Head of Customer Service Management – Cement & Food

About the role

The Head of Customer Service Management will lead and standardise customer service operations across the Cement and Food businesses, ensuring a consistent, efficient, and reliable customer experience. This senior position oversees end‑to‑end order management, fulfillment coordination, customer communication, and issue resolution.

Key responsibilities

• Develop and implement a Group‑wide customer service framework for Cement and Food businesses.
• Establish and enforce service standards, SLAs, and operating processes by customer segment and channel.
• Drive continuous improvement initiatives to enhance service reliability and responsiveness.
• Oversee end‑to‑end order management, ensuring accurate processing, timely fulfillment, and coordination with Supply Chain, Logistics, and Operations.
• Proactively monitor and resolve order‑related issues to minimise disruptions.
• Own customer complaint, claims, and escalation processes, ensuring timely resolution and root‑cause analysis.
• Identify recurring service issues and implement corrective actions.
• Define, monitor, and report performance metrics such as OTIF, cycle time, and complaint resolution.
• Provide insights and recommendations to leadership to improve service delivery.
• 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.
• Proven experience leading customer service operations within FMCG, manufacturing, industrial or large‑scale business environments.

Required skills