At HEINEKEN Kraków (HEINEKEN Global Shared Services), our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology, focused on being inclusive, diverse and open to new challenges.
The Customer Service Senior Team Lead is responsible for the end-to-end delivery and performance of Order Management and Customer Care processes within the Center, across multiple OpCos. The role ensures operational excellence, service performance and continuous improvement, leading Customer Service teams in line with the Global Customer Service Blueprint.
This role operates within a lift-and-shift transformation context, with an initial focus on stable service migration and continuity before driving standardization and improvement.
Responsibilities
- Customer Service Process Execution: Own delivery of Order Management and Customer Care processes across supported OpCos, including order intake, order processing, Voice of the Customer, case management, requests, queries and complaints.
- Ensure processes are executed in line with global standards, SOPs and the service catalogue, and drive alignment of ways of working across teams and markets.
- Service Performance Management: Own and deliver against key KPIs, including SLA adherence, backlog, CFR, ZTO, CS productivity, NPS, FCR and RR.
- Monitor performance trends, identify risks and improvement areas, drive corrective actions and performance improvement plans, and improve process efficiency, quality and customer experience.
- Team Leadership and Execution Management: Lead and develop employees, ensure clear accountability and performance management, distribute workloads effectively and foster a customer-centric, performance-driven culture.
- Contribute to TPM initiatives and embed continuous improvement and efficiency practices within Customer Service and CV Pillar operations.
- Stakeholder and OpCo Management: Act as the single operational and tactical contact for OpCos, managing expectations and communication regarding service performance, issues and priorities.
- Collaborate with cross-functional OpCo and HBS teams, including Supply Chain, Sales, Logistics, Finance and Excellence Teams, and represent Customer Service in OpCo governance forums.
- Leadership and Team Performance: Set performance expectations, objectives and KPIs aligned with service targets; drive accountability, collaboration, talent management and succession planning.
Requirements
- Bachelor’s degree in Business, Supply Chain or a related field.
- Strong understanding of Customer Service processes within the Market-to-Cash value chain, including Order Management, Voice of the Customer and Customer Care Management.
- Knowledge of Global Business Services or Shared Service environments, including service governance, service catalogues, SLA management and multi-market service delivery.
- Knowledge of KPI frameworks, service performance management and continuous improvement methodologies.
- Familiarity with process standardization, automation and approaches such as TPM, Lean, Six Sigma and digital process optimization.
- 7–10 years of experience in Supply Chain or Customer Service functions, including 3–5 years leading operational teams within service operations.
- Experience driving process standardization, automation or continuous improvement initiatives.
- Strong stakeholder management, performance management and problem-solving skills.
- Advanced English and at least upper-intermediate German.
Nice to have
- Experience in a contact center environment or with CRM, order management and case management platforms.
- Experience in Order-to-Cash or Supply Chain Operations.
- Experience working for a multinational organization or in a shared service, process-driven or service center environment.
HEINEKEN Kraków takes integrity and ethical conduct seriously and encourages concerns about possible violations of legal regulations or its Code of Business Conduct to be reported through the available reporting channels.