Customer Service Digital Transformation Associate Manager

Job Description

What's on the Menu?

As a Customer Service Digital Transformation Associate Manager, you will be responsible for driving the zone Customer Service, by supporting Digital Program and leading Multi-Year Customer Service. You will also support Digital CAPEX projects. These projects focus on People, Processes & Systems to deliver Cost, Service, Productivity & Customer Experience across the Global zone (with a focus on EMEA). In this strategic role you will ultimately take part in creating a best-in-class Customer Service organization, which is aligned with the company’s ambition in becoming the preferred supplier to our customers

Main Ingredients:

• Lead the business aspect of the B2B portal implementation within KHC space. This includes collecting and assessing the business requirements, as well as collaborating with the Global Template team for development & Change management within defined timelines and budget to deliver on program ambitions.
• Develop and create the Expansion Roadmap for the business functional area(s) and facilitate alignment of functional strategic plans with the overall scope, roadmap, and priorities of other business functions.
• Participation in all Agile ceremonies as required by the Project Team.
• Work across the Global zone, engaging multiple BU’s and markets and coordinating a multifunctional project team (IT, Sales, Finance & Ops) and engage senior leadership as part of stakeholder management.
• Responsible for excellent vendor management & customer engagement.
• Build relationships with key Kraft Heinz business management process owners to understand needs, priorities and identify solutions.
• Maintain intimate knowledge of Kraft Heinz business plans, as well as stay abreast of key developments in industry and among peers.
• Collect, review, and assess customer usage and feedback of systems on a regular basis and incorporate learning's into future developments.
• Perform continuous reviews to align processes with changing business conditions for a given business process or functional area

Recipe for Success: Apply if it sounds like you!

• You have a Bachelor or Master Degree in a related field.
• You have 6+ years of experience in a Supply Chain (Operations/Customer Service)
• You understand Customer Support & Service processes e.g. order management & customer collaboration.
• Customer Centricity: You know what our customers want & need.
• You are knowledgeable of Agile methodology (certification is a plus).
• You are experienced in Customer Service Management and Project Management.
• You have prior knowledge of ERP; SAP OTC order management is an advantage.
• Excellent verbal and written communication skills, with the ability to network and influence senior leaders across the organization through understanding and simplifying complicated concepts.
• You are able to work in diversified teams, to lead, coach and motivate project team members

We hope to find you a seat at our table!

Location(s)

Amsterdam

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes .