Senior Customer Care & Implementation Lead

Job offer

Key Responsibilities

System Implementation & Project Leadership

• Lead end-to-end implementation projects of new CRM/ERP systems (e.g., Salesforce, MS Dynamics, ABS) and process automation tools within the Customer Care area.
• Manage project timelines, deliverables, and stakeholder communication to ensure successful rollout and adoption.
• Collaborate with IT, Sales, Logistics, and Finance teams to align system functionality with business needs.
• Identify opportunities for system improvements and process standardization across countries and departments.
• Develop and document new workflows, procedures, and user guidelines to ensure smooth transition and effective use of new tools.

Customer Care Excellence

• Oversee complex customer interactions and ensure high-quality service delivery through optimized processes and tools.
• Support regional and global teams in achieving operational excellence through data-driven insights, reporting, and process improvement.
• Proactively identify systemic issues or recurring challenges and lead initiatives to resolve them sustainably.
• Ensure compliance and consistency of customer data and contractual documentation across multiple systems.
• Support the standardization and harmonization of procedures to enhance efficiency and transparency.

Cross-Functional Collaboration

• Act as a key liaison between the Customer Care function and other business units (Sales, Service, Logistics, Finance, IT).
• Ensure alignment between operational teams and system development teams to improve workflow efficiency and customer satisfaction.
• Lead or contribute to cross-departmental projects, ensuring seamless execution and clear accountability structures.

Skills and Qualifications

Essential

• Minimum 5–7 years of experience in customer operations, system implementation, or project management within an international or corporate environment.
• Proven experience in leading or managing system implementation projects (CRM/ERP/automation platforms).
• Strong project management and stakeholder coordination skills, including planning, execution, and reporting.
• Excellent communication and interpersonal skills, with ability to work cross-functionally and manage competing priorities.
• Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Outlook).
• Structured, analytical, and solutions-oriented mindset with high attention to detail.

Desirable

• Hands-on experience with Salesforce, Microsoft Dynamics, or ABS.
• Experience in change management and user adoption strategies.
• Project management certification (e.g., Prince2, PMP, Agile) is a plus.

Personal Profile

• Strategic thinker with strong execution skills and a “can-do” attitude.
• Comfortable working in a matrix organization and leading without direct authority.
• Driven by improvement, innovation, and efficiency.
• Capable of balancing strategic planning with operational follow-through.