About the Role

 

The Head of Customer Service Europe (WE, CEE) plays a crucial role in enabling Next Level program objectives of being closer to the market, and customers and simplifying, and digitizing. The role will play a big role in leading and managing the customer service team and deliverables through the transformation into a best-in-class service set-up in close conjunction with Global Business Services.

 

The role will interact with commercial/sales leaders in the markets and key customers to increase customer centricity and stickiness in customer partnerships. Taking accountability for driving customer service performance improvements in responsiveness and reliability.

 

Key responsibilities Include

 

Lead the origination, shaping, and execution of the Next Level transformation strategy in customer service with a view to improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize the Order to Cash processes and leverage scale Drive innovative solutions with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal, automation of order promising and processing, customer cockpit Lead the customer service function in reorganizing and refocusing the teams and workflows to be closer to the market Provide functional guidance and methodology with respect to operational excellence in customer service reviews, RCA, and action plans Partner with the country cluster GMs/MDs and GCA Sales Directors with support to deliver customer service objectives and increase the stickiness by providing value-added, segmented, and seamless services and experience Drive the regional customer strategy and execution with respect to customer service reliability and responsiveness collaborating with senior stakeholders in Sales and Supply Planning Lead the EMEA customer service team, drive best practice adoption, resolve issues, and partner with the sales and supply leads to ensure exceptional service delivery Leverage the GBS process towers & teams and act as an advocate for E2E integration and efficiency Oversee daily order management operations and ensure a strong focus on delivering customer value Establish, monitor, and improve performance on service level agreements with customers Resolve customer issues and drive corrective, preventive actions Improve customer communication and collect periodic feedback on customer satisfaction Development of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high-performance Develop modern business methods/processes, identify best practices in the market, Monitor KPIs, analyze performance and identify areas for improvement, track progress Build a strong team and customer-centric culture Act as the SPOC for Global, regional, and local customer service initiatives

 

 

About You

 

Postgraduate degree in business administration, management, or relevant field Minimum 15+ years of relevant experience of which 10+ years in managing multi-cultural, dispersed teams Proven experience in senior customer service role Ability to lead and manage change in a complex environment Proficient in English, any other European languages are welcome Experience in setting up and leading shared service business processes will be an advantage Deep knowledge of the SAP Order-to-Cash process Experience in leading customer service function set-up/scale-up/transformation Complaint management system (Salesforce case management) Problem-solving through root cause analysis Data-driven continuous improvement Knowledge of revenue recognition rules Experience in the credit control and cash collection process Knowledge of shipping and transportation activities Ability to bring people together set a common agenda Ability to drive change in a collaborative way Independent and self-driven personality