Global Lead of Customer Collaboration

Job Description

The Global Customer Collaboration assumes a pivotal role in designing and implementing global strategies for all customer excellence front-office processes. This entails establishing a robust connection between customers and Kraft Heinz, effectively balancing commercial and logistics priorities. The primary focus of this role is to implement and uphold best practices for customer collaboration, encompassing processes, systems, and projects that align with customer expectations and priorities. The ultimate goal is to ensure customer loyalty and foster meaningful relationships.

To achieve this, the Global Customer Collaboration collaborates closely with commercial and logistics teams. They engage in customer portfolio segmentation, defining targeted actions and programs for each customer cluster. This approach enables personalized engagement and tailored solutions.
The role demands strategic thinking, effective problem-solving capabilities, and the ability to influence diverse external partners, cross-functional teams, and their leaders.

Moreover, the Global Customer Collaboration brings critical business expertise to enhance customer collaboration management. They take the lead in process design, system configuration, and deployment, ensuring streamlined and efficient customer collaboration practices.
By leveraging their expertise, this role plays a pivotal role in strengthening customer loyalty and fostering enduring relationships.

Job Responsibilities:

– Lead and coordinate the strategic design of customer collaboration processes and systems at Kraft Heinz.
– Set global vision and strategies for customer collaboration to enhance loyalty and achieve sales objectives.
– Develop a comprehensive Customer Collaboration Strategy prioritizing customer needs and exceptional experiences.
– Foster collaborative joint value creation between Kraft Heinz and customers.
– Drive continuous improvement of customer experience across zones and teams.
– Improve collaboration programs, KPIs, and routines for optimized customer collaboration.
– Develop a digital roadmap to leverage technology and enhance customer collaboration processes.
– Design, implement, and govern process improvements using relevant tools and omni channel.
– Manage annual target setting for customer collaboration KPIs and track performance.
– Implement projects involving multiple units and engage senior leadership for stakeholder management.
– Stay updated on Kraft Heinz processes and translate requirements into system capabilities.
– Drive customer engagement programs for strong satisfaction and loyalty, aiming for first-quartile positions in the Global Advantage Survey.
– Identify with key users pain points and analytics priorities for development

Qualifications:

– Extensive experience in customer collaboration, customer service, or related roles.
– Proven track record in developing and implementing customer collaboration strategies and driving customer loyalty.
– Advanced understanding of customer service principles and methodologies to drive exceptional customer experiences.
– Proficiency in developing frameworks and methodologies for continuous improvement of customer collaboration practices.
– Project management experience, including managing projects across multiple business units and markets.
– Familiarity with tools and systems for customer collaboration improvement and omni channel.

What we offer you:

• An ambitious employer; we only want the best for you.
• A fast career track like only few other companies can match.
• A competitive salary and excellent bonus structure (above market); at KraftHeinz we strongly believe and live by ownership and meritocracy.
• A hybrid working model; because we believe the future of work is based on a building modern, adaptable, and agile workplace culture. 3 days from our office in Amsterdam and 2 days from home with additional 20 days per year to work from anywhere you want!
• Additional benefits such as Commuting Allowance, Hybrid Work Allowance & Reimbursements, Bicycle & Gym Discount Plan, Employee Assistance Program and Supplemental Health Insurance.
• A wide range of discounts with KraftHeinz’s partnerships on fashion, electronics, travels and many more!
• Last and not least; there are always room for new insights: If you have an idea, please let us know, and we can set it in action!

Location(s)

Amsterdam

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes.