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Senior Customer Operations Manager (m/f/d)

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the LEGO Group

29d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Munich

AI generated summary

  • You must have 8+ years in Customer Operations leadership, excel in order/inventory management, drive continuous improvement, foster collaboration, ensure quality, learn quickly, and promote a fun environment.
  • You will manage order processing, monitor retailer inventory, handle customer claims, lead a team, and drive continuous improvement initiatives for efficient operations.

Requirements

  • We are seeking an individual with at least 8 years of leadership experience in Customer Operations and a proven track record in driving cross-functional continuous improvement.
  • Result Orientation We expect you to ensure that orders, inventories, and claims are efficiently managed, deliveries are optimized, and key performance metrics are consistently high.
  • Collaboration Success in this role requires proactively fostering a positive culture and maintaining strong collaboration with both external and internal partners.
  • Functional Expertise A deep understanding of FMCG customers, order and inventory management, and a history of continuous improvement in these areas is essential.
  • Quality You will be responsible for ensuring accurate order completion and meticulous inventory management to prevent significant overages or shortages in the marketplace.
  • Learning A natural inclination for continuous learning about LEGO® customers, their processes, and strategies is crucial. Additionally, you should be adept at learning new systems and processes to enhance team efficiency.
  • Fun To maintain high morale and engagement, it's essential to create a positive and enjoyable work environment. Bringing a sense of fun and enthusiasm helps foster a collaborative atmosphere and keeps the team motivated and productive.

Responsibilities

  • This role is crucial for delivering exceptional customer service by ensuring efficient order processing, timely deliveries, high stock availability, and effective handling of customer claims. It serves as a vital link between the Sales and Marketing teams and plays a key role in shaping and executing the Operations strategy within the EUC business unit.
  • The role leads the Customer Operations team, which is primarily responsible for three key areas
  • Order-to-Cash Process Managing the receipt and processing of customer orders and collaborating with the logistics team to ensure timely deliveries.
  • Retailer Inventory Management Monitoring and maintaining healthy inventory levels for retailers, ensuring the right mix of products without excess or shortage.
  • Claim Management Processing customer claims related to returns, damages, shortages, etc., and working with the Sales team to efficiently handle trade funding claims.
  • Additionally, the role involves leading a high-performing and engaged team, leading transformations in work methods and tools, and supporting Continuous Improvement initiatives within Customer Operations to enhance effectiveness and efficiency.

FAQs

What are the core responsibilities of the Senior Customer Operations Manager role?

The core responsibilities include managing the Order-to-Cash process, overseeing retailer inventory management, and processing customer claims, while also leading a high-performing team and driving continuous improvement initiatives.

What qualifications are required for this position?

Candidates should have at least 8 years of leadership experience in Customer Operations and a proven track record in driving cross-functional continuous improvement.

What is expected in terms of result orientation for this role?

The Senior Customer Operations Manager is expected to ensure that orders, inventories, and claims are efficiently managed, optimize deliveries, and maintain consistently high key performance metrics.

How important is collaboration in this position?

Collaboration is crucial, as success in this role requires proactively fostering a positive culture and maintaining strong collaboration with both external and internal partners.

What kind of expertise is required for this role?

A deep understanding of FMCG customers, along with expertise in order and inventory management, is essential, as well as a history of continuous improvement in these areas.

How does this role contribute to quality management?

The Senior Customer Operations Manager is responsible for ensuring accurate order completion and meticulous inventory management to prevent significant overages or shortages in the marketplace.

Is there a focus on continuous learning in this role?

Yes, a natural inclination for continuous learning about LEGO® customers, their processes, and strategies is crucial, along with being adept at learning new systems and processes to enhance team efficiency.

What benefits does LEGO® offer to employees in this position?

Benefits include enhanced paid family care leave, life and disability insurance, resources for physical and mental wellbeing, a generous colleague discount, and a bonus scheme based on goal achievement.

What is the workplace policy for this role?

The hiring team will discuss the workplace policy during the recruitment process, which includes an average of 3 days per week in the office as part of a hybrid work model.

Does LEGO® encourage applicants from diverse backgrounds?

Yes, LEGO® actively seeks to encourage applicants from all backgrounds and is committed to equal employment opportunity and equal pay.

Are candidates engaged with children required to undergo screening?

Yes, candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening as a condition of the offer.

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the LEGO Group

Our mission is to inspire and develop the builders of tomorrow.

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

We are the LEGO Group, the company behind the world’s most loved LEGO® bricks. Our brand name derived from the two Danish words Leg Godt, which mean “Play Well”. We’ve been sparking imaginations and inspiring the builders of tomorrow since 1932. This is our mission and what motivates our colleagues around the world every day. Today, we remain proudly family-owned with headquarters in Billund, Denmark. We have regional hubs in Boston, USA; London, UK; Shanghai, China; and Singapore, as well as 7 manufacturing facilities around the world. These places are home to 28,000+ colleagues in everything from design and engineering to digital technology and marketing. Together we learn, imagine and build – creating play experiences that are sold in over 130 countries worldwide. A purposeful and responsible global brand where creativity helps to inspire builders all around the world. Just imagine being part of that!