Global Customer Hubs Manager – CD Operations & Transformation (Europe)

JOB PURPOSE

This role exists to drive operational excellence, service governance, and transformation across Promotion and Price Management operations within Global Customer Hubs, serving European markets.

The role connects global strategy, market stakeholders across Europe, hub delivery teams, and capability teams to ensure standardized, efficient, and digitally enabled service delivery that supports business growth and customer satisfaction.

As Global Customer Hubs Manager, you will play a key role in shaping the future of Customer Operations across Europe byleveraginganalytics, automation, AI-enabled solutions, and strong cross-functional collaboration to continuously improve service delivery and business performance.

KEY RESPONSIBILITIES

• Lead Promotion and Price Management operations across European markets, ensuring consistent service delivery, operational excellence, and adherence to agreed service levels and governance standards.

• Monitor operational KPIs and service levels,identifytrends and risks, and drive corrective actions to improve performance.

• Drive continuous improvement and transformation initiatives through process standardization, simplification, automation, and AI-enabled solutions.

• Partner with market teams, hub operations, global process owners, and capability teams to deliver business priorities and accelerate adoption of new tools and processes.

• Manage and resolve complex operational issues, escalations, and customer-related challenges to minimize business impact.

• Establish and lead governance routines, compliance controls, and process reviews to improve quality, efficiency, and customer experience.

• Build trusted relationships with senior stakeholders, hub teams, external partners, and market leaders across Europe to ensure alignment and effective execution.

• Monitor operational budgets and ensure expensesremainwithin approved targets.

• Develop team capabilities and foster a culture of accountability, continuous learning, innovation, and high performance.
  

REQUIRED QUALIFICATIONS

• Proven experience in Customer Operations, Customer Service, Global Business Services, Supply Chain Operations, or a related operational environment.

• Demonstrated experience leading transformation, process improvement, or operational excellence initiatives with measurable business impact.

• Strong stakeholder management and influencing skills within complex global or regional matrix organizations.

• Experience managing performance through KPIs, service governance frameworks, and data-driven decision making.

• Strong problem-solving skills with the ability to manage multiple priorities and navigate complex business challenges.
  

PREFERRED QUALIFICATIONS

• Experience implementing digital, automation, or AI-enabled solutions within operational environments.

• Experience managing third-party service providers or external business partners.

• Experience leading cross-functional projects across multiple countries, markets, or business functions.
  

ADDITIONAL INFORMATION

• Location: Katowice, Poland orBangalore, India.

• Scope: European markets supported by Global Customer Hubs.

• Working model: Hybrid (3 days in the office, 2 days remotely)

• Norelocationsupport will be provided.

• Opportunity to lead transformation initiatives and contribute to shaping the future of Customer Operations across Europe.