Customer Service Manager - France & Benelux

CUSTOMER SERVICE MANAGER (HUB)
SUPPLY CHAIN

The Customer Service Manager (Hub) oversees the day-to-day operations, ensuring the efficient delivery of high-quality Customer Service across multiple markets. This role focuses on creating a customer-centric culture, optimizing team performance, and driving continuous improvement initiatives while ensuring alignment with service level agreements (SLAs), customer satisfaction goals, and organizational standards.

THE ROLE
OPTIMIZE, ENABLE, INNOVATE!

As our Customer Service Manager (Hub), you play a critical role in overseeing day-to-day Customer Service operations across multiple markets, driving customer-centricity, optimizing team performance, ensuring SLA compliance, improving customer satisfaction, and leading continuous improvement initiatives aligned with organizational standards and strategic goals.

You will be reporting to VP Global Customer Service and you will manage:

CORE RESPONSIBILITIES:

Assess the effectiveness of collaboration between the customer service hub and other departments.
Put in place a regular communication plan within the CS Team in the hub and with other stakeholders inside Supply Chain and in the Markets to review KPIs and align on central vs market strategies.
Lead the resolution of problems escalated by Customer Service Representatives, creating mitigation plans, engaging the team in solutions, and escalating further where appropriate.
Align the Hub’s activities with strategic goals through customer delivery creation priorities, exception management, order management, delivery of new launches and end-of-quarter review recognition.
Responsible for the execution of shipment plans of orders on hand to deliver revenue.

LEADING THE TEAM:

Define and set individual and team goals and KPIs ensuring stretch and accountability to deliver.
Ensure a culture of inclusivity and development within your team.
Role model meaningful performance reviews through the annual appraisal process and continuous touchpoints throughout the year.
Ensure team members are onboarded and set up for success in their role.
Build team and individual capability through coaching and development.

CONTINUOUS IMPROVEMENT:

Champion the development and improvement of processes and tools using analytical and critical thinking skills.
Foster a culture of continuous improvement by encouraging the team to develop ideas and ways of working.
Identify improvement opportunities, gain buy-in, and lead successful implementation by engaging the team.

YOU ARE A COTY FIT

As an experienced Customer Service leader with strong communication, coaching, and stakeholder management capabilities, you thrive in a fast-paced and diverse environment. You are customer-centric, analytical, collaborative, accountable, and development-focused.

Degree (or equivalent work experience) in Business Administration, Supply Chain Management, or a related field.
Proficiency user of SAP and data analytics tools such as Microsoft Excel and Power BI
Established Customer Service experience including Customer Service Management.
Experience coaching team members.
Proven ability to deliver KPIs personally and through others.
Effective communication and influencing skills at a mid-management level.
Excellent communication skills in French and English.

At Coty, we value data savvy people. As part of the Coty curated strategic program, we are transforming into a data centric organization powered by AI. If you have data engineering skills or experience developing dashboards in Power BI, this is considered a strong advantage.

If you're ready to support and shape the future of beauty, we want you on our team!

WHAT WE OFFER

This is a unique role with a genuine opportunity to make an impact. You'll get to work in a diverse environment with a team of professionals who are passionate about the work they do and know how to have some fun along the way.

Coty's global omni-working policy provides the option to work up to 50% of your week remotely.

We believe that a more flexible philosophy of remote working will give everyone the freedom to choose what works for their individual circumstances and empower them to always perform at their best.

ABOUT US

Our people make us who we are. They are the brightest minds bringing the boldest ideas to life every day. If you're the kind of person who refuses to settle, if you want to think bigger, learn faster and go further than you ever thought possible – we'd love to hear from you.

Coty is deeply committed to Changing the Conversation around Diversity, Equity & Inclusion to create a more open, inclusive, and diverse workplace where all employees can be their authentic self.

Country/Region: ES

City: Barcelona Hub