Global Head of Customer Service

Job Title: Global Head of Customer Service
Contract Type: Permanent
Location: Amsterdam, North Holland
Salary: DOE + Excellent Benefits
Start Date: Urgent
REF: BBBH25714
Contact Name: Jack Cornick
Contact Email:
Job Published: over 2 years ago

Are you passionate about customer experience?

Do you believe the voice of the consumer is paramount in making business decisions?

I am currently working with a Global FMCG organisation with over 40,000 innovative and passionate staff members across the world. Customer feedback is crucial to the future strategy of the business and there is now a focus on consumer and customer relations.

Reporting into the Global Health of Quality you will drive change in the way business approached customer relationships. They are aiming to move from a reactive model to something that is very pro-active and to increase the use of social media and modern networking tools. Working with senior leaders within the business you will develop and implement a strategy that will set the business unit up for future success.

Managing a global team, you will be responsible for:

  • Ensure contacts are handled appropriately and escalated to the relevant internal teams
  • Ensure all governance requirements are fully met at all times by the contact centres
  • Ensure all contact is handled and resolved in an appropriate manner
  • Minimise company risk by ensuring a quick and efficient conclusion to any customer contact
  • Drive product improvement based on customer feedback
  • Interface with global Consumer Relations groups to ensure consumer data is recorded and reported accurately
  • Ensure correct product training is conducted prior to new launches
  • Ensure all contact centres have correct information to deal with customer issues so they can be dealt with properly

Your Skills and Experience

  • Over 5 years of progressive customer service experience, preferably at a Regional level
  • Experienced and knowledgeable of working with regulatory bodies
  • Track record of driving change in a global business and in a global role

If you are interested in a confidential conversation about this role, then please contact Jack Cornick on +44(0)1202 888986. Do not worry if your CV is not up to date, we can sort that out at a later stage.