Dealer Service Team Lead EMEA (f/m/d)

Patagonia is an outdoor apparel company founded in 1973. At a time when all life on earth is under threat of extinction, we aim to use the resources we have—our business, our investments, our voice and our imagination—to influence changes needed to protect our planet. A registered B Corporation and founding member of 1% for the Planet, Patagonia is recognised internationally for its commitment to product quality and environmental activism, contributing over $145 million in grants and in-kind donations to thousands of grassroots environmental groups around the world.

Your role:

As Dealer Service Team Lead EMEA (f/m/d), you’ll be helping Patagonia achieve its mission by driving operational excellence across wholesale service delivery in the region. Acting as the functional lead for all Dealer Service across EMEA, the role brings together the work of the local Dealer Services teams, coordinates seasonal execution, and shapes service standards to ensure dealers receive consistent, proactive, and high-quality support. The role contributes to Patagonia’s commercial success and customer satisfaction by aligning regional service execution with the broader Marketplace strategy and global tools.

Main tasks:

• Provide functional leadership to the local Dealer Service teams across multiple EMEA offices. Set KPIs, facilitate onboarding and training, and coach performance to ensure consistent and excellent service delivery and team engagement in collaboration with direct managers. Contribute to capacity planning and resource allocation.
• Manage the execution of seasonal orderbook delivery activities, such as delivery coordination and clean-up processes. Collaborate with Logistics and Sales to meet financial targets and ensure customer-specific requirements are fulfilled. Monitor and report on orderbook health and proactively address issues to maintain operational continuity.
• Shape the 1–3 year Dealer Service roadmap in collaboration with the Wholesale Operations & Service manager and cross-functional teams. Define dealer satisfaction metrics, lead the Voice of the Dealer survey, and drive continuous improvement initiatives based on feedback and performance trends. Track and analyze key service metrics such as clean book rate, lead times, and escalation resolution.
• Serve as the key point of contact for internal stakeholders and external dealer partners on service and operational topics. Coordinate communication on deliveries, quality issues, and seasonal readiness, and lead operational reviews with Key Accounts to elevate service standards. Support the team with operational issues and serve as an escalation point.
• Champion consistency in how Dealer Service processes are documented and executed across the region. Identify local adaptations where needed and ensure alignment with global tools and standards. Lead initiatives to reduce manual work and improve operational efficiency.

What we’re looking for:

• An inclusive mindset
• Experience in matrix organization managing multicultural team
• Experience in people management ideally in Service/Operations team
• Fluent in English; additional European languages are a plus
• A love of the outdoors
• An interest in saving our home planet and making a positive impact through your work
• Full understanding of dealer service operations, applied to navigate complex wholesale processes across order management, delivery coordination, returns, and repairs, ensuring consistency and quality across multiple countries.
• Full understanding of functional team leadership, used to lead through indirect reports, set performance expectations, coach team members, and foster a unified and engaged culture across regional offices.
• Full understanding of analytical thinking, applied to interpret service KPIs, report on orderbook performance, and guide team priorities through data.
• Full understanding of service design and continuous improvement, applied to define service excellence metrics, interpret dealer feedback, and lead initiatives that improve operational efficiency and customer satisfaction.
• Full understanding of stakeholder engagement and communication, used to manage escalations, lead dealer-facing communications, and influence cross-functional collaboration with Sales, Logistics, and Credit teams.

Other important details:

• This is a full-time position based in Amsterdam.
• We have a hybrid work model, working from home for maximum 3 days per week.