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.
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 Integral Customer Service and you will manage:
Assess the effectiveness of collaboration between the customer service hub and other departments.
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.
Role model meaningful performance reviews through the annual appraisal process and continuous touchpoints throughout the year.
Build team and individual capability through coaching and development.
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.
Effective communication and influencing skills at a mid-management level.
Excellent communication skills in French and English.
At Coty, we value d

📌 Customer Service Manager (Cataluña)
🏢 Coty
📍 Cataluña