Senior Customer Service & Operations Lead

Heineken; Kraków; On-site; PLN 180,000 - 280,000; Full time

Job summary

HEINEKEN Kraków is seeking a Customer Service Senior Team Lead to oversee end-to-end Order Management and Customer Care across multiple OpCos. You will drive service performance, standardize processes, and lead teams through a lift-and-shift transformation toward continuous improvement.

The role requires strong leadership, extensive experience in Supply Chain/Customer Service, and fluency in English with a European language.

Qualifications

• Bachelor’s degree in Business, Supply Chain, or related field.
• Strong understanding of Customer Service processes in Market-to-Cash value chain including Order Management, VOC and Customer Care Management.
• Knowledge of Global Business Services or Shared Service environments, including service governance and SLA management.

Responsibilities

• Own the delivery of Order Management and Customer Care processes across supported OpCos.
• Ensure processes are executed in line with global standards, SOPs, and service catalogue.
• Drive KPIs and performance improvement plans; monitor trends and risks.
• Lead and develop employees; ensure accountability and performance.
• Foster a customer-centric and performance-driven culture across functions.

Skills

Customer Service processes

Order Management

KPI frameworks

Process standardization

Stakeholder management

English (advanced)

Team leadership

Education

Bachelor’s degree in Business/Supply Chain

Tools

CRM systems

Order management platforms

Case management platforms

Job description

HEINEKEN Kraków is seeking a Customer Service Senior Team Lead to oversee end-to-end Order Management and Customer Care across multiple OpCos. You will drive service performance, standardize processes, and lead teams through a lift-and-shift transformation toward continuous improvement.

The role requires strong leadership, extensive experience in Supply Chain/Customer Service, and fluency in English with a European language.