Head of Customer Care Center (m/f/d), Erlangen

As a world leading food company DANONE stands for international success. Around 104.000 employees work on all five continents in the four business areas Fresh Dairy Products, Early Life Nutrition, Waters and Advanced Medical Nutrition on one corporate mission: “Bringing health through food to as many people as possible.”

Your Mission

• Lead the Customer Care Center Team, ~50 people spread around in the DACH region with 3 direct reports
• Drive the change towards a new, visionary and holistic approach to Customer Service & Customer ExperienceEstablish a Customer Care Center as strategic entity enabling business growth – it is more than just OTC, Order Management, After Sales Care and Careline responsibility
• Actively co-design with Consumer Marketing the future of a united Special Nutrition CarelineIncrease customer satisfaction by installing consistent systematics e.g. for the analysis of customer complaints
• Execute periodic customer satisfaction surveys, applying NPS frequently to improve Customer Experience, competitor benchmarking and drive actions for continuous improvement
• Collaborate with customers on common identified improvement potentials
• Foster synergies and future-fit optimizations for processes and systems (e.g. online & automated solutions)
• Build a network of cross-functional and -cultural collaboration to bring the Customer Service Vision to life

Your Profile

• Master in business administration, economics, marketing or comparable qualification
• Relevant work experiences in Sales, Marketing, Customer Experience or Medical environments
• Profound expertise in leading and managing complex cross functional / hybrid set up’s and projects
• Strong stakeholder management at all levels of the organization and strong communication skills
• Ability to work in remote management across our 3 countries with willingness to frequent travels (60%)
• Strong business acumen and strategic mindset
• Visionary and the energy to drive the change and inspire people
• Open, proactive and independent working and leadership style
• Proficient use of German and English required, ideally also speaking French

Benefits

• Monthly subsidy to support the costs of public transportation or travel expenses, occupational disability insurance, direct insurance and provident fund, access to corporate benefits and discounted offers for employees of Danone (i.e. travels, events and shopping).
• An international, innovative corporation, in which strengths are continuously stimulated through transparent career options and versatile training and development offers.
• Central and beautiful office with supply of water, coffee, tee, yogurt and fruits for free.
• Respect and team spirit on all levels, holidayand Christmas pay, the Danone PME family service, health promotion as well as regular events in order to exchange and celebrate successes.