Be part of an important organisational transformation!
Our client, a leading international industrial group, is seeking to appoint its next Customer Service & Home Deliveries Manager Europe as part of an important organisational transformation.
This position plays a strategic and highly transversal role within the European Supply Chain organisation, with the objective of harmonising, modernising, and elevating both B2B Customer Service and B2C Home Deliveries across all European markets.
Reporting to the European Supply Chain Director, the role operates without direct managerial responsibility but requires a strong capacity to influence, align, and engage teams across countries and plants.
Your mission is to build a unified European vision of Customer Service and Home Deliveries, enabling consistent processes, comparable performance measures, and to improve service quality across Europe. You will work with markets, factories, IT, logistics, planning, consumer service, and all relevant stakeholders to drive operational excellence.
Your role is to standardise processes and harmonise KPI frameworks throughout Europe.
A major dimension of the job involves continuous improvement and transformation. You will lead initiatives focused on process modernisation, automation, and digital enablement in partnership with IT, including SAP evolutions, EDI integration, performance dashboards, and initiatives aimed at reducing damages, disputes, and claims.
You will ensure that all markets provide reliable inputs into the S&OP cycle, that performance reviews are based on consistent data, and that operational issues are escalated and addressed through a structured governance.
To succeed in this role, you should hold a Master's degree in Supply Chain Management, Business Administration or a related field, and bring approximately 10 years of experience in the management of Customer Service within an industrial & international environment. Strong experience in B2B Customer Service, with people and project management.
Strong exposure to improvement or automation projects, transformation initiatives, and digitalisation efforts is expected, along with a good command of SAP environments and analytical tools.
Fluency in English is mandatory, while French, German or Dutch is a strong asset. The role includes occasional travelling to various European markets. The position requires a dynamic, pragmatic, and structured personality, capable of navigating diverse countries, cultures, and operating models. Strong interpersonal skills and the capacity to influence without direct authority are essential.