Customer Service Capability Lead

Global Customer Service Capability Lead

Job purpose:

As the Global Customer Service Capability Lead, you will be instrumental in shaping the future of customer service excellence within the company. This role provides a unique opportunity to initiate and drive high-impact global business improvement and development projects. It entails the responsibility for defining and advancing global customer service policies and capabilities (including processes & standards, KPIs, technologies, trainings and more), ultimately contributing to structural improvements in business results and strengthening our global supply chain discipline.

Design, develop, and deliver capabilities, policies, standards and masterclasses for core customer service activities across the global organization. This can include the ownership of a digital product or/and of a specific capability.

Actively scout for and integrate new developments in customer service and supply chain best practices.

Foster internal and external networks to continuously enhance Heineken's global knowledge and competitive edge.

Lead complex, international, multi-disciplinary projects focused on enhancing supply chain performance and customer satisfaction.

Provide expert advice and recommendations to the Delegated Functional Owner Customer Service and Functional Owner Customer Service & Logistics.

Effectively manage and influence cross-functional senior stakeholders across global, regional, and OpCo management teams, ensuring alignment and buy-in for strategic initiatives.

Drive and support local organizational changes and training initiatives, ensuring alignment with global designs and functional competency frameworks. Manage and nurture a global network of regional and OpCo capability leaders, fostering collaboration, knowledge sharing, and consistent execution.

Champion and support the integration of Total Productive Management (TPM) Customer Value principles within Logistics operations. Be customer centric and promote the behaviour across the organisation.

Proactively act as the main contact person in relation to the owned capability. Be able to envision the bigger picture and connect to relevant stakeholders to solve issues and remove blockers. Be part of other global programmes (e.g., Digital transformation, sales etc).

Capability owner for post processing (all HPO elements), including products (S4

HANA). Acts as reference point for the Digital and transformation teams and the customer service teams.

• Have deep understanding and experience of Customer Service operations and the importance of creating value for the business with digital products
• Have process understanding and knowledge in end-to-end Market to Cash or Order to Cash process
• SAP S/4 HANA knowledge, for all processes related to order management proven by delivered projects/initiatives/operational experience
• Understanding of integration/system landscape of supporting platforms/components around order management (master data, CRM, logistics solutions)
• Have experience developing / implementing / maintaining a digital product
• Have experience with architecture frameworks and affinity with technology
• Work together with the stakeholders connected to the development of the digital product(s), including Suppliers, OpCos, Regions, D&T, Procurement and Program managers

• Strong connector, being able to influence difficult stakeholder
• Strong ownership, drive and able to work without strong guidance
• Aspiring and visionary: able to contribute to the bigger picture
• Team player and strong engagement
• Takes the lead and has strong relationship skills to influence, support and drive priorities
• Have the ability to continuously zoom in and out where needed
• An entrepreneurial mind-set and an ability to connect with internal and external audiences

Are you interested please send your CV and motivation to c.best(A) jpgray.nl.

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