Senior Customer Operations Manager (m/f/d)

Job Description

Are you ready to join a high performing Operations team where you can have a significant impact on the performance of a leading toy brand and its partners?

Use your excellent leadership and customer management skills to assure an optimal distribution of goods in the Europe Central (EUC / D-A-CH) markets and bring value to LEGO Group's customers with your focus on leadership, partner management, quality, and service.

Core Responsibilities

This role is crucial for delivering exceptional customer service by ensuring efficient order processing, timely deliveries, high stock availability, and effective handling of customer claims. It serves as a vital link between the Sales and Marketing teams and plays a key role in shaping and executing the Operations strategy within the EUC business unit.

The role leads the Customer Operations team, which is primarily responsible for three key areas:

1. Order-to-Cash Process: Managing the receipt and processing of customer orders and collaborating with the logistics team to ensure timely deliveries.

2. Retailer Inventory Management: Monitoring and maintaining healthy inventory levels for retailers, ensuring the right mix of products without excess or shortage.

3. Claim Management: Processing customer claims related to returns, damages, shortages, etc., and working with the Sales team to efficiently handle trade funding claims.

Additionally, the role involves leading a high-performing and engaged team, leading transformations in work methods and tools, and supporting Continuous Improvement initiatives within Customer Operations to enhance effectiveness and efficiency.

Do you have what it takes

We are seeking an individual with several years of experience in Customer Operations, a proven track record in driving cross-functional continuous improvement, fluency in German, and experience in People Management.

• Result Orientation: We expect you to ensure that orders, inventories, and claims are efficiently managed, deliveries are optimized, and key performance metrics are consistently high.

• Collaboration: Success in this role requires proactively fostering a positive culture and maintaining strong collaboration with both external and internal partners.

• Functional Expertise: A deep understanding of FMCG customers, order and inventory management, and a history of continuous improvement in these areas is essential.

• Quality: You will be responsible for ensuring accurate order completion and meticulous inventory management to prevent significant overages or shortages in the marketplace.

What’s in it for you?

Here is what you can expect:

• Family Care Leave - We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.
• Colleague Discount – We know you'll love to build, so from day 1 you will qualify for our generous colleague discount.
• Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
• Workplace - When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.