Customer Operations Manager

Zona Franca

Customer Operations Manager

This position is responsible for leading the customer services teams both in Spain and Portugal, ensuring exceptional service delivery, and acting as the liaison between the organization and its customers while driving continuous improvement. Main aim is getting the highest Customer Satisfaction NPS within our financial, systems, processes and commercial constraints via a highly productive and engaged team with a great alignment across multiple functions.

The role acts as a key interface between customers and the organization, aligning Customer Service with Demand Management, Supply Chain, Sales, and Operations to optimize end-to-end order management, service levels, and customer satisfaction.

The position also leads business transformation initiatives across the local Unit, with a strong focus on efficiency, digitalization, and scalability.

Focus on permanent optimization of the Cost to Serve for the variables either controlled by the function or heavily influenced by it.

As part of the local Management team, needs to be a solid contributor to the strategy shaping and execution and the business and financial results of the local Unit. As part of the function within the Commercial Unit, it is expected a solid contribution to improve the performance of Customer Operations across different countries too.

About the role

Customer Support Operations:

• Manage back-order situations, product availability, and customer delivery issues.
• Lead and manage customer service teams to ensure a high standard of service.
• Develop and implement strategies to improve first-call resolution and response times.
• Develop and implement customer service policies and procedures to ensure efficient and high-quality service.
• Monitor customer feedback, address complaints, and find solutions to resolve issues quickly and effectively.
• Proactively identify areas for process improvement to enhance customer experience.
• Define, track, and report on key performance indicators (KPIs) related to customer satisfaction, order processing times, and other operational metrics.
• Provide regular reports for senior management on customer operations performance.
• Work closely with supply chain, logistics, and sales teams to align customer operations with business objectives.
• Ensure seamless communication and collaboration across departments to improve customer satisfaction.
• Identify inefficiencies in customer experience and develop initiatives to improve operational workflows.
• Implement automation solutions and technology enhancements to streamline operations.
• Local end to ends clear accountability and ownership.
• CU/BU/Multifunctional end2ends full understanding and proactive actions to improve the outcome for the local organization.

Leadership:

• As a senior leader and part of the local Management Team, need to inspire commitment to AkzoNobel’s Leadership Expectation, Purpose, strategy, core principles.
• Lead the CSAT governance and improvement plan: coordinating and challenging the rest of the organization to achieve the highest customer NPS.
• Lead multicultural teams across Spain and Portugal, fostering accountability, ownership, and a customer-centric mindset.
• Builds a capable, engaged and empowered organization aligned to business strategy to ensure delivery of results.
• Achieving the agreed employee engagement levels and eNPS (Voices).
• Acts as an ambassador and creates an open environment in which the team as a whole and its members individually can perform at their best.
• Strengthens the talent pipeline by developing talent and regularly assesses and discusses talent and internal movement; continuously monitors and evaluates retention risk.
• Focus on performance management via established KPIs.

About You

• Bachelor’s or master’s degree in business, Engineering, or a related field.
• Proven experience (5+ years) in leading customer service or operations teams in a complex, cross-functional environment. Used to interact with Global/Regional business services centers organizations.
• Strong understanding of customer service software (e.g., SAP, CRM, online ordering tools).
• Experience in transformation / process improvement.
• Experience working cross-functionally (Sales / Supply Chain).
• Excellent stakeholder management and communication skills.
• Native Spanish and full English competency.

What we offer

• Join a growing multinational company.
• Stable project.
• Professional and personal development in a dynamic environment. 
• Hybrid teleworking modality.
• Dining room benefits.
• Flexible remuneration.
• Access to training platform.
• Free parking and metro 5 minutes walking.
• Paddle/tennis and football court free to use on site.

#LI-NC1 #LI-Hybrid