EU CSR Team Lead

Cabka Group; Belgique; Sur place; EUR 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

International development prospects

Modern technical equipment

Résumé du poste

Cabka Group is seeking an EU Customer Service Relationship Team Lead to oversee a local CS team and shape Customer Service across Europe, ensuring operational excellence and a customer-focused approach.

Key responsibilities include partnering with the CCO, co-developing the CS strategy, driving SAP ERP and CRM integrations, and advancing data quality while fostering cross‑functional collaboration across Sales, Supply Chain, Operations, and IT.

Qualifications

• Master’s degree in Business Administration or related field.
• Proven leadership in international B2B and matrix organizations.
• Strong track record in Customer Service, Commercial Excellence, business transformation, change management, and cross‑functional project leadership.

Responsabilités

• Lead the international Customer Service organization and develop capabilities across Europe.
• Drive the future CS strategy including customer experience, organizational setup, digitalization, process excellence, and scalability.
• Own global complaint management and related KPIs; drive process harmonization and governance.
• Lead CS digitalization including SAP ERP, CRM integrations, master data management, order processing, and data quality.

Connaissances

Leadership

Customer service

Commercial excellence

Change management

Cross-functional leadership

Strategic thinking

Data-driven

Stakeholder management

Formation

Master's degree in Business Administration

Outils

SAP

CRM

HubSpot

MS 365

Description du poste

Cabka develops clever and transformative solutions for shipping goods around the world. We take plastic waste and transform it into reusable transport packaging. This is how we turn the used into the useful. Transformation is our power because we know that while resources are limited, possibilities are endless. Together with our customers, we transform entire supply chains and beyond, combining technology, innovation, and sustainability. To us, success means creating solutions that are optimal for our clients and for the planet. In Cabka we believe that every transformation starts with a group of passionate, dedicated, and innovative people. It is for them that we live a culture of inclusion, respect and trust that is strongly aligned with our values RESPECT, PASSION, CREATIVITY, ACCOUNTABILITY.You want to be responsible for developing a key market with profitable growth? Join us in creating a future which makes us all proud!

EU Customer Service Relationship Team lead (m/f/d)

based in Weira, Valencia or Ieper

Your responsibilities

In this role, you will lead one of our local Customer Service teams while also playing a key role in shaping and developing Customer Service across Europe. You will ensure operational excellence and high service quality locally, while driving a consistent, efficient, and customer-focused approach across the organization.

1. Leadership & Organizational Development

• Lead and develop the international Customer Service organization, fostering a culture of accountability, customer focus, innovation, and continuous improvement.
• Build organizational capabilities through coaching, mentoring, and structured development initiatives.
• Act as a change leader and drive organizational, process, and system transformation initiatives.
• In addition, retain direct leadership responsibility for the local Customer Service team, ensuring operational excellence, service quality, and customer satisfaction.

2. Strategy & Commercial Excellence

• Act as a strategic partner to the Chief Commercial Officer (CCO) and contribute to Cabka's commercial agenda.
• Co‑develop and implement the future Customer Service strategy, including customer experience, organizational setup, digitalization, process excellence, and scalability.
• Define and lead the Commercial Excellence framework with KPIs focused on customer satisfaction, complaint management, responsiveness, process effectiveness, and data quality.
• Develop initiatives, service concepts, and solutions that strengthen customer relationships and enhance customer satisfaction, retention, and commercial performance across all customer touchpoints.

3. Customer Service Excellence & Digital Transformation

• Establish, standardize, and continuously improve Customer Service and Order-to-Cash processes across all regions, ensuring a professional and consistent "One Face to the Customer" approach.
• Create a Customer Service model that combines process efficiency with personalized and proactive customer interactions.
• Own and further develop the global complaint management process and related performance measures.
• Drive continuous improvement through process harmonization, transparency, clear governance, and operational excellence.
• Lead the Customer Service digitalization agenda, including SAP ERP and business process improvements, customer master data management, order processing, invoicing, workflow automation, reporting, and data quality.

4. Cross-Functional Collaboration & Strategic Projects

• Lead and support cross‑functional strategic initiatives related to pricing, portfolio management, customer experience, and sales operations.
• Collaborate closely with Sales, Supply Chain, Operations, Finance, and IT to ensure end‑to‑end process alignment and customer satisfaction.
• Act as a role model for the implementation of standardized Customer Service processes, tools, and best practices across Europe.
• Balance local operational responsibilities with the strategic development of the European Customer Service organization and leverage local insights and best practices to drive continuous improvement and harmonization across the network.

Your profile

• Master’s degree in Business Administration or a related field, combined with proven leadership experience in an international B2B and matrix organization.
• Strong track record in Customer Service, Commercial Excellence, business transformation, change management, and cross‑functional project leadership.
• Experience in building high‑performing teams, developing talent, and driving customer‑centric processes, organizational effectiveness, and continuous improvement.
• Strong business acumen with excellent analytical, strategic, and process‑oriented thinking, complemented by strong problem‑solving and decision‑making skills.
• Strong leadership, communication, and stakeholder management skills with the ability to engage and develop teams.
• Experience with SAP, CRM systems and CRM‑ERP integrations; HubSpot experience is an advantage.
• Proficient in Microsoft 365.
• Fluent in English; additional language skills are a plus.
• International mindset with strong intercultural competence and willingness to travel internationally (approximately 30%); valid driving license required.

What we offer

• Passion, a sense of responsibility, mutual appreciation, and respect as corner stones of our corporate culture
• An exciting job with the premier manufacturer of recycled plastic pallets and large containers
• Dedication and joy in our day‑to‑day work
• Responsibility and space for creative ideas
• Secure long‑term employment
• Individual, international development opportunities with interesting career prospects
• Attractive compensation package
• Modern technical equipment

We embrace Diversity and Inclusion and are committed to providing equal opportunities to all of our applicants as well as our employees – regardless of race, gender, age, religion and beliefs, sexual orientation and gender identity, disability, cultural, ethnic or national origins.

Are you an innovative out-of-the-box thinker with a passion for changing the world to the better tomorrow? Then we look forward to receiving your application.