Senior Finance Manager – Customer Care

Role Summary

The Senior Finance Manager – Customer is a senior finance partner to the Finance Director, Customer and Customer leadership team, providing both strategic finance leadership and hands-on support across Customer Care, Service & Repair Operations, Driver Grade B, S&A and related customer propositions. The role leads the Customer Care performance agenda, translating P&L, operational and market data into clear insight, recommendations and actions. It shapes investment decisions, service model economics, warranty and repair governance, transformation business cases and value creation initiatives, while remaining close to the detail of monthly reporting, forecasting, analysis and modelling. Working with Operations, Commercial, Market and Finance teams, the role drives financial discipline, accountability, benchmarking and performance transparency across markets.

Key Responsibilities

Financial Strategy & Performance Management

• •Lead the Customer financial performance agenda, including monthly actuals vs forecast review, trend analysis, executive commentary and performance actions.
• •Own the Customer P&L narrative across Driver Grade B, S&A, Customer Care and Repair, linking performance to business priorities and strategic choices.
• •Set clear reporting standards, dashboards and non-financial measures, while staying close to the underlying data, quality and operational drivers.
• •Analyse performance across Customer Care, Retailer Support, Service & Repair Operations and markets, identifying root causes, trade-offs and improvement actions.
• •Drive market benchmarking and cross-functional performance reviews, highlighting best practice and improvement opportunities.
• •Embed financial governance, data discipline and consistent reporting to support clear accountability and decision-making.

Business Case Assessment & Governance

• •Lead financial assessment and investment governance for Customer Care, Retailer Support and Service & Repair Operations business cases, including hands-on modelling of cost, margin, ROI, payback, risk and benefits.
• •Evaluate warranty initiatives, including policy changes, extensions, customer propositions, service models and long-term financial impacts.
• •Provide senior finance input on CAPEX/OPEX evaluations, transformation programmes, new country or service model launches, and process improvements.
• •Embed robust financial governance, ensuring decisions are supported by valid assumptions, clear rationale, ownership and measurable outcomes.
• •Partner with Operations, Commercial and Market leadership to challenge assumptions, influence decisions and drive sustainable value.
• •Drive cost control, productivity and margin improvement across Customer Care and Service Operations.
• •Provide insight on operational efficiency, service cost drivers, resource allocation, working capital and market trade-offs.

Pricing, Inventory & Commercial Insights

• •Lead financial input into pricing, promotional strategy and service line optimisation across Customer Care and S&A.
• •Highlight inventory, working capital and market risk exposure, with clear actions to mitigate financial impact.
• •Assess service line profitability and commercial trade-offs across Retailer Support, repair, warranty and customer propositions.

Reporting, Board & Management Support

• •Lead the financial narrative for Chief Customer Officer updates, senior leadership reviews and business performance forums.
• •Prepare executive and board-level materials covering performance, strategic choices, risks, opportunities and required decisions.
• •Translate complex financial and operational data into clear recommendations for senior non-financial stakeholders, backed by hands-on analysis and evidence.
• •Shape monthly performance meetings, business reviews and leadership sessions by surfacing decisions, trade-offs and ownership.

Knowledge, Experience & Skills

• •Strong senior finance partnering, performance management, reporting and governance experience, with the ability to remain hands-on with analysis, reporting and modelling.
• •Qualified accountant or finance professional, with a Bachelor’s or Master’s degree in Finance & Accounting preferred.
• •Proven ability to influence senior stakeholders and turn financial insight into business decisions and actions.
• •Deep experience with P&L, balance sheet, forecasting and month-close processes under local GAAP and IFRS.
• •Financial analysis and performance leadership experience in a customer-facing, service or operational environment.
• •Advanced business case, investment appraisal and benefits validation experience, with focus on measurable outcomes.
• •Strong commercial acumen, with the ability to assess key financial drivers, contract implications, risk, governance and strategic trade-offs.
• •Advanced Excel skills and financial systems experience, including SAP, Hyperion and Onestream.
• •High mental agility, with ability to connect operational performance, financial outcomes and strategic priorities into a clear executive narrative.

Critical Attributes

• •Commercially minded, outcome-focused and proactive in improving performance.
• •Confident senior influencer, able to challenge constructively and build alignment across Finance, Operations, Commercial and Market teams.
• •Comfortable with ambiguity, able to connect complex topics and bring structure to decisions.
• •High integrity, accountability and continuous improvement mindset, with strong ownership of outcomes.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.