Senior Customer Services Manager

Job description

Danone Türkiye is looking for a talented colleague for the  "Senior Customer Services Manager"  Take this opportunity to GROW together!

 

The Senior Customer Service Manager will lead a dynamic and sizable team of 18 people, managing through 3 direct reports , to optimize supply chain processes and oversee customer service operations across all Danone categories. Reporting directly to the Operations Director , this role ensures seamless execution from order to invoice, fosters strong relationships with both internal and external customers, and strives to achieve key performance indicators (KPIs) that enhance customer satisfaction and drive business growth.

 

Be responsible from the following requirements:

 

·  Team Leadership: Manage and develop a large customer service team, fostering a collaborative and high-performance culture.
·  Process Management: Oversee the end-to-end customer service process from order to invoice, ensuring efficiency and accuracy.
·  KPI Management: Monitor and achieve all relevant KPIs, including order accuracy, delivery performance, and customer satisfaction.
·  Cross-Category Coordination: Ensure seamless service across all Danone product categories, working closely with supply chain, sales, and other departments.
·  Customer Relationship Management: Build and maintain strong relationships with key customers, addressing any issues and ensuring high levels of satisfaction.
·  Continuous Improvement: Identify and implement process improvements to enhance service quality and operational efficiency.
·  Reporting and Analysis: Provide regular reports and insights on customer service performance, using data to drive decision-making.
·  A bachelor's degree in engineering, business administration, supply chain management, or a related field; an MBA or other advanced degree is preferred.
·  At least 5 to 7 years of experience in customer service, supply chain management, or a related field, preferably within the consumer goods industry.
·  Minimum 2 years of team management experience.
·  Proven track record in managing customer relationships and improving service levels.
·  Strong leadership and team management skills.
·  Excellent communication and interpersonal abilities.
·  Proficiency in data analysis and performance metrics.
·  Ability to develop and implement strategic plans.
·  Familiarity with ERP systems and customer service software.
·  Strong problem-solving skills and ability to handle complex situations.
·  Capability to work collaboratively with cross-functional and global teams.
·  Knowledge of the food and beverage industry is a plus.
·  Fluency in English is mandatory.

Being a Danoner means that you create your own working experience.

·  You could design your own way of working with our  hybrid working model .
·  You could work from any office on your office days! Our  head office  is in  Ataşehir  and  hub office  is   in  Levent.
·  You could decide your daily 8-hours of working period within our  flexible-working hours  practice.
·  While working remotely, you create your office comfort at your home with your  ergonomics package .
·  We know that you will have  home expenses   during home office days . So, Danone supports you for your expenses   with an allowance as well!
·  Summers  are flexible here! You could work  fully   remote  for  4 weeks during July and August.
·  We also  enjoy Fridays  during summer period between  July and August  by finishing our works  by 15:00  and enjoy the rest of the day and starting the weekend earlier.
·  Danone offers various types of leave days to support Danoners’ work-life balance and well-being. We have a wide variety of leave types, such as in your first year  5 days  of " Im New in Danone Leave " ;  1 day of "My Future is Good Leave"  for our social responsibility activities. These options cater to different aspects of employees' lives and needs, reflecting the company's commitment to not only professional growth but also personal and social responsibilities.

 

We are proud to promote diversity and equal opportunity within our teams. We believe that our differences will make a difference, and that an inclusive work environment will drive our growth as a company, as a team, and as individuals. We will therefore consider all implementations* by fostering an inclusive work culture where everyone can feel at home.

All nominations will be considered regardless of origin, background, religion, sex, sexual orientation, gender identity, disability.

 

Working with us  is about being able to do things your way. The way you work, the way you develop, the way you progress,  it’s all up to you.

Working here, you’ll need to enjoy a fast-paced environment, a little complexity and challenging tasks but it is packed with opportunities. You will work for some of the best-known brands in the world, such as Activia, Danone, Danino, Danette, Aptamil, Bebelac, Hayat, and Sırma, and we absolutely guarantee that you can just be yourself.

Be innovative and entrepreneurial and the impact you could make might just amaze you . Join our movement for a healthier world.  One Planet One Health BY YOU.

 

What we offer

 

This is a visible position within the company, we offer opportunities where you can grow your expertise and have an end-to-end responsibility to drive "change" & "growth”. You will have a chance to experience 360 ways of working with multiple stakeholders. We develop talents and growth potential to enable strong career development for our employees.

 

What’s next?

Visit our website  www.danone.com  to discover more about us and to find out how you could be part of it all!