Customer Service, Demand Planning & Consumer Service (CCS) Manager
Full Time
Warsaw, Poland

Role Objectives
To continue to transform Customer Service and Consumer Service from Cost Centers to Profit Centers focusing on brand loyalty, sales development and cost control. Improve Demand Planning to drive effortless experience for the retailers via improved service levels whilst keeping NOWC under control

To create best-in-class brand and product ownership experience for the consumer and retailers, both online, via phone/mail/social media contacts and during technical visits, at competitive cost levels

Key Responsibilities/requirements:
• To provide operational and people leadership to Customer Service, Field Operations, Consumer Contact Centers and Demand Planning departments in the Cluster
• Initiate and follow through on action plans per Cluster. Focus on organization, process & tools, capability development, governance model and engagement of employees (OPCGE)
• To implement on cluster level the Customer & Consumer Service MA Europe business vision and strategy 
• To work cross functionally in a matrix environment in order to gain and give support to Ownership Solutions, Quality, R&D, HR, Sales, Product Line and Marketing
• Establish and improve monitoring procedures and KPI Dashboards
• Conduct Talent reviews and drive competence development in all functional areas
• Setup and drive continuous improvement projects within all Customer & Consumer Service and Demand Planning functions
• Implement new tools for Customer Service like CTI/Case Management and the B2B website
• Implement new tools Consumer Service like ConCent, CTI/Case Management
• Implement new tools/processes for Demand Planning like Integrated Business Planning and artificial intelligence.
• Design, develop and improve the demand and stock planning process in the Sales organization in the cluster 
• Drive initiatives to develop Value Creation in coordination with Sales Process & Tools, Customer Service, Product Lines, Supply Chain and Logistics

Technical Skills & Core Knowledge Areas:
• The role requires experience from larger more complex sales organizations with a proactive entrepreneurial behavior. Being able to drive change with commercial attitude
• At least 10 years direct leadership experience with a larger team 
• Excellent knowledge and understanding of service towards consumers and retailers
• Knowledge of Operating Models of Customer Service, Field Operations, Contact Center and Demand Planning processes & Tools
• General knowledge of IT systems used in B2B and B2C environment 
• Experience and preference for working within matrix organizations 
• Deep knowledge of market/consumer dynamics, product requirements, and business behavior. Being able to connect with Retailers and outsourced partners
• Finance knowledge

Preferred Career Experience:  
• At least 10 years of experience in excellent, high performing, commercial or service organization

Soft competencies:  
• Consumer and Retailer service mindset
• Strong oral and written communication skills 
• Strong presentation skills 
• Strong Business Leadership 
• Strong People Leadership 
• Change management: identify and implement opportunities to improve the consumer experience and drive them 
• Ability to build strong teams 
• Efficient and pragmatic in a very complex environment 
• Ability to be the positive role model in understanding and fulfilling the consumer needs giving the example within internal consumer as well. 
• Communication and networking skills to ensure open and positive communication and close working relationships with critical internal departments, including sales, supply chain, R&D, Quality, Trade marketing operations, marketing, etc

Other requirements:
• Languages: Fluent English; Local language
• Willingness to travel when needed
• Master degree in Economics, Business Administration or Engineering