Order Management Sr Manager

Overview

As Europe Customer Service Lead, this role is accountable for defining and executing the end-to-end Customer Service and Order Management strategy across Europe, spanning France, NE, UK&I business units. Reporting to the Global Customer Support Lead (LG2), the role leads a large-scale, multi-year transformation agenda focused on standardizing processes, accelerating GCC adoption, deploying digital and AI-enabled capabilities, and building a scalable service model that drives superior customer experience, productivity, and revenue growth.

The role provides strategic leadership for a function supporting more than $4MM in Net Revenue, 5 Market Units and approximately 100 FTEs, and millions of customer transactions across diverse markets and operating models. It is accountable for transforming fragmented, market-specific processes into a globally aligned Customer Support model, leveraging technologies such as PEP Order Engine, Process Mining (Celonis), AI, and Engage CX to drive automation, improve service outcomes, increase touchless processing, and enable data-driven decision-making.

As a senior Europe Supply Chain leader, this position partners closely with Sector, Business Unit, Commercial, Planning, Logistics, Digital, and Global Customer Support teams to define future-state operating models, govern strategic transformation programs, and deliver productivity, service, and capability-building objectives. The role is responsible for driving operational excellence, establishing governance and service standards, implementing differentiated Premium+ service strategies, and unlocking step-change improvements in customer satisfaction, speed, efficiency, and cost-to-serve across the region.

The position also serves as the key leader for GCC expansion, organizational capability development, and cross-market best practice deployment, ensuring Europe evolves from localized execution to a standardized, technology-enabled, globally scalable customer service capability

Responsibilities

Functional Responsibilities:

 

This senior management role will lead a team of Customer Service Managers who support the Customer Service Representatives (CSRs) Europe locations and business units.  This role is responsible for delivering gold standard Premium customer service by ensuring day today order processing and maintaining site performance metrics using standard processes and best practices. 

 

• Ensure the Customer Service function continually optimizes staffing, schedules and activities that enable timely and seamless order processing across the entire Supply Chain. 

• Develop & deploy strategy & execution of premium service for Europe aligning with other sector leads for people, processes and new technology to provide an enhanced, Proactive service model - Accountable

 

• Lead the team responsible to drive end-to-end processing of customer orders & case management & new digital technology including AI in line with the premium + service offering and Accountable

 

• Hire, Mentor and develop Europe CCC team committed to delivering exceptional Premium service - Responsible

 

• Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Work with CS Excellence lead to develop a continuous improvement culture with diligent root cause analysis. - Responsible
• Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all Premium customers. 
• Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology.
• Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency.
• Identify areas for improvement and close efficiency gaps regarding customer service and order processing.
• Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team.
• Develop team talent and capability build and  ensure succession plans are in place

Qualifications

• Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required. MBA preferred
• 10+ years of experience in customer service or operations, including 5+ in a senior leadership with people management role.English Fluency both written and verbal required, Spanish would be an asset
• Experience in multinational companies
• Strong analytical skills and experience with service metrics, reporting, and performance management
• Experience with CRM, contact center platforms, and digital service solutions
• Deep understanding of customer support metrics, executive communications, and cross-functional collaboration.
• Strong strategic thinking with the ability to scale operations while preserving premium service quality.
• Exceptional communication, relationship-building, and stakeholder management skills.
• Working knowledge of order processing and order life-cycle in a dynamic Supply Chain
• Ability to positively influence teams outside of direct responsibility and across multiple business units
• Working knowledge of SAP solutions
• Ability to influence leadership and operate in a matrix environment
• Capable of leading a remote work group and being managed by a remote manage
• Utilize technical/functional knowledge that creates opportunities and solves business problems
• Proficiency using PC-based applications such as Microsoft Excel, PowerPoint, Word and alternate meeting technology
• Strong strategic ability
• Ability to identify business issues and generate solutions
• Self-starter with attention to detail
• Solid verbal and written communication skills
• Ability to manage multiple competing priorities