Job Title

Customer Centre Leader - North-America

Job Description

Reports to: Global Airports Domain Lead 
Location: North America
Direct Reports: Customer Center Leadership Team

Hay-level: 140* (this compensation level remains provisional pending verification and formal approval)

Travel: 25-50%
 

The Customer Center Leader – North America is responsible for delivering end-to-end value to our customers in a sustainable, profitable way. 
The role provides strategic and operational leadership for the Customer Center across the region, defining and executing its regional strategy (derived from one overall Airports mission and vision), and objectives. This includes ensuring operational excellence, customer satisfaction, and profitable growth through seamless collaboration across all regional activities e.g. but not limited to: Bid Management, Sales, Sales Engineering, Project Management, Integration Management, Mechanical & Electrical Engineering, Site Operations, and Site-Based Services. 

As a member of the Global Airports Leadership Team, the Customer Center Leader contributes to the global Airports strategy, aligning regional execution with global objectives, and co-leading key strategic (global) initiatives. 

Your responsibilities

Strategic Leadership  

• Define and communicate a clear vision, purpose, and strategy for the Customer Center North America 

• Lead the commercial and operational development of the regional business, ensuring sustainable and profitable growth.  in line with domain and corporate development targets. The role has full Profit & Loss responsibility for all regional activities and is expected to promote the inclusion of new services and offerings, as developed by the Vertical New Business Ventures, to its existing customer base depending on their level of maturity in the region. 

• Ensure alignment between regional goals and the global Airports strategy, driving consistency and collaboration. 

• Champion innovation, digitalization, and sustainability within all regional operations. 

• Foster strong relationships with key customers and partners to maximize long-term value creation. 

• Represent the region in global strategic forums, contributing insights to global business evolution. 

Operational & Managerial Leadership  

• Lead, coach, and develop the Customer Center Leadership Team and associated Regional Capability Centers. 

• Oversee all core regional activities — including but not limited to Bid Management, Sales, Sales Engineering, Project Management, Integration Management, Mechanical & Electrical Engineering, Site Operations, and Site-Based Services — ensuring end-to-end value delivery. 

• Accountable for full regional P&L, budgets, forecasting, and financial performance. 

• Drive operational excellence through continuous improvement, efficiency, and customer satisfaction initiatives. 

• Foster an inclusive, safe, and high-performance culture that promotes collaboration, wellbeing, and accountability. 

• Ensure effective communication, engagement, and transparency across all organizational levels. 

• Lead workforce planning, talent development, and succession strategies to build long-term organizational capability. 

What do we ask from you?

• Proven leadership experience in managing large, multidisciplinary teams across commercial, technical, and operational domains. 

• Strong strategic business acumen and ability to balance short- and long-term goals. 

• Experience delivering end-to-end customer value across multiple business functions. 

• Entrepreneurial and innovative mindset with a focus on business sustainability and continuous improvement. 

• Excellent interpersonal, communication, and stakeholder management skills, across diverse regions and cultures. 

• Ability to lead through complexity and change, with resilience and adaptability. 

• Sound commercial judgment and risk management capability. 

• Inspirational, inclusive leadership style that fosters trust and empowerment. 

• Commitment to personal and team growth through continuous learning. 

• Collaborative and open-minded, valuing feedback and cross-functional alignment. 

• Willingness to travel globally and engage in cross-regional leadership initiatives. 

High-Performance Culture and Behaviours 

• Role models organizational values and leadership behaviours. 

• Demonstrates enterprise thinking, accountability, and ownership for results. 

• Creates a culture of trust, empowerment, and collaboration. 

• Champions sustainability, go to market of innovation, and customer-centric thinking. 

• Encourages cross-functional teamwork, learning, and excellence. 

• Fosters inclusion, engagement, and shared purpose across the Customer Center. 

Contact

If this opportunity aligns with your expertise and ambitions, we invite you to apply by submitting your CV. For further information, please contact Stef Alferink (recruiter) by phone +31 413 755 087.