Head of Customer Service Management – Cement & Food Business

About the role

The Head of Customer Service Management will lead and standardise customer service operations across the Cement and Food divisions, ensuring a consistent and reliable experience for all clients. This senior position is responsible for end‑to‑end order management, fulfillment coordination, and issue resolution while driving service excellence through clear standards and performance monitoring.

Key responsibilities

• Develop and implement a Group‑wide customer service framework, including SLAs and operating processes for each customer segment and channel.
• Oversee end‑to‑end order management, ensuring accurate processing, timely fulfillment, and coordination with supply‑chain, logistics and operations teams.
• Manage customer complaints, claims and escalations, conducting root‑cause analysis and corrective actions.
• Define, monitor and report service performance metrics such as OTIF, cycle time and complaint resolution.
• Partner with Sales, CRM, Supply Chain, Logistics and Operations to improve customer experience and retention.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain Management, Operations Management, Customer Experience or a related field.
• 10–15 years of experience in customer service, order management, commercial operations or supply‑chain within FMCG, manufacturing or large‑scale industrial environments.
• Proven track record of leading customer service functions and driving continuous improvement.

Required skills