About the role:

The Manager is responsible for leading a team of 10 complaint handlers, dealing with all customer complaints within the EMEA region, covering all business units (Chocolate, Cocoa, Beverages). The role assures qualitative, timely, and efficient handling of customer complaints, and continuously identifies improvement initiatives to streamline and improve the complaint-handling process. In addition, the incumbent is responsible for performing business analysis on the root causes of complaints and discussing/setting up business improvement initiatives together with the continuous improvement manager and the country customer care managers in order to structurally decrease the inflow of new complaints. In parallel, the complaint handling team is also responsible for weekly and monthly KPI reporting on our overall service performance towards all customers in EMEA. 
 

Key responsibilities:

Lead a team of specialists responsible for evaluating, investigating, answering, and resolving complaints. Coach & support complaint handlers in performing in-depth root cause analysis on Customer Complaints. Manage the regional NPS program from design and development through launch, analysis, reporting, and driving action plans to improve customer loyalty. Ensure the uniform application of agreed business rules on complaints handling & reporting. Drive & Implement process improvements based on performance trends to streamline and improve complaint handling process & business rules on the EMEA level. Build a strong internal network (Customer Care, Supply Chain, Quality, Sales, Pricing,…) and stimulate interdisciplinary dialogue on complaints resolution & prevention. Lead process improvement projects that require engagement with multiple functional areas across the businesses. Analyse & report weekly and/or monthly on all service KPIs for the countries in scope. Support Customer Care Managers & Continuous Improvement Managers in setting up local & regional complaint reduction programs. Participate actively in overall CI projects for Order2Cash. Setting up and implementing a short & long- and long-term strategy for the Complaint Management process, presenting the Team & process, and strategy to internal and external stakeholders.

 

About you:

Degree: Bachelor’s or Master’s in Business. Languages: Fluent in English. Clear experience in the B2B environment (experience in the food industry is an asset). Business experience in Customer Care or Supply Chain (or both). Good knowledge of incoterms is an asset. Experience in leading transformational projects with cross-functional teams. Knowledge SAP  Analytical mindset and result driven Strong Knowledge of analytical tools (SAP BW, Tableau, Einstein Analytics or other). Embraces Continuous Improvement. Excellent presentation techniques. Strong leadership skills. Ability to lead a team of multiple nationalities. Excellent communication & presentation skills. Challenge status quo, do not take things for granted. Willing to travel within EMEA  (up to 20%).

 

We offer:

Employment on a regular basis in the sweetest company in the world. Annual bonus based on your work results. Lunch card to be used for groceries and restaurants. Private medical care in Lux Med (basic package fully financed by BC). Fit Profit sports card co-financed by BC. PPE: we care about your future, and we save money for your retirement. Cafeteria Program as a part of Social Fund. Group life insurance. Hybrid working model: min. 8 days in the office a month. As part of our work-life balance culture, we can start work between 7 am and 10 am. Free consultation with a lawyer once a quarter. Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year. And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests. Daily delivery of fresh fruits and veggies to the office. You can purchase our sweet products with a special discount. Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs. Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station. We like to party as much as we like chocolate! We have integration budgets we can use for team events. Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.