Senior Customer Service Leader: Strategy & Transformation

Danone; México; Presencial; MXN 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Danone Mexico is seeking a Customer Service Senior Manager to lead the evolution of our CS model, aligning commercial aims with supply chain excellence and delivering world-class service levels. This role focuses on transforming processes, driving innovation, and building high-performing teams that center on the customer experience.

You will bridge customers with Commercial, Supply Chain and Operations, driving efficiency, service quality and continuous improvement across the business.

Formación

• Bachelor's degree in Engineering, Business Administration, Supply Chain or related fields.
• 8+ years of experience in Customer Service, Customer Operations, Supply Chain, Order Management or related areas.
• Proven experience leading teams and managing complex customer environments.
• Advanced English and knowledge of Power BI or data visualization tools preferred.

Responsabilidades

• Define and execute the Customer Service strategy aligned with business and Supply Chain priorities.
• Develop a customer-centric culture focused on excellence, accountability and continuous improvement.
• Lead, coach and develop a high-performing Customer Service team.
• Own and continuously improve key service KPIs including OTIF, Fill Rate, Case Fill Rate, Service Level, Perfect Order, Order Cycle Time and Customer Satisfaction metrics.

Conocimientos

Advanced English

Team leadership

Educación

Bachelor's degree in Engineering, Business Administration, Supply Chain or related fields

Master's degree

Herramientas

Power BI

Descripción del empleo

Danone Mexico is seeking a Customer Service Senior Manager to lead the evolution of our CS model, aligning commercial aims with supply chain excellence and delivering world-class service levels. This role focuses on transforming processes, driving innovation, and building high-performing teams that center on the customer experience.

You will bridge customers with Commercial, Supply Chain and Operations, driving efficiency, service quality and continuous improvement across the business.