Team Leader Customer & Consumer Service Manager – Europe
hace 3 días
Valencia
At Auren Personas, we operate within the Selection & Executive Search division, providing specialized Human Resources consulting services. We are currently collaborating with a leading company in the the consumer goods sector, based in Valencia, which is looking to expand its team by hiring a professional for the position of Team Leader Customer & Consumer Service Manager The company operates within the camping and outdoor consumer goods industry and manages a portfolio of leading brands in Europe, each with its own identity, forming a strong and complementary offering. These brands cover multiple product categories including camping furniture, leisure products, and tableware, known for their quality, innovation, and design. From its headquarters and distribution center in Europe, the company supplies customers across Europe, including distributors, agents, retailers, and consumers. In addition, it has multiple offices across Europe dedicated to sales, innovation, and marketing activities. With a dedicated team of approximately 40 colleagues, the organization focuses on growth, innovation, and strengthening its position in the international market. About the Role: The company is looking for a proactive and service-driven Team Leader Customer & Consumer Service Manager to lead and further professionalize its international customer and consumer service organization across Europe.This role is based in Valencia, Spain, and is responsible for managing and developing a customer service team operating across The Netherlands, Germany, and Spain, while ensuring the highest possible level of service towards both B2B customers and end consumers. The Team Leader Customer & Consumer Service Manager will play a key role in elevating the department to the next level by implementing AI-driven solutions, optimizing existing software systems, and improving operational processes to efficiently manage the increasing volume of customer and consumer inquiries. This role requires strong leadership, operational oversight, cross-functional collaboration, and a continuous improvement mindset. The ideal candidate combines strong people management skills with a hands-on operational approach and has the ability to improve systems, processes, and customer experiences in a fast-moving international environment. Leadership & Team Management • Lead, coach, and develop the international customer and consumer service team across:, • The Netherlands, • Germany, • Spain, • Create a service-oriented, performance-driven, and customer-focused culture, • Ensure clear communication, efficient workflows, and strong collaboration between teams and regions, • Implement KPIs, reporting structures, and performance monitoring to improve service quality and efficiency, • Support team development through training, coaching, and continuous process improvement initiatives Customer & Consumer Service Excellence • Ensure outstanding service delivery towards B2B customers and end consumers across all markets, • Act as escalation point for complex customer issues and key customer challenges, • Maintain close oversight of customer satisfaction, response times, and service quality, • Safeguard consistent communication and professional service across all customer touchpoints, • Continuously identify opportunities to improve customer experience and service standards Process Optimization & AI Implementation • Drive the implementation and optimization of AI tools and existing software systems to improve efficiency and scalability, • Identify opportunities to automate repetitive tasks and improve response handling processes, • Analyze workflows and implement improvements to increase speed, accuracy, and operational effectiveness, • Ensure the department is fully utilizing available systems and technologies, • Work closely with Operations to optimize integrations and processes Cross-Functional Collaboration • Work closely with:, • Logistics, • Operations, • Sales, • Marketing, • Finance, • Ensure smooth internal cooperation to safeguard service levels and customer satisfaction, • Coordinate proactively on delivery issues, product availability, claims, and operational challenges, • Support sales activities, promotions, and marketing campaigns to ensure smooth execution and customer communication Systems & Operational Management • Maintain strong oversight of all customer service-related systems and processes, • Monitor operational performance and proactively identify bottlenecks and inefficiencies, • Ensure accurate and efficient handling of orders, claims, returns, and customer inquiries, • Contribute to the continuous improvement of internal procedures and operational standards, • Support scalability and future growth through structured process management Requirements: Experience & Background • Proven experience in customer service management, consumer service, or customer operations leadership within an international environment, • Experience managing and developing international teams, • Strong background in customer experience, operational processes, and service optimization, • Experience with ERP, customer service software, and AI-driven support tools, • Experience in process improvement and operational efficiency projects is highly preferred Industry Affinity • Affinity with or experience in consumer goods industry is a strong advantage, • Understanding of seasonal dynamics, consumer expectations, and retail customer structures is a plus Skills & Competencies • Strong leadership and coaching abilities, • Customer-centric mindset with excellent problem-solving capabilities, • Strong organizational and operational management skills, • Experience with AI tools, automation, and customer service systems, • Analytical and process-driven mindset, • Strong communication and stakeholder management skills, • Ability to balance strategic improvements with hands-on operational involvement, • Fluent in English; Dutch and/or German are strong advantages, • Spanish language skills are highly preferred Personality • Entrepreneurial and proactive, • Structured and solution-oriented, • Calm under pressure and able to manage priorities effectively, • Strong communicator with international cultural awareness, • Comfortable working in a dynamic, growing organization Benefits: What We Offer • A key role in shaping and professionalizing the international customer and consumer service organization, • High level of ownership and autonomy, • Opportunity to work across multiple European markets and departments, • A dynamic and growing organization with strong international brands, • Opportunity to drive innovation through AI and process optimization, • Competitive compensation package aligned with experience and performance Thank you for your application and interest. We look forward to discovering your talent! At Auren Selection & Executive Search, we offer a comprehensive range of solutions for talent identification, attraction, selection, and assessment. We provide both local and international services, regardless of hiring volume. Our teams are highly specialized, with over 20 years of experience and a strong track record of success.
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