Customer Service Senior Team Lead - German speaking

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 ready to „WOW” the world with our expertise, passion and pride to be GREEN.We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for 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 and driving execution in line with the Global Customer Service Blueprint.

This role operates within a lift-and-shift transformation context, with initial focus on ensuring stable service migration and continuity before driving standardization and improvement.

Your responsibilities would include:

Customer Service Process Execution

• owing the delivery of Order Management and Customer Care processes across supported OpCos

  • order Management: E.g. Order Intake, Processing
  • customer Care: E.g. Voice of the Customer (NPS), Case Management (Requests/Queries/Complaints)

• ensuring processes are executed in line with global standards, SOPs, and service catalogue.

• driving alignment of ways of working across teams and markets

Service Performance Management

• owing and deliver against key KPIs (e.g., SLA adherence & backlog, CFR, ZTO, CS Productivity, NPS, FCR, RR)

• monitoring performance trends and identifing risks and improvement areas

• driving corrective actions and performance improvement plans with teams

• identifing and driving continuous improvements in process efficiency, quality, and customer experience

Team Leadership & Execution Management

• leading and developing employees, ensuring clear accountability and performance management

• ensuring effective workload distribution and operational execution across teams

• fostering a customer centric and performance-driven culture

• contributing to TPM (Total Productive Management) initiatives, embedding continuous improvement and efficiency practices within Customer Service/ CV Pillar operations

Stakeholder & OpCo Management

• acting as the single operational and tactical contact for OpCos for Order Management and Customer Care processes

• managing expectations and communication on service performance, issues, and priorities

• collaborating with cross-functional OpCo/HBS teams (Supply Chain, Sales, Logistics, Finance, Excellence Teams

• representing Customer Service in OpCo governance forums, providing input on service performance, risks, and improvement actions

Leadership & Team Performance

• leading, coaching, and developing employees, ensuring clear accountability for service delivery and people management

• seting clear performance expectations, objectives, and KPIs for teams aligned with service targets

• fostering customer service excellence execution culture, driving accountability and seamless end-to-end collaboration across functions, including Finance and Sales.

• driving talent management while ensuring business continuity through succession planning.

You are a good match if you have:

• minimum Bachelor’s degree in Business, Supply Chain, or related field

• strong understanding of Customer Service processes within the Market-to-Cash value chain, including Order Management, VOC 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 used to manage large-scale service operations

• familiarity with process standardization, automation, and continuous improvement approaches (E.g. TPM, Lean, Six Sigma, digital process optimization)

• strong understanding of how Customer Service interacts with Commercial, Supply Chain, Finance, and Digital functions within an FMCG organization

• 7-10 years of working experience in Supply Chain/Customer Service functions with 3–5 years leading operational teams within service operations

• strong knowledge of Order Management and Customer Care Management processes and KPI’s

• experience driving process standardization, automation, or continuous improvement initiatives

• strong stakeholder management, performance management, and problem-solving skills

• advanced level of English and at least upper-intermediate level of German.

Nice to have:

• experience in a contact center environment and/or use of CRM, order management, and case management platforms

• experience in Order-to-Cash / Supply Chain Operations

• experience working for a multinational organization

• experience working in a shared service, process-driven, or service center environment.

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