GBS Tower Lead - Order-to-Cash International (EMEA, GEC & GHQ)

About the role

We are looking for an experienced and strategic GBS Tower Lead - Order to Cash (OTC) to lead service delivery across our International organisation, covering EMEA, Global E-Commerce (GEC), and Global Headquarters (GHQ). This is a high-impact leadership role responsible for driving operational excellence, standardisation, and transformation across the end-to-end OTC lifecycle. You will play a critical role in shaping a modern, scalable, and customer-centric Global Business Services (GBS) function, partnering closely with senior stakeholders across Finance, Commercial, Supply Chain, and IT. This role could be based in the Netherlands, UK or Poland. What You'll Be Responsible For Service Delivery & Operations Lead the end-to-end delivery of OTC services across multiple regions and entities Own performance against SLAs, OLAs, and key KPIs, ensuring high service quality and customer satisfaction Drive consistency and standardisation across processes and markets Manage escalations and resolve complex operational challenges Ensure business continuity and operational resilience Leadership & Team Development Lead, coach, and develop a high-performing international OTC organisation Build a strong, customer-focused and results-driven team culture Drive workforce planning, capability development, and succession planning Promote collaboration across GBS towers and business functions Process Excellence & Transformation Champion process harmonisation and continuous improvement initiatives Identify and implement automation, digitalisation, and simplification opportunities Support ERP and transformation programmes (including AI and workflow tools) Deliver measurable outcomes in productivity, quality, and customer experience Stakeholder Engagement Act as the primary point of contact for OTC across EMEA, GEC, and GHQ Build strong relationships with senior stakeholders and business leaders Lead performance reviews and proactively address service gaps Support strategic initiatives and business growth objectives Governance & Compliance Ensure adherence to internal controls, policies, and compliance requirements Maintain robust process documentation and audit readiness Identify and mitigate operational risks Drive KPI-led performance management and accountability Experience & Background 5+ years in Order-to-Cash, Customer Operations, Shared Services, or GBS Proven experience leading operations in a complex multinational environment Track record of delivering transformation and continuous improvement initiatives Strong understanding of service delivery, KPIs, and operational excellence Experience with ERP systems and tools such as JIRA or Blackline Education Bachelor's degree in Business, Finance, Supply Chain, or related field Master's degree is a plus Leadership & Skills Strong people leadership and coaching capability Strategic mindset with a focus on results and execution Excellent stakeholder management and influencing skills High level of commercial awareness and customer focus Data-driven with a passion for process improvement and automation Why Join Us? Lead a critical global function at the heart of the business Drive transformation and innovation in a modern GBS environment Work with senior international stakeholders across functions Be part of an organisation focused on growth, digitalisation, and continuous improvement Apply Now If you're ready to take ownership of a key global process area and build a high-performing OTC organisation, we'd love to hear from you. By submitting your application below, you are providing your prior consent to receive SMS messages to notify you of any updates to your application status and to engage in discussion throughout your application process. You can cancel the SMS service at any time. Just text "STOP" to any of our texts to unsubscribe. Message & data rates may apply. Message frequency may vary. If you have any questions regarding privacy, please read our privacy policy, https://www.hunterdouglas.com/privacy-policy or terms of use https://www.hunterdougla

Additional Information

Hunter Douglas is the world's leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we've defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally. We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What's yours?

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