Customer Service Sr. Manager EMEA Export

ABOUT THE ROLE

Key role of Customer Service Sr. Manager to provide outstanding support and service to customers by building a deep understanding of customers’ processes, requirements and be able to convert customer needs into actionable proposals or strategies. Customer Service Sr. Manager should build excellent collaborative relationships with customers and the broader supply chain to enhance service quality and efficiency as well as ensure timeliness of order processing and delivery to customers’ warehouse.

The Senior Customer Service Manager should actively collaborate with business teams to thoroughly understand their expectations and priorities, including revenue recognition and other critical objectives. This collaboration should drive the development of robust execution plans and effective risk management strategies.

WHAT YOU WILL DO

• Being an active business partner and developing and nurturing collaborative relationships with internal stakeholders (sales, supply chain, finance) and external customers to align on objectives and priorities.
• Be a key contact for Customers, ensuring proactive communication and resolution of complaints by involving appropriate Wella teams
• Ensure compliance with regulatory requirements and company internal controls standards; manage external and internal audits
• Development and delivery of action plan to deliver business targets. Proactively identify and address gaps in service by representing Voice of the Customer to capture and act on customer feedback
• Champion continuous improvement initiatives by evaluating the system for inefficiencies through value stream analysis and Lean/Six Sigma methodologies.
• Lead change management decisions and interventions including continuous improvement and breakthrough;  ensure system is being evaluated for losses through value stream analysis  
• Lead CPS for starting up shipments to new Customers once Contracts are signed.
• Build and maintain necessary DDS structure with all key stakeholders

Team Management:

• Manage the team of Customer Service Coordinators including performance, career management and personal development
• Establish and monitor key performance indicators (KPIs) ensuring alignment with business objectives.
• Analyze performance data to identify trends, gaps, and opportunities for improvement.

Communication and Collaboration:

• Foster strong relationships with internal stakeholders, ensuring transparency and alignment in planning and decision-making.
• Serve as a trusted partner to senior leadership by providing regular updates on planning outcomes, risks, and opportunities.
• Act as a liaison between supply chain, sales, finance, and other teams to drive cross-functional solutions.

WHAT WE WANT YOU TO BRING ALONG

• Minimum of 5 years of significant experience in supply chain or customer service management in multinational organizations.   
• Bachelors’ or Masters’ degree.
• Proven track record of driving process improvement initiatives and delivering measurable results in service and operational performance.
• Strong expertise in SAP (Order Management or similar other modules) and ability to lead system implementations or enhancements.
• Significant analytical orientation, data-driven decision making and proficiency in advanced data analysis tools (e.g., Excel, Power BI…).
• Results-oriented, self-motivated, and highly efficient in managing priorities in a fast-paced environment.
• Strong oral communication and excellent business writing skills in English
• Stakeholder management, negotiation and project management skills.
• Flexibility to travel (some travel might be required, but very occasionally)

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 Emple