About the role

The Senior Director, Global Customer Service will be accountable for establishing the standards and process for the customer service function and define the measurement for service levels. The role will provide functional leadership to the regional customer service organizations, collaborate with Regional Supply Chain leaders, Commercial Excellence team and the Global account leaders for the top 25 accounts to provide best in class service experience and foster strategic partnerships. The role is a key and integral part of the Global Supply Chain leadership team.

 

Key responsibilities include Direct the execution of strategic initiatives and operational plans and ensure performance objectives are met Partner with the Global Account Managers for the top 25 accounts to deepen the relationship and provide leadership to Supply Chain collaboration efforts Develop the processes and set the standards for Customer Service for implementation in the region ​ Develop SLA's for our customers with commercial excellence including lead times, frozen horizon etc. Standardize ways of working across regions and improvement roadmap ​ Creates definition and measurement for various CS KPIs, e.g. Service level ​ Contributes to the development of the commercial strategy for Top 25 accounts ​ Responsible for developing customer specific supply strategies and improvement plans for GCA customers​ Coordinates the BCP development and upkeep with all the regions ​ Prepares for periodic reviews with the top commercial accounts Responsible for compliance Conduct research and analysis on industry trends, customer feedback, and competitive intelligence to inform strategic decision-making. Participates in Global committees to stay up to date with current market trends Identify and address operational inefficiencies, bottlenecks, and challenges, proposing innovative solutions and process enhancements Prepare and deliver executive-level presentations, reports and communications

 

About you Degree in Business, Supply Chain, Commerce, or equivalent Familiarity with Lean or Six Sigma methodologies Proven track record of successfully managing cross-functional projects and driving operational excellence Strong understanding of supply chain & customer service principles, best practices, and industry trends Experience in FMCG companies Exceptional analytical and problem-solving skills, with the ability to translate data into actionable insights Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple initiatives simultaneously Ability to work in a fast-paced and dynamic environment, adapting to changing priorities and business needs Fluent in English