Customer Service MD Team Leader

ABOUT THE ROLE

The purpose of the Customer Service Master Data Team Leader role is to empower and enable the team of six Customer Service MD Senior Specialists to deliver best-in-class service to the Business Units (BUs) in Iberia, France, and Global Travel Retail through setting direction, managing team’s performance, and supporting the professional development of each team member.

You will join the Central Data Office (CDO) Team, who believes that when data is well-defined, efficiently created, correct, available, and trustworthy, it can power the growth of the Company. We strive to be the center of excellence around data for the major Wella global and local business functions: Supply Chain, Customer Service, Sales, Trade Marketing, Finance and Procurement. We operate in three main areas: regular data operations, project management, and data governance.

WHAT YOU WILL DO

• Lead your team to deliver daily operations (i.e., maintenance and control of material, customer, and pricing master data in SAP ERP) in line with the targets of our Key Performance Indicators (quality, speed, compliance, business satisfaction).
• Ensure timely and high-quality execution of gap analyses, root-causing, and subsequent remediation action plans to continuously improve our KPIs.
• Manage team’s workload according to their capacity and capabilities, prepare back-up plans, and if a vacancy appears, drive the recruitment process in cooperation with HR and Talent Acquisition team.
• Engage and support team members in implementing work improvements and automations to deliver service at lower cost, higher quality, and faster pace.
• Maintain strong collaborative working relations with the BUs and a high level of satisfaction with the team’s services on their side.
• Act as owner of internal documentation that contains standard operating procedures and work instructions, making sure it is regularly reviewed and updated.
• Execute internal audits in other Customer Service MD Teams, verifying compliance of daily operations, reporting gaps, and driving gap-closing actions.
• Coordinate onboarding of new team members and cooperate with Customer Service MD Business Process Expert in building expertise of more senior team members.
• Cooperate with CDO Project Management team in the delivery of business projects to enable smooth implementation of new operational scope or changes to existing MD operations.
• Contribute to the delivery of the CDO Business- and People-focused Action Plans by driving selected projects.
• Manage performance and support professional growth of your direct reports through alignment of business goal plans and personal development plans, regular performance reviews and assessments, feedback, coaching, and recognition.
• Act as a role-model of Wella values and nurture the culture of a high-performing organization in your team.

WHAT WE WANT YOU TO BRING ALONG

• Min. 3 years of working experience in data management, supply chain, finance, customer service or IT

• Ability to engage a team and coordinate it to achieve a common objective, creating the atmosphere of trust, support and positive cooperation

• Good interpersonal skills to cooperate with and influence peers and stakeholders at different organizational levels, from diverse cultural backgrounds
• Proven record of analyses of complex data sets and processes, and of presenting conclusions (including to higher leadership), driving the decision-making process
• Ability to define gaps and drive cross-functional action plans for issue resolution, risk mitigation and improvements
• Ownership, autonomy, and accountability for results within the given scope
• Priority-setting skills and efficient work organization in a dynamic business environment
• Growth mindset, with focus on solutions, improvements, and constant learning
• Resilience to frequent changes in the supply chain and in business requirements
• Ability to think and understand quickly, and to adjust plans and actions to the changing circumstances
• Fluent English, both written and spoken. Knowledge of Spanish or French will be an asset.
• Good practical knowledge of MS Office tools, especially Excel and Power Point
• (nice-to-have) Experience as people or project leader in data-related environment
• (nice-to-have) Practical knowledge of SAP ERP or other data management system

WHAT WE OFFER

We care about growth, health, and wellbeing of our employees; therefore, our offer includes:

• Luxmed medical insurance: Employee basic package is covered by Wella, you can upgrade the package or extend it to your spouse or partner and kids
• Life insurance: basic option is paid by Wella, you can upgrade the package for you and your family
• Lunch card
• Multisport card
• Parking subsidy or public transportation refund – depending on your commuting style
• One additional day off to celebrate each full year of employment (capped at five days) 
• Birthday as a holiday: celebrate with your loved ones!
• End-of-the-year gift, spring celebrations
• Bonus for life-time occasions (e.g., giving birth to a child, marriage)
• Attractive referral bonus for recommending talents to work at Wella
• State-of-the-art workspace, collaborative areas, cool events, and gatherings
• Occasional samples of our products to enjoy
• Access to discounts on our products in Wella and ghd online shops

WHO WE ARE

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company, please visit www.wellacompany.com and https://www.wellacompany.com/about-us.

EEO OPPORTUNITIES

We offer equal employment opportunity to qualified individuals without regard to race, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with federal and state disability laws makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.wellacompany.com/consumer-affairs

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences and backgrounds creates an environment that produces extraordinary results.

English - Please click on this link to review the Notification of Equal Opportunity Rights poster

Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empleo