Customer Service Manager (B2B & B2C)

We are supporting a fast-growing consumer goods company in the search for a

Customer Service Manager B2B & B2C

The manager will lead the end-to-end service operations across both business channels. The role reports directly to the Commercial Director and is accountable for delivering an outstanding customer experience, ensuring operational excellence in pre- and post-sales activities, and driving continuous improvement across processes, systems, and service KPIs.

Main Responsibilities

1. B2B Partner Service Management

• Lead and develop the team supporting national and international commercial partners.
• Oversee the full order-to-delivery cycle, including after-sales support, claims, returns, and communication with pharmacies, distributors, agents, and key accounts.
• Act as the operational counterpart to the Sales organization for strategic customers.
• Ensure seamless coordination between Customer Service, Sales Operations, and Logistics.
• Track and analyze B2B KPIs (order accuracy, response times, service level, partner satisfaction).
• Maintain and evolve process documentation and initiate optimization plans.

2. B2C Customer Care (E-commerce & Loyalty)

• Manage the B2C service team across all channels (email, ticketing, chat, phone, social).
• Handle all customer requests related to orders, deliveries, payments, returns, refunds, loyalty programs, and UX issues.
• Monitor B2C metrics (SLA, CSAT, FCR, churn, retention) and implement improvement actions.
• Collaborate with E-commerce, Marketing, and UX to identify recurring issues and propose solutions.
• Establish service guidelines and workflows to reduce workload and accelerate resolution times.
• Ensure service readiness during product launches, campaigns, and peak periods.
• Support commercial initiatives through cross-selling and up-selling opportunities.

3. People Leadership

• Manage and motivate teams across multiple locations.
• Plan shifts, priorities, service standards, and training programs.
• Develop capabilities and oversee performance evaluations for team members.

4. Process Optimization, KPIs & Reporting

• Continuously monitor operational performance for both B2B and B2C channels.
• Define and track qualitative and quantitative KPIs.
• Lead initiatives to enhance systems (CRM, ERP, ticketing) and streamline workflows.
• Prepare management reports and insights supporting business decisions and service evolution.

Cross-Functional Collaboration

• Sales & Key Account Management – partner support and commercial alignment.
• Logistics – order fulfillment, returns, delivery performance.
• E-commerce – checkout, payments, order flow.
• Marketing & Loyalty – customer insights, campaigns, retention programs.
• IT / UX – digital issues, bugs, customer journey optimization.
• Finance – payment checks, refunds.

Candidate Profile

• University degree in Economics, Engineering, or related fields.
• 10+ years of experience in customer service roles, including leadership responsibility.
• Proven background in FMCG environments.
• Strong command of English; a second European language is a plus.
• Solid hands‑on experience with CRM and ERP platforms (Salesforce and SAP preferred).
• Knowledge of omnichannel customer care and e-commerce support processes.
• Strong analytical and organizational skills; ability to manage complexity.
• Customer‑centric leadership style, proactive mindset, high ownership, and resilience.

Success Indicators

• Shorter response times and higher CSAT (B2B & B2C).
• Improved order quality and post‑sales handling.
• More efficient workflows across customer service, logistics, sales, and e‑commerce.
• Increased customer retention and lifetime value.
• Higher productivity and reduced operational effort across teams.
• Ability to implement scalable processes, tools, and best practices.

Position Details

• Role level : Manager / “Quadro” with team leadership.
• Scope : B2B + B2C service, multi‑site organization FMCG.
• Location : Milan HQ, hybrid work model (1–2 days / week remote).
• Compensation : €70–80K RAL + MBO bonus.