Head of Customer Service

We are Reckitt:

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose.
Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

 

About the role:

As the Head of Customer Excellence, you will be responsible for defining and developing global standards and processes for customer service, customer supply chain engagement, and cost-to-serve optimization globally. You will drive productivity in these areas and ensure efficient order-to-cash processes worldwide. This role will support the customer supply chain agenda as part of the global transformation Essential Home is about to embark on, including the upcoming ERP transformations. Additionally, you will scope the feasibility of shared service centers globally for customer service and project manage their implementation.

 

ESSENTIAL HOME

With a trusted portfolio of world-class Air Care, Surface, Laundry and Pest Control products, the Essential Home team’s purpose is to Make A House A Home. Fuelling this newly formed business and leadership team is a diverse and inclusive culture for all. Together, we’re shaping a team with a founder mentality: that listens and learns, and that is entrepreneurial, agile, and action oriented.

With high-quality brands such as Air Wick, Cillit Bang, Calgon and Mortine, now is an exciting time to join a dynamic company full of purpose, pace and energy, that will create a truly unique learning and career opportunity for all.

 

Your responsibilities:

• Define and develop global standards and processes for customer service and customer supply chain engagement.
• Optimize cost-to-serve globally and drive productivity in customer service operations.
• Lead the efficient order-to-cash process globally.
• Support the customer supply chain agenda as part of the global transformation, including ERP transformations.
• Scope the feasibility of shared service centers globally for customer service and manage their implementation.
• Build and maintain strong relationships with internal and external partners.
• Develop and deploy strategies to enhance customer service and supply chain performance.
• Ensure exceptional service delivery to customers while optimizing inventory levels.
• Drive continuous improvement in customer service processes and systems.
• Responsibility over core KPIs like: Pack Fill Rate; Cost-to-Serve Metric Optimization; Forecast Accuracy %; Customer Satisfaction Rate; Implementation Success of Shared Service Centers; Talent Retention and Development.

The experience we are looking for:

• Advanced Customer Service Excellence.
• Supply Chain Planning and Optimization.
• Leadership Skills with the ability to motivate and inspire large teams.
• Advanced Analytical skills and ability to source and interpret data from multiple sources.
• Intermediate Financial and Commercial Acumen.
• Intermediate ability to work with ambiguity and make effective decisions in a fast-paced environment.
• Minimum of 5 years of experience in a customer service or supply chain role with experience in leading global processes.
• Minimum of 2 years of experience in a line management role.