In this role, you will be instrumental in defining and advancing global customer service capabilities including processes, standards, KPIs, and technologies to drive structural business improvements.

Capability Development & Training: Design and deliver global policies, standards, and masterclasses for core customer service activities. You will own specific digital capabilities and scout for industry-leading best practices.
Strategic Project Leadership: Lead complex, international, multi-disciplinary projects focused on enhancing E2E supply chain performance and customer satisfaction.
Digital Product Ownership: Act as the primary reference point for SAP S/4HANA (Post-processing/Order Management) and transformation teams.
Stakeholder Engagement: Influence and align senior cross-functional stakeholders across Global, Regional, and OpCo (Operating Company) management teams.
E2E Connectivity: Proactively connect the dots across the Market-to-Cash chain, removing blockers and ensuring alignment with wider programs like Digital Transformation and Sales.

Functie-eisen

Professional Background: 10+ years of experience in Customer Service operations and Supply Chain.
Process Mastery: Deep understanding of the End-to-End Market-to-Cash / Order-to-Cash process.
Technical Proficiency: Proven experience with SAP S/4HANA (specifically order management) and the surrounding landscape (Masterdata, CRM, Logistics solutions) is a must.
Product Management: Experience in developing, implementing, or maintaining digital products within a complex architecture.
Language: Full professional proficiency in English (Dutch is not required).

Competenties

Strategic Connector: Ability to influence difficult stakeholders and build bridges between global design and local execution.
Ownership: An entrepreneurial mindset with the drive to work independently and deliver results without constant guidance.
Visionary Thinking: The ability to "zoom in and out"—understanding technical details while never losing sight of the bigger picture.
Change Catalyst: A team player who can drive organizational change and nurture a global network of capability leaders.

Arbeidsvoorwaarden

This is a high-profile interim assignment for a duration of 12 months, based at HEINEKEN’s global office in Schiphol (The Cloud). Please contact us for further information.

Bedrijfsinformatie

HEINEKEN is the world's most international brewer, and our Global Supply Chain team at Schiphol is the engine that powers our success. We offer a high-energy, multi-cultural environment where innovation is encouraged and "Customer Value" is a core principle.

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Global Customer Service Capability Lead
Randstad Professional | Yacht

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