Customer Service Senior Manager

Short Intro and About the Job

At Danone, we believe that every interaction matters. Customer Service is not only about fulfilling orders, it's about creating trust, building strong partnerships and delivering exceptional experiences that make a difference. We're looking for a Customer Service Senior Manager who will lead the evolution of our customer service model, connecting commercial ambitions with Supply Chain excellence to ensure world-class service levels across our business.This is a unique opportunity for a strategic and customer-centric leader who is passionate about transforming processes, driving innovation and building high-performing teams that put customers at the center of every decision.If you thrive in fast-paced environments, enjoy influencing cross-functional stakeholders and want to create a real impact on customers, operations and business results, we'd love to meet you.

Your mission

Lead the Customer Service strategy and operation, ensuring an end-to-end customer experience that differentiates Danone in the market. You will serve as the key link between customers, Commercial, Supply Chain and Operations teams, driving service excellence, operational efficiency and continuous improvement.

Key Responsibilities

Lead and transform Customer Service

• Define and execute the Customer Service strategy aligned with business and Supply Chain priorities.
• Develop a customer-centric culture focused on excellence, accountability and continuous improvement.
• Lead, coach and develop a high-performing Customer Service team.

Deliver service excellence

• Own and continuously improve key service KPIs including OTIF, Fill Rate, Case Fill Rate, Service Level, Perfect Order, Order Cycle Time and Customer Satisfaction metrics.
• Lead the Order-to-Cash and Order Management processes, identifying opportunities for simplification, automation and productivity gains.
• Monitor service performance and implement preventive actions to eliminate recurring issues.

Build strong customer partnerships

• Act as the primary point of connection between customers and internal stakeholders.
• Lead operational relationships with key customers through performance reviews, service improvement plans and critical escalations.
• Define and strengthen service agreements (SLAs) while influencing internal teams to continuously enhance customer experience.

Drive business impact and transformation

• Convert data and insights into actions that improve service performance and customer satisfaction.
• Lead digitalization, automation and transformation initiatives that elevate customer experience and operational effectiveness.
• Design differentiated service models based on customer value, needs and business priorities.
• Optimize resources and processes balancing Customer Experience, Service Levels and Cost-to-Serve.

About You

You are a strategic leader who combines strong business acumen, customer obsession and Supply Chain expertise. You know how to navigate complexity, influence stakeholders and inspire teams to deliver outstanding results.

What you'll bring

• Bachelor's degree in Engineering, Business Administration, Supply Chain or related fields.
• Master's degree is a plus.
• 8+ years of experience in Customer Service, Customer Operations, Supply Chain, Order Management or related areas.
• Proven experience leading teams and managing complex customer environments.
• Experience in FMCG, Retail, Manufacturing or highly dynamic operational environments.
• Strong understanding of Customer Service, Order-to-Cash, Supply Chain and operational excellence.
• Experience leading transformation, automation and continuous improvement initiatives.
• Advanced English.
• Knowledge of Power BI and data visualization tools preferred.
• Nice to have, Experience in Demand Planning, Supply Planning, Logistics, Distribution Centers or Transportation Operations. 
• Experience working in highly collaborative, cross-functional environments.

About Us, We offer and What's next

At Danone Mexico, we work with a deep conviction: the health of people and the health of the planet are interconnected. Guided by our global vision, One Planet. One Health., we strive to build a healthier future through foods and beverages that are part of the everyday lives of millions of families around the world.

In Mexico, with more than 15,000 employees, 35 plants, and over 100 distribution centers across the country, we are a diverse and highly committed community driving iconic brands such as Danone, Activia, Oikos, Danonino, Bonafont, and Silk. Every person who joins us contributes a key part to our ongoing evolution and innovation.

 

At Danone, you will find an environment where you can grow with purpose and be your authentic self. We value what each individual brings, and it is that unique combination of experiences, talents, and perspectives that strengthens our culture and empowers us to achieve extraordinary results. Here, you will have the freedom to propose, create, and bring ideas to life that generate real impact.

 

We support your development through continuous feedback, clear objectives, agile methodologies, and learning tools designed to accelerate your professional growth. We want you to move forward with confidence and find a path that truly inspires you. Your well-being is also essential to us. That’s why we offer flexible benefits, comprehensive physical, emotional, and financial well-being programs, support platforms, exclusive discounts, and benefits above those required by law that accompany every stage of your life.

 

We are proudly a certified B Corp company, reflecting our commitment to responsible practices, conscious decision-making, and a positive impact on people, communities, and the planet.

 

If you’re looking for a place where you can contribute, grow, and be part of a community that works with purpose, we invite you to explore our job openings and discover for yourself everything you can build at Danone. Your next big professional step could start here.#LI-MX