Head of Customer Relations

hace 2 semanas

Santiago, Metropolitana, Chile FLSmidth A tiempo completo

Key Individual Accountabilities:

The Head of Customer Relations is responsible for overseeing the execution of both customer engagement strategies and demand planning activities. This role is responsible for driving high-impact interactions with key customers while ensuring internal alignment across commercial, operational, and service functions to meet those customers' evolving needs.

Operating at the intersection of customer relationship management and demand planning, the role ensures that customer satisfaction, loyalty, and operational efficiency are consistently achieved. This is done by aligning customer demand with regional sales goals, global business centers (GBCs), regional service line management (RSLM), and professional services. The manager acts as both a strategic partner to customers and an internal champion for planning excellence, working cross-functionally to turn insights into actions that improve performance, reliability, and service delivery across the mining equipment lifecycle.

This position requires a blend of customer service expertise, strategic foresight, industry knowledge (especially in mining and heavy equipment), and operational acumen. The individual must be capable of leading a team, fostering collaboration, and continuously improving how customer needs are forecasted, planned, and fulfilled.

Key Skills & Competencies:


•Leadership & Team Management: Ability to manage and motivate a diverse team of customer relations representatives while fostering a customer-centric culture.
•Sales & Customer Service Expertise: In-depth knowledge of sales processes, customer relationship management, and service excellence.
•Demand Planning & Forecasting: Strong understanding of demand forecasting, inventory management, and resource allocation.
•Drive the forecasting process for contracted / high-selling items, gaining sign-offs from Customer / Service Line Managers / Account managers
•Analytical Thinking: Ability to analyze sales data, forecast trends, and provide actionable insights to improve performance.
•Communication & Interpersonal Skills: Strong verbal and written communication skills with the ability to engage effectively with both customers and internal teams.
•Problem Solving: Ability to address complex customer issues, resolve conflicts, and make decisions that align with business objectives.

Key Performance Indicators:


•Win rate and establishment of PLA´s
•Revenue growth
•Overall reduction in lead time
•Customer satisfaction

As an equal opportunity employer, FLSmidth embraces diversity and equality by promoting an environment of inclusion. We encourage applicants of all backgrounds and perspectives to apply - the more diverse our employees are, the stronger our team is. In our commitment to equal opportunity and eliminating bias, we kindly request that you exclude personal information such as age, ethnicity, marital status, number of children, and photographs from your application materials.

FLSmidth is the leading supplier of engineering, equipment and service solutions to customers in the mining and minerals industries – for more information please visit

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