VP Customer Excellence EMEA hybrid (w/m/d)

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Foodservice Systems division is a world-leading supplier of kitchen facilities, equipment and supplies solutions. As a full system manufacturer, distributor and program management partner, we supply global chains in the quick-service restaurant, convenience store and supermarket segments, helping to manage unit growth and upgrade their facilities.

About the job

The VP Customer Excellence EMEA for our Foodservice Systems division is responsible for leading all customer facing support, supply chain support, and operational fulfillment functions across the EMEA region. The role oversees Inside Sales Projects, Warehousing, and Shipping, ensuring excellent service delivery, operational efficiency, and full compliance with global processes.

This position plays a critical leadership role in driving operational excellence, digital transformation, and continuous improvement, while ensuring close alignment with Sales, Marketing, Operations, R&D, Quality, and global Customer Excellence. The position reports directly to the VP Global Customer Excellence, based in Bad Säckingen.

Your tasks

• Inside Sales Projects
  • Lead and develop the Inside Sales organization across projects and resupply.
  • Ensure efficient processing of customer inquiries, quotations, project coordination, and technical support.
  • Collaborate closely with VP Sales EMEA on escalations and complex customer requests.
  • Maintain strong operational collaboration with the production facility in Poland.
  • Own forecasting processes to ensure capacity, workload, and customer requirements are accurately anticipated.
  • Drive FTE planning and productivity optimization.
  • Lead digital transformation initiatives to modernize tools, workflows, and customer interaction channels.

• Warehousing
  • Lead warehouse operations including receiving, picking, FTL, LTL, and parcel shipments.
  • Ensure fulfillment accuracy, service reliability, and timely order processing.
  • Drive intralogistics improvements and automation initiatives.
  • Develop and execute investment plans for warehouse infrastructure, equipment, and technology.
  • Implement optimization programs focused on productivity, throughput, and space utilization.
  • Ensure a strong health & safety culture and compliance with all HSE regulations.

• Shipping
  • Oversee inbound container imports (approx. 600 US containers, 300 Asia containers annually).
  • Maintain operational excellence with freight forwarders and logistics partners.
  • Ensure correct and timely customs documentation and regulatory compliance.
  • Manage outbound export processes across EMEA markets.
  • Guarantee strict adherence to export restrictions and international trade compliance.
  • Continuously optimize shipping cost, lead time, and reliability.

• Leadership Responsibilities
  • Serve as a key member of the FS EMEA Management Team, contributing to regional strategy and business planning.
  • Drive customer-centric culture and operational excellence across all functional areas.
  • Build strong collaboration with Sales, Operations, Procurement, Quality, Finance, and the global Customer Excellence organization.
  • Lead and develop a large, multi-functional team of approximately 150+ employees.
  • Foster continuous improvement through KPIs, Lean methodology, and data-driven decision-making.
  • Ensure organizational readiness for growth, scalability, and digital transformation

Requirements

• 10+ years of leadership experience in customer support, supply chain operations, or similar multi-functional environments
• Experience leading large operational teams (100+ employees)
• Strong knowledge of import/export processes and compliance.
• Proven track record in process optimization, forecasting, and digital transformation.
• Ability to navigate escalation management and cross-functional collaboration at senior levels.
• Bachelor / Master degree

Preferred:

• Experience in manufacturing, technical products, or project-based customer service environments.
• Background in OEM procurement and warehouse automation.
• International leadership experience within EMEA.

Key Competencies:

• Strategic and operational leadership
• Customer orientation and escalation management
• Strong analytical and forecasting skills
• Supply chain and logistics expertise
• Change leadership and digital mindset
• Cross-functional stakeholder management
• Continuous improvement / Lean methodology

What we offer you

• Flexible working hours
• 30 days of vacation plus 4 additional company holidays
• Full access to LinkedIn Learning (including dedicated learning time) and financial support for further training
• Christmas bonus and vacation bonus
• Company pension scheme and comprehensive health management, including occupational health services
• Employee Assistance Program (support for personal or professional matters)
• Corporate benefits and employee gifts for various occasions
• Company and sports events such as summer parties, team outings, or football tournaments
• Free drinks (coffee, tea, water), fresh fruit provided daily, and modern office facilities

Contact details

Nadja Günthard, Global Head of Recruiting and Talent

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