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

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?

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

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.

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