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 General 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

📌 Customer Service Manager (Barcelona)
🏢 Coty
📍 Barcelona