At HEINEKEN Kraków (HEINEKEN Global Shared Services) our success comes directly from our great people. We are a growing team of business experts in finance, accounting, data and technology ready to „WOW” the world with our expertise, passion and pride to be GREEN.We act on our values of Passion for consumers & customers, Courage to dream & pioneer, Care for people & planet, Enjoyment of Life, always focused on being ourselves: inclusive, diverse, and open for new challenges.

The Global Customer Service & Logistics (CS&L) department is responsible for functional leadership of CS&L programs and capabilities. This role will support the deployment of customer service platforms as part of the DBB (global businesstransformation) roadmap. Combining deep process expertise with project management and networking skills, the GCSL Program Lead ensures efficient and effective deployments that maximize the value generated by our global tools and processes. Further, the GCSL Program Lead guides and supports a group of DBB Platform Deployment Specialists who perform a similar role in the DBB (Digital Backbone) context.

Your responsibilities would include:

Be responsible for supporting successful business transitions of OpCos on quality, time, scope, budget. Translate Customer Service strategy in strong digital capability through implementation of Customer Service DBB platforms (Case Management and Contact Center).  Realize the yearly project roadmap. Manage relationship with DBB transition team and Product Owner. Provide guidance and supervise OpCo deployment as a SME. Execute work applying practical methods and processes. Provide content expertise, hands-on involvement, and overall project management of the implementation in close collaboration with the DBB transition team/local OpCo teams. Create a global blueprint for training materials and perform selected platform trainings. Support activity of DBB change and communications workstream. Align and manage localization requests with Product Owner, DBB transition team and OpCo. Autonomously drive the OpCo engagement and project agenda in alignment with DBB transition team. Transfer knowledge and gradually hand over responsibilities to OpCos. Sharing best practices and learnings across OpCos and within the Global CS&L.

You are a good candidate if you have:

Bachelor or Master Degree preferably in Supply Chain, Sales or Business  Management. 8+ years relevant working experience (excellent practical knowledge of  Customer Service and/or Sales operations, especially regarding Case  Management and Contact Center).  Experience with Customer Care platforms (Case Management and Contact  Center – MS365 and Genesys) Relevant experience in Software Deployment Projects Fluent English (verbal, written)

You are a perfect match if you also have:

Project certification

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

What we offer: