GBS Customer Service Delivery Director

Reckitt; Slough; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading global hygiene and health company is seeking a GBS Customer Service Delivery Director to transform customer service operations from market-led to hub-led. You will ensure seamless service transition, optimize processes, and lead high-performing teams across global hubs. Strong experience in service delivery transformation and stakeholder engagement is essential for success in this role. This position offers competitive benefits and a supportive work environment.

Benefits

Parental benefits

Employee Assistance Program

Life insurance

Global share plans

Short-term incentives

Qualifications

• Proven experience in customer service operations and transformation within a global or shared services environment.
• Strong track record of leading transitions or migrations of service delivery models.
• Deep understanding of service delivery metrics, governance, and stakeholder management.
• Excellent communication, change management, and leadership skills.

Responsibilities

• Lead the strategic transition of customer service operations from market-led to hub-led delivery across GBS centres.
• Ensure seamless migration of services with minimal disruption to customer experience.
• Define and implement hub operating models, service levels, and governance frameworks.
• Monitor and improve SLAs, KPIs, and service health metrics post-transition.
• Partner with market and hub teams to resolve service issues and embed continuous improvement.

Skills

Supply Chain Management

Business Partnership

Collaboration and partnership building

Relationship Management

Business acumen

Productivity management

Improve business processes

Advanced Analytics

Data Analytics

Supply Chain Planning

Logistics Management

Tools

SAP

CRM platforms

Digital service tools

Job description

We are Reckitt Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege. Supply Our supply chain is the backbone of our business. It's how we get our trusted products to people all over the world, safely and efficiently. And it's our talented and passionate teams that make this happen. If you're looking for a career in supply chain, there's no better place to be than Reckitt. We offer a variety of exciting opportunities in all areas of the supply chain, from planning and procurement to manufacturing and logistics. You could join our Global Supply Planning team to develop and implement our global supply strategy, or work with our Procurement Centre of Excellence team to negotiate and manage our supplier relationships. Our Manufacturing Excellence team help us improve the efficiency, quality and safety of our manufacturing operations, and our Logistics Excellence team develop new and innovative ways to distribute our products to customers.

Note: The following structure consolidates the role overview, responsibilities, qualifications, and benefits in a clear, machine-friendly format.

Overview

As the GBS Customer Service Delivery Director, you will play a pivotal role in transforming Reckitt’s customer service delivery model from market-led to hub-led operations. You will lead the transition, embedding standardized processes, ensuring service continuity, and driving excellence across global hubs. This role is ideal for a change leader with deep customer service expertise, strong stakeholder engagement skills, and a passion for operational transformation.

Responsibilities

• Customer Service Transition & Delivery
  • Lead the strategic transition of customer service operations from market-led to hub-led delivery across GBS centres.
  • Ensure seamless migration of services with minimal disruption to customer experience.
  • Define and implement hub operating models, service levels, and governance frameworks.
  • Monitor and improve SLAs, KPIs, and service health metrics post-transition.
  • Partner with market and hub teams to resolve service issues and embed continuous improvement.
• Process Optimization & Transformation
  • Collaborate with Global Process Owners to implement standardized customer service processes across hubs.
  • Identify and execute opportunities for automation, digitization, and simplification to support scalable hub operations.
  • Support onboarding of new markets into hub-led service delivery, including readiness assessments and transition planning.
• Stakeholder Engagement
  • Act as the primary point of contact for customer service stakeholders during and after transition phases.
  • Align service expectations with Commercial, Supply Chain, and IT functions to ensure integrated delivery.
  • Manage escalations and maintain high levels of stakeholder satisfaction throughout the transformation journey.
• Team Leadership & Capability Building
  • Build and lead high-performing customer service teams within GBS hubs.
  • Foster a culture of ownership, agility, and continuous learning.
  • Support succession planning.

Qualifications

Essential

• Proven experience in customer service operations and transformation within a global or shared services environment.
• Strong track record of leading transitions or migrations of service delivery models.
• Deep understanding of service delivery metrics, governance, and stakeholder management.
• Excellent communication, change management, and leadership skills.

Desirable

• Experience with SAP, CRM platforms, and digital service tools.
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies.
• Cross-cultural team leadership and experience in matrix organizations.

The skills for success

Supply Chain Management, Business Partnership, Collaboration and partnership building, Relationship Management, Business acumen, Productivity management, Improve business processes, Advanced Analytics, Data Analytics, Supply Chain Planning, Logistics Management.

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

Equality We recognise that in real life, great people don't always 'tick all the boxes'. That's why we hire for potential as well as experience. Even if you don't meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. All qualified applicants will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.