GBS Customer Interaction Service Lead (f/m/d)

Responsibilities

• Work within the Global Business Services (GBS) team to facilitate the further development of the GBS organisation and drive significant value creation for Aldi globally
• Lead a team to develop and execute the global end‑to‑end shared service strategy for Customer Interaction
• Drive the consolidation of customer services outsourcing to a single global supplier and manage the operations on a global basis
• Perform ideation workshops and conduct feasibility studies to identify further processes and services that could be managed via a shared service centre
• Design the target operating model and location strategy to optimise the delivery of shared service solutions for Customer Interaction departments globally
• Working with the GBS Commercial Lead, build the business case for a global implementation of shared services and implement benefit tracking to ensure its realisation
• Align the strategy with stakeholders across the business at all levels and drive decisions that will generate a positive ROI for the company
• Where necessary, support the GBS Vendor Manager in running RFPs to select the most suitable BPO (Business Process Outsourcing) provider, including participating in contract negotiations
• Participate in a project team with the GBS Transition Manager, country stakeholders, change management, HR, legal and IT to manage each transition to a shared service centre
• Implement the operational governance with country stakeholders and BPO Providers and manage performance of the Customer Interaction Service Tower at a global level
• Ensure the BPO Providers remain compliant with their global contract and manage change requests accordingly
• Bring together the country stakeholders and BPO Providers with ADX/IPO in order to drive process improvements and innovations to improve the efficiency and effectiveness of Customer Interaction in ALDI
• Implement reporting of financial, operational and process KPIs to measure performance

Qualifications

• Completed studies in the field of business administration or related subjects
• 5+ years of work experience in customer services, marketing, digital or related fields
• Track record of leadership of both direct reports and cross‑functional project teams
• Proven experience of successfully delivering major projects, ideally on a global scale
• Ability to drive change management across an organisation whilst considering the needs of all affected stakeholders
• Self‑motivated, enthusiastic and able to work independently with a high degree of initiative
• Strong analytical skills with high attention to detail
• Excellent communication skills and the ability to work effectively within a multinational environment
• Good Excel and PowerPoint skills
• Fluent in English, German would be an advantage
• Willingness and availability to travel internationally
• Comfortable in a ‘start‑up’ environment where processes, responsibilities and structure are still evolving

Benefits

• 6 weeks of annual leave every year for all
• A range of subsidised childcare support options
• Options to work remotely - from home or anywhere within Austria (up to 13 days per month), and from abroad (up to 30 days per year, selected countries)
• Mobile devices provided to enable flexible working
• Relocation support (including visas/permits, home search and moving allowance)
• Free and subsidised healthy food and drinks provided at work
• Subsidised public transport
• Bike leasing program to save up to 20% on bike costs to encourage sustainable transport and improve affordability
• Discounts on a wide range of shopping in the categories like fashion, travel, sports and many more
• All the training you need to excel in your role
• Extensive personal and professional development
• High level of responsibility in a diverse and international business environment
• Collaboration with teams across borders
• Private health insurance discounts
• Comprehensive wellbeing & (mental) health support
• On‑site & online sports with Wellpass membership

Remuneration

Gross annual salary starting from € XX.XXX^*

• Willingness to overpay with appropriate qualifications

Place of Work

Siezenheimer Straße 29a, 5020 Salzburg

Start of Work

As soon as possible

How To Apply

All applications take place through our online portal. Simply login and submit your CV, photo and all relevant certificates/qualifications.

Seniority Level

• Mid-Senior level

Employment Type

• Full‑time

Job Function

• Other

Industries

• Retail