Senior Customer Service Lead: Order & Care Operations

HEINEKEN Global Shared Services; Kraków; On-site; PLN 150,000 - 210,000; Full time

Job summary

HEINEKEN Krakł (HEINEKEN Global Shared Services) is seeking a Customer Service Senior Team Lead to oversee end-to-end Order Management and Customer Care across multiple OpCos. You will drive operational excellence, ensure service delivery aligns with global standards, and lead teams through a lift-and-shift transformation before standardization.

You will own KPI performance, manage cross-functional stakeholders, and foster a customer-centric culture.

Qualifications

• Minimum Bachelor’s degree in Business, Supply Chain, or related field.
• Strong understanding of Customer Service processes within the Market-to-Cash value chain (Order Management, VOC and Customer Care).
• Knowledge of Global Business Services or Shared Service environments, including service governance, service catalogues, SLA management, and multi-market service delivery.
• Knowledge of KPI frameworks, service performance management, and continuous improvement methodologies used to manage large-scale service operations.
• Familiarity with process standardization, automation, and continuous improvement approaches (E.g. TPM, Lean, Six Sigma, digital process optimization).
• Strong understanding of how Customer Service interacts with Commercial, Supply Chain, Finance, and Digital functions within an FMCG organization.
• 7-10 years of working experience in Supply Chain/Customer Service functions with 3–5 years leading operational teams within service operations.
• Strong knowledge of Order Management and Customer Care Management processes and KPI’s.
• Experience driving process standardization, automation, or continuous improvement initiatives.
• Strong stakeholder management, performance management, and problem-solving skills.
• Advanced level of English and at least upper-intermediate level of other European language.

Responsibilities

• Own the delivery of Order Management and Customer Care across supported OpCos.
• Order Management: Order Intake, Processing.
• Customer Care: VOC, Case Management (Requests/Queries/Complaints).
• Ensuring processes are executed in line with global standards, SOPs, and service catalogue.
• Driving alignment of ways of working across teams and markets.
• Service Performance Management: deliver against KPIs, monitor trends, identify risks and improvements.
• Team Leadership & Execution Management: lead, coach, and develop employees; ensure workload distribution and performance management.
• Stakeholder & OpCo Management: act as the single operational contact for OpCos; manage expectations and communication; collaborate cross-functionally.
• Leadership & Team Performance: set expectations and KPIs; foster a performance-driven culture; drive succession planning.

Education

Bachelor’s degree in Business, Supply Chain, or related field

Job description

HEINEKEN Krakł (HEINEKEN Global Shared Services) is seeking a Customer Service Senior Team Lead to oversee end-to-end Order Management and Customer Care across multiple OpCos. You will drive operational excellence, ensure service delivery aligns with global standards, and lead teams through a lift-and-shift transformation before standardization.

You will own KPI performance, manage cross-functional stakeholders, and foster a customer-centric culture.