About the role

At HEINEKEN Kraków (HEINEKEN Global Shared Services) our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN.We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges.

The Customer Service Senior Team Lead is responsible for the end-to-end delivery and performance of Order Management and Customer Care processes within the Center, across multiple OpCos. The role ensures operational excellence, service performance, and continuous improvement, leading Customer Service teams and driving execution in line with the Global Customer Service Blueprint.

This role operates within a lift-and-shift transformation context, with initial focus on ensuring stable service migration and continuity before driving standardization and improvement.

HEINEKEN Kraków

We could go to work but we went to HEINEKEN.HEINEKEN Kraków is a shared service center supporting the processes of the iconic beer brewer across Europe. We specialize in areas such as Digital & Technology, Transport Management, Transformation, Finance & Operational Excellence, also supporting HEINEKEN Global Functions. We prioritize customer satisfaction, ensuring timely deliveries to production sites, prompt customer orders, and the delivery of our flagship golden brew.

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Do you fit?

Experience in a contact center environment and/or use of CRM, order management, and case management platforms.
Experience in Order-to-Cash / Supply Chain Operations
Experience working for a multinational organization
Experience working in a shared service, process-driven, or service center environment

What you'll own

Owing the delivery of Order Management and Customer Care processes across supported OpCos.
Order Management: E.g. Order Intake, Processing
Customer Care: E.g. Voice of the Customer (NPS), Case Management (Requests/Queries/Complaints)
Ensuring processes are executed in line with global standards, SOPs, and service catalogue.
Driving alignment of ways of working across teams and markets
Owing and deliver against key KPIs (e.g., SLA adherence & backlog, CFR, ZTO, CS Productivity, NPS, FCR, RR).
Monitoring performance trends and identifing risks and improvement areas.
Driving corrective actions and performance improvement plans with teams.
Identifing and driving continuous improvements in process efficiency, quality, and customer experience.
Leading and developing employees, ensuring clear accountability and performance management.
Ensuring effective workload distribution and operational execution across teams.
Fostering a customer centric and performance-driven culture.
Contributing to TPM (Total Productive Management) initiatives, embedding continuous improvement and efficiency practices within Customer Service/ CV Pillar operations.
Acting as the single operational and tactical contact for OpCos for Order Management and Customer Care processes.
Managing expectations and communication on service performance, issues, and priorities.
Collaborating with cross-functional OpCo/HBS teams (Supply Chain, Sales, Logistics, Finance, Excellence Teams
Representing Customer Service in OpCo governance forums, providing input on service performance, risks, and improvement actions.
Leading, coaching, and developing employees, ensuring clear accountability for service delivery and people management.
Seting clear performance expectations, objectives, and KPIs for teams aligned with service targets.
Fostering customer service excellence execution culture, driving accountability and seamless end-to-end collaboration across functions, including Finance and Sales.