Dealer Service Team Lead – Central Europe (f/m/d) – Maternity leave cover

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.

Overview

Your role:

We’re in business to save our home planet. The Dealer Service Country Team Lead ensures operational excellence and best in class service across their regional Dealer Service team. By managing local Dealer Service Operations Specialists and coordinating with dotted-line reports in other countries, the role drives seasonal execution, orderbook accuracy, and service delivery to wholesale partners. The Team Lead acts as the key escalation point for their region, contributes to harmonization of tools, processes and dealer service team culture across EMEA, and ensures that local execution reflects Patagonia’s values and service standards.

Responsibilities

• Regional team management and development: Lead and coach the Dealer Service Operations Specialists in the local market, and guide dotted-line reports in other countries within the region. Set goals, conduct regular 1:1s and team meetings, onboard new team members, and foster a collaborative team culture built on ownership, accountability, and shared service standards across markets.
• Seasonal execution and orderbook management: Coordinate seasonal tasks including orderbook clean-up, delivery tracking, repairs, and returns. Monitor orderbook health and ensure timely communication with Sales, Logistics, and Credit to meet financial and service targets.
• Escalation and stakeholder coordination: Act as the first point of escalation for operational issues within the region. Collaborate with internal stakeholders such as Sales, Wholesale Operations, Credit and Logistics to resolve issues and ensure alignment on service priorities and dealer needs.
• Process harmonization and documentation: Maintain and update market-specific process documentation and contribute to the harmonization of Dealer Service practices across EMEA. Identify local process improvements and share learnings with the Dealer Service Team Lead EMEA and peers in other regions.
• Operational contribution and service delivery: Manage a portfolio of wholesale accounts, executing the full Dealer Service cycle from order entry to returns and repairs. Elevate service to Key Accounts and contribute to operational reviews that drive continuous improvement and dealer satisfaction. Support dealer education on Patagonia’s repair philosophy, promoting sustainable service practices aligned with the brand’s environmental mission.

Qualifications

• An inclusive mindset
• Work experience in dealer service or wholesale operations
• Full understanding of dealer service operations applied to manage orderbook execution, delivery coordination, returns, and repairs across multiple countries, ensuring consistency and quality in service delivery
• Good understanding of team guidance and coaching—used to lead direct reports and guide dotted-line team members, set goals, provide feedback, and build a collaborative and high-performing team culture across the region
• Full understanding of stakeholder collaboration—applied to coordinate with Sales, Logistics, Credit, and other internal teams, resolve escalations, and align on seasonal priorities and dealer needs
• Full understanding of process documentation and harmonization—used to maintain accurate local procedures, contribute to regional consistency, and identify opportunities for operational improvement across markets
• Good analytical thinking and reporting—applied to monitor orderbook health, interpret operational data, and guide team priorities through data-informed decisions and performance tracking
• Fluent in German and English
• A love of the outdoors
• An interest in saving our home planet and making a positive impact through your work

Other important details

• This is a temporary full-time position based in Munich
• We have a hybrid work model, working from home for maximum 3 days per week
• We strive to make unbiased decisions and to offer a great experience to every person who applies for a role at Patagonia. Our interviews include standardised questions that focus on the aspects that are important for success in the role.
• To find out more about what we offer our employees, see the page:
• At Patagonia, we commit to becoming an anti-racist company that leads by example. This means doing the work to be inclusive and equitable, across all aspects of our business.
• Every person who applies to join Patagonia receives equal employment opportunities, and we value a welcoming environment where each member of our team feels included, respected and empowered, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, civil status, national origin, disability or age.
• We actively seek applications from Black and People of Colour (BPOC) and other underrepresented groups.
• Please make sure that your CV and cover letter are in English.
• Disclaimer for recruitment agencies: Thanks for your interest in supporting us for this role, but we don’t accept unsolicited CVs from recruitment agencies