Customer Experience Director - Europe

Location

Viby J, DK

Are you ready to shape the future of customer experience for our customers across Europe? We are seeking a Customer Experience Director who is passionate about designing exceptional customer journeys and thrives at the intersection of commercial and supply chain dynamics. If you are eager to make a significant impact and excel in a leadership role, this opportunity is perfect for you.

How You Will Make An Impact

As our Customer Experience Director, you will become part of our Marketing & Commercial Operations Europe department with direct reference to the Group Vice President.

In this role, you will be responsible for leading and managing our customer service set up, the demand planning processes and our commercial digital transformation, ensuring an exceptional end-to-end experience for our customers in Europe. You will be leading a team of currently 13 people who work with process excellence, data insights, master data and digital transformation. Additionally, you will lead and mentor cross-functional teams, nurturing a customer-focused culture across the organization to ensure smooth and unified customer experiences and high delivery accuracy. As Customer Experience Director, you will be an active part of our Marketing & Commercial Leadership Team in the European zone.

You main tasks will be to

• Develop and implement a comprehensive customer experience strategy aligned with the company’s vision and objectives
• Oversee the Customer Operations Centre of Excellence (COE) to ensure excellence in customer operations and processes together with Customer Service Centre in GSS and our Europe Zone markets
• Own the Demand Planning process and competence development for our demand planning communities in the markets
• Accountable for customer & product master data governance, ensure seamless integration, functionality and high data quality
• Oversee commercial digital investments, maximising customer experience and ROI for Arla
• Have matrix responsibility for the central service team & local demand teams, driving competency development and customer experience
• Lead initiatives to improve customer journey mapping and identify areas for enhancement
  
  

For this role, you can be based in any of our European markets; Denmark, Sweden, Finland, Germany, The Netherlands or UK. If located outside of Denmark, you should expect travel activities corresponding to approximately 50+ travel days yearly.

What Will Make You Successful

The key to succeed in this position is a strong understanding of commercial and supply chain dynamics, being able to effectively balancing both to drive success. In addition, this role demands exceptional stakeholder management skills, enabling you to influence and collaborate across the organization effectively, even without direct authority. Moreover, we imagine that you

• Understand customer needs and excel in journey mapping
• Possess essential knowledge in end-to-end planning, ensuring seamless execution from conception to delivery
• Have experience with digital transformation or at least a desire to work with it
• Exhibit excellent leadership skills, fostering a culture of excellence and guiding teams towards strategic goals
• Are proficient in managing change, enhancing processes for superior customer service and adapting strategies to customer and market needs
  
  

On a personal note, we seek a visionary leader who is passionate about delivering exceptional customer service and possesses a deep empathy for customer needs. With a strategic mindset, you are curious and innovative, constantly challenging the status quo to drive digital developments and improvements. Your impactful communication and relationship-building skills enable you to influence and manage stakeholders effectively, ensuring successful collaborations and continuous improvement.

What do we offer?

This is a unique chance to influence and elevate customer experience at Arla, where your insights and skills can lead our efforts towards future excellence.

We are committed to professional development and promoting from within. Our positive and collaborative culture will bring out the best in you. And you will join a market leader who produces nutritious household-favourite brands in a way that make things better for our customers, the farmers who own us, and the whole world.

Would you like to join us?

Please apply as soon as possible as we will process applications on a continuous basis and close the recruitment once the right candidate is found. For additional information, please contact Group Vice President, Jakob Bernhard Knudsen on +45 89 38 14 88 or on e-mail [email protected].

Shape the Future of Dairy

Arla is a global leader in the dairy industry, committed to producing high-quality products while championing sustainability and innovation. We're passionate about people and our planet, striving to unleash the full potential in each of us. Our goal is to make healthy dairy nutrition and good food habits accessible to all. Join us at Arla Foods and become part of a worldwide cooperative dedicated to making a significant impact on the planet and steering the dairy industry towards a sustainable future.

We are devoted to creating a workplace where everyone feels valued and empowered to bring their authentic selves to work. Diversity and collaboration are key to our success, propelling us to new heights in the dairy industry.

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