Regional Director of Customer Solutions and Technical Service

Commercial Regional Director

The Commercial Regional Director is responsible for managing and servicing Diversey's institutional customer accounts within the assigned region. This role's commercial responsibilities include delivering customer growth targets, growing customer share of wallet, prospecting new accounts, and customer retention and satisfaction. This role includes managing the P&L for the region and leading a team of approximately four District Managers who have commercial and service responsibilities within their assigned districts.

There are approximately 20 territory managers and service technicians reporting to each District Manager.

This leader ensures world-class service delivery while enabling the team to identify customer needs, support revenue growth, and strengthen customer retention. This role is responsible for aligning service operations with the company's commercial strategy, strengthening collaboration between Sales and Service, and building scalable capabilities that enhance customer outcomes and growth. The role focuses on commercial and operational excellence, service innovation, digital enablement, and data-driven decision making to deliver best-in-class customer experiences across Diversey's portfolio of solutions.

Key accountabilities of the role include delivering Sales, margin, and profit growth versus business plan at current accounts, prospecting and winning new accounts, customer retention and satisfaction, and complying with service level agreements.

The position requires effective use of systems and tools for communication, reporting, and auditing, ensuring accurate documentation and transparency of all service activities. The ideal candidate is highly customer-focused, self-motivated, and capable of managing diverse tasks independently while meeting tight deadlines and contributing to overall business growth.

1. Safety, Leadership & Team Development

• Promote a culture of safety by actively promoting EHS policies, procedures, and best practices.
• Lead, coach, and develop District Managers and Field teams to drive a unified culture of service excellence and customer retention/growth.
• Advance talent capability across commercial engagement, service, and product/application expertise.
• Reinforce a culture built on safety, accountability, customer impact, and continuous improvement.
• Train and engage team members, make joint calls, and ensure strategy/program alignment.

2. Commercial Collaboration & Customer Value Creation

• Implement strategy and deliver financial performance for the region.
• Lead the identification and pursuit of new business opportunities, including account analysis and development of new account P&L models to support end-to-end customer acquisition.
• Partner closely with Sales Leaders, Key Account Teams, and Sectors to ensure service insights strengthen retention, renewals, and customer experience.
• Gain new customers consistent with regional strategy and sector growth plans. Update and grow sales funnel.
• Build service-driven commercial motions that align with the customers' needs and delivery value.
• Train and engage team members, make joint calls, and ensure program compliance.
• Launch new products and promotions across region.
• Conduct sales calls and perform site visits to monitor program performance and customer satisfaction.

3. Service Excellence & Operational Execution

• Improve field performance metrics and align with commercial goals for the organization to deliver profitable growth.
• Partner with sales to lead national equipment rollouts, multi-site implementations, and complex service projects.
• Ensure consistent delivery against SOPs, SLAs, and customer expectations across all regions for customer loyalty and retention improvement.

4. Financial Management & Performance Accountability

• Deliver business plan targets including revenue, gross profit, costs, new product, and new customer growth. Manage regional expense budget.
• Contribute to GM$ expansion by improving attachment rates, renewals, route density, and service-led efficiency.
• Own service budget performance, cost to serve vs Net Sales, fleet and asset cost management, and SG&A productivity.
• Use data to identify performance gaps and cost improvement opportunities.

• Bachelor's degree in business, Operations, Engineering, or related field.
• 10+ years of commercial experience
• 5+ years leading large teams.
• 10+ years' experience collaborating closely with sales, service, and commercial teams.
• Experience in B2B chemicals, food service, retail, hospitality, or institutional environments.
• Demonstrated success improving commercial performance and operational efficiency.
• Excellent commercial skills and experience promoting, selling, and closing deals.
• Strong financial acumen with experience managing budgets and P&L performance.
• Excellent communication, interpersonal, and organizational abilities.
• Demonstrated ability to negotiate at national level of organizations, along with ability to sell at operational…