Customer Collaboration Lead Europe (all genders)

For Business Group Professional & Trading and within the Customer Supply Chain team, we are looking for a Customer Service Lead Europe.

In this role you contribute to FrieslandCampina’s success by driving strong collaboration and performance across the entire customer interaction chain. The Service Lead acts as a strategic partner for GBDS, ensuring seamless integration of processes and fostering long-term relationships. The role ensures excellent service to customers at optimal costs, improves the customer journey, defines customer and category performance KPIs together with the GBDS O2C Service Director, strengthens customer-supply chain collaboration, and leads the transformation to new ways of working, templates and tools to support business growth.

In this role you develop and execute tactical and strategic in-market strategy for the department to ensure excellent execution at the lowest costs, while monitoring day-to-day customer performance through GBDS.

Ce que nous demandons

Education

• Higher Vocational / Applied Sciences / Bachelor (HBO) >12 years or Academic / Master (WO) >10 years, preferably in Supply Chain Management.

Knowledge

• 10 years of experience in multi-functional teams and matrix organizations.
• Deep knowledge of Customer Operations processes, Sales process, Order to Cash/Order to Delivery, and digitalization (AI, VMI, EDI, robotization).
• Experience with KPI reporting and dashboards.
• Ability to analyse market trends and translate them into strategic and operational plans.

Skills

• Leadership & Team Development: Coaching, feedback, empowerment, building expert reputation.
• Change Management: Driving adoption of new templates/tools and ways of working.
• Stakeholder Management: Building trust-based relationships, aligning priorities, and influencing decisions across internal and external stakeholders.
• Communication & Influence: Strong stakeholder management, ability to engage across all organizational layers.
• Analytical & Decision-Making: Identifying bottlenecks and data-driven insights.
• Process Optimization: End-to-end OtC/OTD improvement, digitalization initiatives.
• Planning & Organization: Resource allocation, project tracking, storytelling of progress and results.
• Customer Focus: Proactively improving the customer journey and creating value with customers.

Ce que nous offrons

• Unique company culture of Dutch heritage and international presence.
• Great work life balance, and competitive salary & benefits package.
• Diverse training and mentoring programs to help you grow on your professional journey.
• Exceptional support of cross disciplinary movement within the company to broaden your knowledge and growth paths.
• A friendly and informal working environment, yet professional team members as sparring partners.
• Autonomy and trust to create longer term impact that helps bring better nutrition to the world.
• Free cheese and milk at lunch in the central office, fruit and barista coffee.

Description du poste vacant

As a Customer Service Lead you will work on:

Service In-market strategy

• Develop and execute strategic and tactical in-market strategy for the department to ensure excellent service levels to customers at the lowest costs.
• Act as a strategic partner for GBDS, ensuring seamless integration of processes and fostering long-term relationships.

Customer Collaboration & Service

• Drive development and execution of Customer Account development year plans together with Sales.
• Drive the right customer service levels and proactively optimize processes to improve the customer journey.
• Represent the voice of the customer within Customer SC, GBDS and Sales.
• Continuously improve the supply chain between FrieslandCampina and customers.

Networking & Stakeholder Engagement

• Build and maintain a strong network of internal and external stakeholders, including customers, partners, and industry organizations.
• Act as a connector between GBDS, Sales, Marketing, Supply Chain, and other departments to deliver optimal end-to-end solutions for customers.
• Align closely with Commercial Directors and GBDS teams to ensure seamless execution and continuous improvement.
• Build strong trust-based relationships with internal and external stakeholders to position the team as experts.

Leading a team

• Manage the department to ensure effective execution, optimal support for Sales, and the O2C process including collaboration with the GBDS teams.
• Lead and develop the team (including team leads) through coaching and feedback to maximize performance.
• Create an inspiring environment that fosters development and growth.
• Challenge the team to harmonize ways of working of different units.
• Ensure adequate staffing, training plans, work meetings, and personnel management.

KPIs, Performance Management & Management Information

• Develop the in-market customer performance and category performance KPIs in line with GBDS O2C Service Director performance KPIs.
• Identify bottlenecks, initiate improvement actions in Quote to Cash (including Order to Cash) processes, and ensure implementation after approval to improve customer and category performance.
• Embed mechanisms for project oversight, resource allocation, progress tracking, and storytelling.
• Own KPI dashboards, insights, and decision documents, all with the goal to improve performance.
• Monitor, analyze, and challenge service levels for the customer delivered through GBDS.
• Continuously seek improvement opportunities and take ownership of solutions.

Détails de l'équipe

In this role you are part of the Customer Supply Chain team of BG Professional & Trading. You will report into the CSC Director Professional. The team consists of passionate and experienced professionals in all areas of supply chain management. Teamwork and collaboration are key.