Senior Director, Global Aftersales

As we continue to grow, we're hiring a Senior Director (Global Aftersales) to shape the entire aftersales journey, from first customer contact through to repair, replacement, and recommerce. Position based in London (circa 30% travel)

About the Role

A senior leadership role with genuine global scope, accountable for the full aftersales value chain from the moment a consumer needs help through to repair, replacement, and recommerce. You will own the strategy, the P&L, and the partnerships that make post-purchase experience a competitive advantage for SharkNinja.

You will also be a key partner to product development, ensuring future products are designed with repairability in mind and that SharkNinja stays ahead of fast-evolving regulatory requirements across EMEA, North America, and LATAM.

What You'll Do

Define and execute the global aftersales strategy, across planning, operations and aftersales partners

Lead teams delivering end to end reverse logistics and returns execution across international markets, optimising grading, refurbishment, and recommerce to maximise recovery value and sustainability

Partner Consumer Experience to deliver an industry leading consumer repair and warranty journey, driving digital triage and self-service to improve first-time fix rates

Manage all third-party repair centre relationships including partner selection, SLAs, quality standards, and performance

Serve as the organisation's SME on Right to Repair and global warranty legislation, embedding compliance into product and supply chain decisions

Own the aftersales P&L and track KPIs across NPS, repair turnaround, cost per repair, and warranty claim rates

What You'll Bring

10+ years in senior aftersales, post-purchase, or service operations leadership within consumer electronics or home appliances

Deep knowledge of international Right to Repair legislation and the French Repairability Index including scoring, labelling, and ADEME reporting

Proven experience managing large-scale reverse logistics and third-party repair networks internationally

Strong commercial acumen with experience building parts sales channels and managing cost-to-serve

Experience with digital triage, self-service repair tools, or AI-driven consumer service is a strong plus

Additional European language capability in French, German, or Spanish would be a real advantage