations, project delivery or customer success in B2C/B2B2C environments (ideally with physical projects/services: furniture, home improvement, logistics, renovation, last‑mile, etc.).

Proven experience leading teams (PMs or similar roles) and working with external providers (installers, logistics, service partners).

Execution & Process:

Strong track record building and scaling operational processes (from manual → semi‑automatized → scalable).

Comfortable working with tools/CRMs, dashboards and KPIs.

Able to balance quality, speed and margin in decisions.

Customer & Communication:

Very strong communication skills, both with internal teams and end customers.

Able to manage complex, sometimes tense situations with calm and clarity.

Mindset & Skills:

Hands‑on: ready to jump into projects yourself while building the team and processes.

Problem‑solver: you enjoy “untangling” messy operational situations.

Comfortable in a high‑growth, ambiguous environment where many things are being built for the first time.

You thrive in environments where you inherit small, overloaded teams and manual processes, and you can transform them into scalable, structured operations

Languages:

Fluent in Spanish and English (working languages).

French or German is a plus.

Nice to have:

Experience with IKEA, kitchen/wardrobe projects, renovation, or last‑mile logistics .

Prior exposure to international roll‑outs (multi‑country operations).